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Understanding and Using Health ExperiencesImproving patient care$
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Sue Ziebland, Angela Coulter, Joseph D. Calabrese, and Louise Locock

Print publication date: 2013

Print ISBN-13: 9780199665372

Published to Oxford Scholarship Online: May 2013

DOI: 10.1093/acprof:oso/9780199665372.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 18 January 2021

Patient experience surveys

Patient experience surveys

(p.81) Chapter 9 Patient experience surveys
Understanding and Using Health Experiences

Chris Graham

Penny Woods

Oxford University Press

Surveys of patients’ experiences are increasingly commonplace in healthcare. They are used to address a range of purposes, from driving quality improvements and informing patients to providing data for performance assessment of organisations. Making best use of such surveys requires an understanding of their design, sampling, administration, and analysis. This chapter addresses these issues, beginning with a brief discussion of the history of patient experience research. Patient experience surveys emerged as a reaction to patient satisfaction surveys. They are principally quantitative methods for collecting highly structured data, typically from relatively large numbers of people in order to provide statistically reliable results. They have been used in a wide range of settings (primary to tertiary care, many conditions etc) and for different purposes (eg QI, payment, international use, performance assessment, etc.). Surveys are extremely scalable: once a questionnaire and methodology exists they can easily be deployed to small or large numbers of people with only marginal cost increases. Thus they are a popular means of collecting locally representative data on a national basis. In general, though, surveys only tell us about what we have asked, and hence it is important to ensure that they are designed and used appropriately. Good, well designed surveys can be of considerable value for measuring and improving healthcare services: in this chapter we set out the key considerations around ensuring survey quality.

Keywords:   Patient experience, User experience Patient survey, Patient satisfaction, Surveys, Sampling, Questionnaire design, Survey mode

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