Beginning the survey one would need to formulate specific questions to determine patient satisfaction. Polit and Beck recommend that researchers spend time planning how data will be obtained and stored (Polit & Beck, 2012). Most primary care settings serve a variety of patients for mild to severe disease processes and illnesses. This will be an especially precarious task to capture the perception of broad age, education, and ethnic backgrounds. In order to accurately assess for overall satisfaction specific questions can be used to elicit information.
Question 1: Do you feel that the practice has adequate professionals such as doctors and nurse practitioners to meet your healthcare needs?
Question 2: When you are in need of an appointment do you feel that you are able to be seen in a timely manner?
Question 3: Do you feel that utilization of a patient portal would provide a more efficient means of communicating with your healthcare provider in regards to testing, lab, and office communication? (A brief explanation should probably be used to explain and electronic portal)
Question 4: What would be the acceptable amount of time to remain in a waiting area prior to a scheduled appointment?
Question 5: Do you feel that the staff is courteous and prompt to meet needs with highest regards to professionalism?
Question 6: Please share any other concerns that you feel could improve this practice. (Limited to 100 words or less)
Methods to Gather Data
The large number of clients that are needed in a questionnaire such as this would be ideal for a questionnaire via traditional mail. This method is appropriate for large diverse crowds and very cost effective. In order to promote participation for versatile population the questionnaire would be short narrative style with very. By using vibrant color, inviting font, and included a stamped return envelope the researchers will promote response (Polit & Beck, 2012). Assuring confidentiality by assigning a survey number with no regards to patient information will also be a way to reduce bias and promote participation. The researcher should include a letter that identifies with clinic letter head and endorsement from the individual practitioners that the patients will recognize. (Polit & Beck, 2012). Within the first 30 days of the survey a reminder letter and a second copy of the survey should be sent out as a secondary means of encouraging participation.
Selection of Participants
Researchers desire to formulate statistical conclusions and generalize results (Polit & Beck, 2012). In order to do this a sampling plan must be designed. The accessible population would be identified through eligibility and inclusion criteria to include appropriate age, appropriate cognitive level, willingness to participate, and a variety of diagnoses, and primary language spoken as English. The exclusion criteria would be any dementia diagnosis or documented power of attorney that acts on the patient’s behalf. The survey should be completed by the actual patients and not a representative. Consecutive sampling would be best used in this study. Due to the low response rates associated with mail out surveys, this type of sampling will allow questionnaires to be sent to all possible participants that meet the criteria. (Polit & Beck, 2012). The purpose of these techniques to is to prevent biases based on an inadequate sample and promote validity throughout the resulting. It is stated that by using comparison of data it allows the researchers to identify that respondents to the questionnaire and non-respondents would possibly have similar results. (Polit & Beck, 2012).
Reliability of research is defined according to authors Polit &Beck as the degree of consistency or dependability with which an instrument measures an attribute. (Polit & Beck, 2012). In this particular study the reliability of the information gathered must be able to represent a larger population of patients than those that actually complete the survey. Keough and Tanabe discuss surveys and the variation of individual desires of the person completing and the potential for decreased validity. (Keough and Tanabe, 2011) If during the gathering of information enough of the same responses are determined than a generalization can be identified and a valid conclusion drawn. (Keough and Tanabe, 2011) Improving the amount of respondents by use of reminders and enticing questionnaire formatting will allow researchers to decrease risks based on a subsample. (Polit & Beck, 2012).
The tool used to collect data is equally as important as the data being collected. Researchers have an obligation and responsibility to produce legitimate results that can be used to influence minor and major areas of every industry. Each method has advantages and disadvantages and with appropriate design and data collection the researchers can produce lasting and meaningful conclusions. In this particular case the potential for influencing positive changes and reinforcing effective practices could lie in a simple questionnaire that allows patients to submit input.
Keough, V. A., & Tanabe, P. (2011). Survey research: An effective design for conducting nursing research. Journal of Nursing Regulation, 1(4), 37–44.
Retrieved from the Walden Library databases.
Polit, D. F., & Beck, C. T. (2012). Nursing research: Generating and assessing evidence for nursing practice (Laureate Education, Inc., custom ed.). Philadelphia, PA: Lippincott Williams & Wilkins
Deana’s post along with instructor’s comments. May help in response.
