title: Determining the interviewer effect on CQ Index outcomes: a multilevel approach.
abstract: BACKGROUND
  The CQ Index for the elderly, a quality-of-care questionnaire administered by conducting interviews, is used to assess clients' experiences in Dutch nursing homes and homes for the elderly. This article describes whether inter-interviewer differences influence the perceived quality of healthcare services reported by residents, the size of this interviewer effect and the influence of the interviewer characteristics on CQ Index dimensions for public reporting.
  
  
  METHODS
  Data from 4345 questionnaires was used. Correlations were calculated, reliability analyses were performed, and a multilevel analysis was used to calculate the degree of correlation between two interviewers within one health care institution. Five models were constructed and the Intra Class Correlation (ICC) was calculated. Healthcare institutions were given 1-5 stars on every quality dimensions (1 = worst and 5 = best), adjusted for resident and interviewer characteristics. The effect of these characteristics on the assignment of the stars was investigated.
  
  
  RESULTS
  In a multilevel approach, the ICC showed a significant amount of variance on five quality dimensions. Of the interviewer characteristics, only previous interviewing experience, the reason of interviewing and general knowledge of health care had a significant effect on the quality dimensions. Adjusting for interviewer characteristics did not affect the overall star assignment to the institutions regarding 7 of 12 quality dimensions. For the other five dimensions (Shared decision-making, Meals, Professional competency, Autonomy, and Availability of personnel) a minor effect was found.
  
  
  CONCLUSIONS
  We have shown that training, the use of experienced interviewers, written instructions, supervision and educational meetings do not automatically prevent interviewer effects. While the results of this study can be used to improve the quality of services provided by these institutions, several CQ index dimensions should be interpreted with caution for external purposes (accountability and transparency).
authors: Kiwa Prismant, P,O, Box 85200, 3508 AE Utrecht, the Netherlands. sjenny.winters@prismant.nl
authors: Sjenny
authors: S
authors: Winters
authors: Mathilde H
authors: MH
authors: Strating
authors: Niek S
authors: NS
authors: Klazinga
authors: Rudolf B
authors: RB
authors: Kool
authors: Robbert
authors: R
authors: Huijsman
mesh_terms: D000368:Aged; D000369:Aged, 80 and over; D003258:Consumer Behavior; D005260:Female; D006707:Homes for the Aged / Q000592:standards; D006801:Humans; D007407:Interviews as Topic / Q000592:standards; D008297:Male; D009426:Netherlands; D009735:Nursing Homes / Q000592:standards; D011361:Professional Competence; D011787:Quality of Health Care; D011795:Surveys and Questionnaires