Touch-screen versus paper-and-pen questionnaires: effects on patients' evaluations of quality of care.

Purpose: The aim of the paper is to compare the computer administration method (touch-screen) with the original paper-and-pen approach when measuring patients' perceptions of care quality.

Design/methodology/approach: The study group consisted of 199 patients who responded to touch-screen and 219 who responded to paper-and-pen questionnaires, receiving care between January and March 2003 at two out-patient clinics in one county in Sweden. The response rate was 75 per cent. A modified version of the quality from the patient's perspective questionnaire was used.

Findings: Two main findings emerged: first, both methods yielded almost identical results in quality of care ratings, and second, the touch-screen method was perceived to be easier to use and to take less time to complete.

Originality/value: The paper shows that both methods are acceptable, but the touch-screen method appears to be preferred by patients.