Chapter 5. Quality Management

Data Collection and Analysis

How do we analyze patient satisfaction surveys?

Analysis of data can be accomplished through a spreadsheet, database, or statistical software. Generally, any question that yields a negative response rate of greater than ten percent of the respondents identifies an area that should be further investigated as part of the clinic's QA/I process.

Surveys should be repeated about twice a year. The same questions, worded the same way, should be used to allow identification and tracking of trends. If new items of concern arise between surveys, then new questions can be added.

Autodata Systems external link offers a package of software and a scanner that will create and read survey forms and automatically compute frequency distributions and other statistics. While a system such as this is not necessary, it can save significant time in compiling and analyzing survey data.



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