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Randomized Controlled Trial
. 2014 Aug;49(4):1387-99.
doi: 10.1111/1475-6773.12160. Epub 2014 Jan 29.

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

Keith M Drake  1 , J Lee Hargraves, Stephanie Lloyd, Patricia M Gallagher, Paul D Cleary
Affiliations
Randomized Controlled Trial

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

Keith M Drake et al. Health Serv Res. 2014 Aug.

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.

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Figures

Figure 1
Figure 1
Response Rate, Crossover, and Final Mode of Completion by Original Mode of Randomization
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