INTRODUCTIONOver the years, surveys have become powerful tools for assessing a wide range of outcomes among patients. Healthcare managers and professionals now consider patient satisfaction as an outcome by itself. This study aims to determine if results of a patient satisfaction survey are affected by the manner by which the survey instrument is administered.

MATERIALS AND METHODSA patient satisfaction survey was conducted from May 2006 to October 2007 in a tertiary level acute care facility. All patients admitted to the observation unit during the study period were invited to participate. Using a contextualized version of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) Hospital Survey, data was collected through either a phone interview, face to face interview or self-administered questionnaire. Each of these survey modes was administered during 3 different phases within the study period.

RESULTSEight hundred thirty-two (832) patients were included in the survey. Based on results of univariate analysis, out of the 18 questions, responses to 11 (61.1%) were related to survey mode. Face-to-face interview resulted in the greatest proportion of socially desirable responses (72.7%), while phone interview yielded the highest proportion of socially undesirable responses (63.3%). After controlling for possible confounders, logistic regression results showed that responses to 55.6% of the questions were affected by survey mode. Variations in response between phone interview and self-administered questionnaire accounted for 87.5% of the observed differences.

CONCLUSIONSResearchers must be aware that the choice of survey method has serious implications on results of patient satisfaction surveys.

Adult ; Emergency Service, Hospital ; Female ; Health Care Surveys ; methods ; Hospitals ; standards ; Humans ; Interviews as Topic ; Male ; Middle Aged ; Patient Satisfaction ; Quality Assurance, Health Care ; Singapore ; Young Adult

PURPOSE: The purposes of this methodologic paper are to (1) describe theoretical background in conducting research across different cultures; (2) address measurement issues related to instrument administration; and (3) provide strategies to deal with measurement issues. METHODS: A thorough review of the literature was conducted. A theoretical background is provided, and examples of administering instrument in studies are described. RESULTS: When applying an instrument to different cultures, both equivalence and bias need to be established. Three levels of equivalence, i.e., construct equivalence, measurement unit equivalence, and full score comparability, need to be explained to maintain the same concept being measured. In this paper, sources of bias in construct, method, and item are discussed. Issues related to instrument administration in a cross-cultural study are described. CONCLUSION: Researchers need to acknowledge various group differences in concept and/or language that include a specific set of symbols and norms. There is a need to question the philosophical and conceptual appropriateness of an assessment measure that has been conceptualized and operationalized in a different culture. Additionally, testing different response formats such as narrowing response range can be considered to reduce bias.
Attitude of Health Personnel/ethnology ; Attitude to Health/ethnology ; Bias (Epidemiology) ; Communication Barriers ; *Cross-Cultural Comparison ; Data Collection/*methods/standards ; Humans ; Interviews as Topic/methods/standards ; Nursing Assessment ; Nursing Research/*methods/standards ; Philosophy, Nursing ; Psychometrics ; Reproducibility of Results ; Research Design/standards ; Researcher-Subject Relations/psychology ; Transcultural Nursing/*methods/standards ; Translating

PURPOSE: The purpose of this study was to investigate the effectiveness of an educational intervention that used both cellular phones and the Internet to provide a short messaging service (SMS) relating to blood glucose, blood pressure, and serum lipid levels in postmenopausal women with impaired fasting glucose (IFG). METHODS: Twenty-eight postmenopausal women were assigned to an intervention group and twenty-one postmenopausal women to a control group. The intervention was provided for 12 weeks. Patients in the intervention group were asked to access a web site by using a cellular phone or to use the Internet directly and input their blood glucose and blood pressure levels weekly. Participants were sent the optimal recommendations weekly by both cellular phone and Internet. RESULTS: The intervention group had a mean decrease in systolic blood pressure (SBP) level of 8.1 mmHg but changes for the control group were not significant. There was a significant mean change in diastolic blood pressure (DBP) level for the intervention group (-7.7 mmHg). The mean change in the control group was not significant. CONCLUSION: This educational intervention using the Internet and a SMS by cellular phone improved levels of SBP and DBP in postmenopausal women with IFG.
Blood Glucose/*analysis ; *Blood Pressure ; *Cellular Phone ; Diabetes Mellitus, Type 2/blood ; Fasting ; Female ; *Health Education/methods/standards ; Humans ; *Internet ; Interviews as Topic ; Lipids/blood ; Middle Aged ; *Postmenopause ; Program Evaluation