Comparison of the Assessment of Patient Satisfaction Using Active and Passive Feedback.

Abstract

Introduction: The outpatient department of any hospital is the first direct point of contact to the patients with the hospital. To understand the difficulties faced by the patients and to understand their perceptions, it is important to assess patient satisfaction. This study was designed to compare the difference in patient satisfaction responses and outcomes using two methods: active feedback collection (AFC) and passive feedback collection (PFC).

Methods: The study was conducted for a period of 2 months using a validated, structured questionnaire in four languages. To differentiate the questionnaires, those for PFC were marked P and those for AFC as A. The questionnaire consisted of 21 questions. PFC was obtained when patients voluntarily filled out the feedback forms placed at different locations, and AFC was obtained by systematically approaching randomly selected patients.

Results: Of the 809 patients who participated in the study, 131 were passive and 678 active. The study revealed that the satisfaction level was higher in the AFC group. It was observed that 82% of those in the PFC group and 35% of those in the AFC group had given specific written comments. The negative comments were higher in the PFC group than in the AFC group.

Conclusions: The AFC method gives a good overview of the patients' journeys through the system and it can be used for systemic feedback collection. The PFC method provides an avenue to get more written suggestions and adverse comments that could help in planning remedial measures. The study showed that both methods collect complementary information for the managers to facilitate improvement of services.