The effect of response scale, administration mode, and format on responses to the CAHPS Clinician and Group survey

Health Serv Res. 2014 Aug;49(4):1387-99. doi: 10.1111/1475-6773.12160. Epub 2014 Jan 29.

Abstract

Objective: To examine how different response scales, methods of survey administration, and survey format affect responses to the CAHPS (Consumer Assessment of Healthcare Providers and Systems) Clinician and Group (CG-CAHPS) survey.

Study design: A total of 6,500 patients from a university health center were randomly assigned to receive the following: standard 12-page mail surveys using 4-category or 6-category response scales (on CG-CAHPS composite items), telephone surveys using 4-category or 6-category response scales, or four-page mail surveys.

Principal findings: A total of 3,538 patients completed surveys. Composite score means and provider-level reliabilities did not differ between respondents receiving 4-category or 6-category response scale surveys or between 12-page and four-page mail surveys. Telephone respondents gave more positive responses than mail respondents.

Conclusions: We recommend using 4-category response scales and the four-page mail CG-CAHPS survey.

Keywords: CAHPS; patient experience surveys; survey methods.

Publication types

  • Randomized Controlled Trial
  • Research Support, U.S. Gov't, P.H.S.

MeSH terms

  • Academic Medical Centers
  • Adolescent
  • Adult
  • Aged
  • Boston
  • Female
  • Health Care Surveys / economics
  • Health Care Surveys / methods*
  • Humans
  • Male
  • Middle Aged
  • Patient Satisfaction*
  • Postal Service
  • Qualitative Research
  • Surveys and Questionnaires / standards*
  • Young Adult