Online from: 1988
Subject Area: Health Care Management/Healthcare
Options: To add Favourites and Table of Contents Alerts please take a Emerald profile
|Title:||Telephone and web-based pediatric day surgery questionnaires|
|Author(s):||Erica Amari, (British Columbia's Children's Hospital, Vancouver, Canada), Christine Vandebeek, (Howegroup Public Sector Consultants Inc., Vancouver, Canada), Carolyne J. Montgomery, (British Columbia's Children's Hospital, Vancouver, Canada), Erik Skarsgard, (British Columbia's Children's Hospital, Vancouver, Canada), J. Mark Ansermino, (British Columbia's Children's Hospital, Vancouver, Canada)|
|Citation:||Erica Amari, Christine Vandebeek, Carolyne J. Montgomery, Erik Skarsgard, J. Mark Ansermino, (2010) "Telephone and web-based pediatric day surgery questionnaires", International Journal of Health Care Quality Assurance, Vol. 23 Iss: 3, pp.339 - 351|
|Keywords:||Canada, Customer satisfaction, Health services, Patient care, Patients, Quality assessment|
|Article type:||Research paper|
|DOI:||10.1108/09526861011029398 (Permanent URL)|
|Publisher:||Emerald Group Publishing Limited|
|Acknowledgements:||The authors thank the Day Care Surgery nurses who helped with recruitment. This project was funded by BCCH Foundation Telethon Projects Competition-Innovations Fund and Medical Affairs, Quality, Risk and Safety Provincial Health Services Authority.|
Purpose – Patient questionnaires are popular tools for assessing and improving service quality, especially as administrators are increasingly expected to consider the patient's voice in their decision making. Despite web-based questionnaire advantages, they have not been previously compared to telephone questionnaires for assessing quality. The purpose of this paper is to compare telephone questionnaire administration with a web-based version.
Design/methodology/approach – Day surgery patients from a tertiary pediatric hospital completed a telephone interview and a web-based questionnaire with identical questions. The appropriateness of the web version as a telephone version substitute was ascertained by comparing the number of changes in responses, non-responses, differences in means, the number of non-substantive responses and reliability.
Findings – The web-based questionnaire tended towards more negative responses. The mean number of missing responses did not differ between versions, although the web-questionnaire had more “not sure” responses. Inter-rater reliability was acceptable.
Research limitations/implications – Parents without internet access were unable to participate.
Practical implications – The web-based questionnaire is a good substitute for telephone-administered questionnaires.
Originality/value – The paper shows that parents were able to rate items more candidly owing to the increase in privacy and lack of interviewer bias, which is crucial for improving health service quality.
To purchase this item please login or register.
Complete and print this form to request this document from your librarian