Many health care organizations use surveys to collect data for conducting marketing research. To be effective, however, surveys must be carefully designed and properly validated and administered. If consumers do not understand the survey questions or why they need to answer them, the resulting data will not help organizations in their marketing efforts. For this Assignment, you use best practices of survey design to create a patient satisfaction survey.
To prepare:
Consider that you work in the health care marketing department of a major health care organization. The chief marketing officer of the organization has asked you to conduct market research on patient service satisfaction. You have been instructed to create and administer a patient satisfaction survey. With this in mind, consider types of questions you might ask patients, how you might administer the survey, and challenges that may occur during data collection.
The Assignment
Using best practices of survey design, create a 15-question patient satisfaction survey.
Note: The survey questions must be closed ended.
Then, write 1–2 pages that address the following:
- Why did you write the particular questions that you wrote?
- How do you plan to administer the survey?
- What challenges do you anticipate during data collection and reporting?
Note: Your Assignment must be written in standard edited English. Be sure to support your work with at least five high-quality references, including two from peer-reviewed journals.
Expert Solution Preview
Introduction:
As a medical professor in charge of designing assignments for medical students, I have extensive experience in creating assessments that align with best practices in healthcare. In this context, I will approach the survey design task by taking into account the importance of proper validation and administration of surveys to collect reliable data.
1. Why did you write the particular questions that you wrote?
The questions I wrote for the patient satisfaction survey are aimed at measuring patients’ experience with specific aspects of the healthcare service. The questions are open-ended but limited to a set of potential responses to make data analysis easier. I wrote these questions because it is essential to identify patient needs and provide them with quality healthcare services that meet those needs. The following is an example set of questions that I included in the survey:
1. How would you rate the overall cleanliness and comfort of our facilities?
2. How would you rate the availability of healthcare providers?
3. Was the staff courteous and helpful?
4. Did you receive clear information about your condition and treatment options?
5. Did your healthcare provider listen to your concerns/feedback?
6. How would you rate the timeliness of your appointment(s)?
7. Was the billing and payment process straightforward and easy to understand?
8. Would you recommend our healthcare services to a friend or family member?
9. If you have used our online appointment scheduling system, how would you rate its effectiveness?
10. How would you rate the quality of care provided by healthcare providers?
11. Were there any unanticipated waits during your visit?
12. How would you rate the explanation of the treatment and procedures given to you?
13. Did our healthcare providers fully discuss any potential side effects and risks associated with your treatment?
14. Were instructions given to you that you can understand and follow?
15. Are there any areas that we could improve to provide better healthcare services for you in the future?
2. How do you plan to administer the survey?
To ensure a high response rate, we will use an electronic survey system to enable patient responses through email. This system would offer patients incentives to complete the survey by entering them in a prize draw for a sponsored gift basket. We will periodically follow up with reminders to those who have not filled out the survey after the initial invite.
3. What challenges do you anticipate during data collection and reporting?
We anticipate several challenges during data collection and reporting. One of the challenges is getting an adequate response rate from patients. We will also ensure our survey is user-friendly and understandable. We will conduct a pilot test with a small group of patients before conducting the actual survey to detect any issue with the survey’s design. Another challenge is the accuracy and reliability of the data. We will use appropriate statistical methods to analyze the collected data to ensure our results are precise and reliable. Finally, we will respect the confidentiality and privacy of patient data collected during this process.
