A demonstration of the impact of response bias on the results of patient satisfaction surveys.

Health Services Research | October 1, 2002| | Copyright

In recent years, health care organizations, policymakers, advocacy groups, and individual consumers have become increasingly concerned about the quality of health care. One result of this concern is the widespread use of patient satisfaction measures as indicators of health care quality (Carlson et al. 2000; Ford, Bach, and Fottler 1997; Rosenthal and Shannon 1997; Young, Meterko, and Desai 2000). In some organizations, patient satisfaction survey results are used in determining provider compensation (Gold et al. 1995).

As in any measurement procedure, biased results ...

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