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