Response # 2
Quantitative researchers seek to select samples that will allow them to achieve statistical conclusion validity and to generalize their results (Polit & Beck, 2012). Gathering data for patient satisfaction surveys is important to identify potential areas for improvement when delivering health care. Satisfied patients demonstrate higher compliance with health-care regimens, participate in their own treatment and maintain a relationship with a specific health-care provider which ensures more effective treatment, improved clinical outcome and enhanced health risk (Horvat & Kos, 2011).
Once preliminary decisions have been made about the data collection, potential data collection instruments should then be assessed (Polit & Beck, 2012). The instrument I used to gather satisfaction data is a survey sent to patients in the mail. Survey research can be an excellent means of obtaining information from large populations, but the true advantage of this research is flexibility (Gayet-Ageron, Agoritsas, Schiesari, Kolly, & Perneger, 2011). Surveys are also much less expensive than face to face interviews.
The five questions I have created to help identify patient satisfaction are:
1. On a scale from 1 to 5, where 1 is disagree and 5 is agree, how courteous was the staff to your needs?
2. On a scale from 1 to 5, where 1 is disagree and 5 is agree, how well did your physician explain your diagnosis and any procedures you had?
3. On a scale from 1 to 5, where 1 is disagree and 5 is agree, how visible were signs posted around the facility to direct you to your destination?
4. On a scale from 1 to 5, where 1 is disagree and 5 is agree, was your wait time acceptable?
5. On a scale from 1 to 5, where 1 is disagree and 5 is agree, how likely are you to return for care at the facility?
6. On a scale from 1 to 5, where 1 is disagree and 5 is agree, how likely are you to recommend the facility to others?
According to Polit & Beck (2012) a population is the entire aggregation of cases in which a researcher is interested (p. 273, 2012). To address the patient population in which the survey will target, I must define a specific criterion that defines who the population is. A consecutive sample will recruit all of the people from the accessible population who meet the eligibility criteria over a specific time interval for a specific sample size (2012). The sample will include all the patients treated at the facility within a time frame of about six months to one year. Hopefully, by including patients treated at the facility, it will provide the largest sample possible. According to Polit & Beck (2012), the larger the sample, the more representative of the population it is likely to be.
Reliability and Validity
A common weakness of patient satisfaction surveys is a suboptimal participation rate (Gayet-Ageron et al. 2011). Therefore to increase the participation rates, a monetary incentive for discounts to local stores, can be included for completed surveys. Keough & Tanabe (2012) state that research questions must be simple, clear, and concise and designed so every subject will interpret in the same way.
In conclusion, the benefits for conducting patient satisfaction surveys will improve the quality of health care provided and also help identify potential areas of improvement. Overall, data collections plan for quantitative studies ideally yield accurate, valid, and meaningful data (Polit & Beck, 2012).
Gayet-Ageron, A., Agoritsas, T., Schiesari, L., Kolly, V., & Perneger, T. V. (2011). Barriers to participation in a patient satisfaction survey: Who are we missing? PLoS One, 6(10) doi:http://dx.doi.org/10.1371/journal.pone.0026852
Horvat, N., & Kos, M. (2011). Slovenian pharmacy performance: A patient-centered approach to patient satisfaction survey content development. International Journal of Clinical Pharmacy, 33(6), 985-96. doi:http://dx.doi.org/10.1007/s11096-011-9572-4
Keough, V. A., & Tanabe, P. (2011). Survey research: An effective design for conducting nursing research.Journal of Nursing Regulation, 1(4), 37–44.
Retrieved from the Walden Library databases.
Polit, D. F., & Beck, C. T. (2012). Nursing research: Generating and assessing evidence for nursing practice(Laureate Education, Inc., custom ed.). Philadelphia, PA: Lippincott Williams & Wilkins
RE: Discussion - Week 8
Deana, I see that you mention physicians and staff in your questionnaire. Bjertnaes, Sjetne, and Iversen (2012) found that nursing services were the number one predictor of patient satisfaction. Experience with the physician or provider services was third. Other predictors of satisfaction were attainment of expectations and the client belief that they had received wrong treatment for their illness. Based on this inforrmation, would you revise your questions?
Bjertnaes, O., Sjetne, I., & Iversen, H. (2012). Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations. BMJ Quality & Safety, 21(1), 39-46. doi:10.1136/bmjqs-2011-000137
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