How well do we monitor patient satisfaction? Problems with the nation-wide patient survey.
OBJECTIVE
To outline and assess the accuracy and usefulness of the quarterly nation-wide patient survey of all New Zealand hospitals.


METHODS
Data generated by an improved patient survey at South Auckland Health (SAH) was used to examine some of the problems and issues pertaining to this survey: i.e. the format of the questionnaire; unintended consequences of the specific methodology employed and the usefulness of the obtained information.


RESULTS
Evidence is provided to show that the inpatient sample is not representative of the SAH patient population and that patients across different socio-demographic groups have different satisfaction rates. Additional research projects undertaken by the authors at SAH suggest that different methods of completing the questionnaire can significantly influence the results.


CONCLUSIONS
The nation-wide patient survey is in need of revision, if it is to be used as an effective management tool within hospitals and for the sector as a whole.
Zwier
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Health Services Consumer Research, Silverdale, Auckland.
Clarke
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D000293:Adolescent; D000328:Adult; D000368:Aged; D002648:Child; D002675:Child, Preschool; D005006:Ethnicity; D005260:Female; D019538:Health Care Surveys; D006801:Humans; D008297:Male; D008875:Middle Aged; D009520:New Zealand; D017060:Patient Satisfaction; D015203:Reproducibility of Results; D011795:Surveys and Questionnaires