Performance of the provider recognition program's survey to assess patient satisfaction with the provision of diabetes care in primary care.
OBJECTIVE
To measure, for the first time, the performance of the American Diabetes Association-National Committee for Quality Assurance Provider Recognition Program (PRP) survey in assessing patient satisfaction with the provision of diabetes care.


METHODS
Postal survey.


METHODS
The PRP survey satisfaction questions and the Diabetes Treatment Satisfaction Questionnaire were mailed to a random sample of 607 patients with diabetes attending 3 medical practices (63 primary care providers), with an additional mailing to nonresponders.


RESULTS
On face validity, the PRP survey incompletely addressed satisfaction with the provision of diabetes care. The response rate was 67%. The items in the PRP survey were correlated internally (Cronbach alpha coefficient = .89) and with the Overall Satisfaction scale (r = 0.40-0.56; P < .001 for all) of the Diabetes Treatment Satisfaction Questionnaire (concurrent validity). The instrument was skewed toward satisfaction. After recoding all less-than-totally satisfied responses as expressing dissatisfaction, 25% of the surveys indicated dissatisfaction with diabetes care.


CONCLUSIONS
The PRP patient satisfaction survey is an internally consistent and valid measure of patient satisfaction. However, it is incomplete and skewed toward satisfaction. Development of a patient dissatisfaction metric might play a more significant role in orienting quality improvement efforts and benchmarking.
Montori
Victor M
VM
Department of Medicine, Mayo Clinic and Foundation, Rochester, MN 55905, USA.
Bjornsen
Susan S
SS
Green
Erin M
EM
Drake
Julie M
JM
Bauer
Carla
C
Bills
Ann R
AR
Dinneen
Sean F
SF
Bryant
Sandra C
SC
Smith
Steven A
SA
D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D003920:Diabetes Mellitus / Q000628:therapy*; D005260:Female; D019538:Health Care Surveys; D006302:Health Services Research; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011320:Primary Health Care / Q000592:standards*; D011787:Quality of Health Care; D011795:Surveys and Questionnaires