Prospective comparison of endoscopy patient satisfaction surveys:: E-mail versus standard mail versus telephone
Prospective comparison of endoscopy patient satisfaction surveys:: E-mail versus standard mail versus telephone
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DOI：
10.1111/j.1572-0241.2001.05331.x
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发表时间：
2001-12-01
影响因子：
9.8
通讯作者：
Wiersema, MJ
中科院分区：
文献类型：
--
作者：
Harewood, GC;Yacavone, RF;Wiersema, MJ
互联网的迅速发展为调查分发提供了潜力。电子邮件（e-mail）与传统的调查技术相比，缺乏可比性。我们比较了标准的邮件，电话和电子邮件模式的内镜满意度调查管理的响应率，响应的及时性，响应的内容，和成本效益的respons.METHODS：内镜满意度调查问卷组成的7个核心项目，从修改后的美国健康协会-9调查后，常规门诊内镜检查的患者。患者被随机通过标准邮件、电话或电子邮件接受问卷调查。比较三组的应答率和结果。标准的邮件和电子邮件调查的“无应答者”随后通过电话联系，以确定他们的satisfactions.RESULTS水平：电话调查的响应率（90%）高于电子邮件（70%）或标准邮件（85%），虽然电子邮件是最具成本效益的调查交付模式。三组患者的满意度评分无显著差异。无应答者的满意度明显高于应答者。“结论：一个调查技术，利用电子邮件与随后的后续行动，通过电话对无答复者似乎是最具成本效益的方式来提供一个问卷。答复者的满意程度可能低估了被调查人口的总体满意程度。(C)2001年，我胃肠病学。
OBJECTIVES: The dramatic growth of the Internet holds potential for use in survey distribution. Comparisons of electronic mail (e-mail) to traditional survey techniques are lacking. We compared standard mail, telephone, and e-mail modes of endoscopy satisfaction survey administration with respect to response rate, timeliness of response, response content, and cost-efficiency of responses.METHODS: An endoscopy satisfaction questionnaire consisting of seven core items from the modified Group Health Association of America-9 survey was distributed to patients after routine outpatient endoscopy. Patients were randomized to receive the questionnaire by standard mail, telephone, or e-mail. Response rates and findings in the three groups were compared. The "nonresponders" to the standard mail and e-mail surveys were subsequently contacted by telephone to determine their level of satisfaction.RESULTS: The phone survey response rate (90%) was higher than e-mail (70%) or standard mail (85%), although e-mail was the most cost-efficient mode of survey delivery. There was no significant difference in satisfaction scores among the three groups. Nonresponders were significantly more satisfied than "responders."CONCLUSIONS: A survey technique utilizing e-mail with subsequent follow-up by telephone to nonresponders appears to be the most cost-efficient way to deliver a questionnaire. The satisfaction levels of the responders may underestimate the overall satisfaction of the population being surveyed. (C) 2001 by Am. Coll. of Gastroenterology.