Читать книгу The Quality Improvement Challenge - Richard J. Banchs - Страница 78

A survey provides quantitative and qualitative information about a large population of customers. A survey can also be used as preliminary tool to gather information and identify a target population, and subsequently conduct an interview. When preparing a survey, we recommend these steps:

1 Develop the objectives.

2 Calculate the sample size. Use standard formulas as needed (you can easily find them online).

3 Draft each question and determine the measurement scale. Numeric scales are often easier to work with but qualitative scales are sometimes needed. If necessary, include a “not applicable” category.

4 Determine how you are going to code the survey to maintain anonymity.

5 Make sure you conduct a pilot to assure the questions probe the correct issues and the answers are appropriate to the questions. Nothing is more disappointing than to find the survey you worked hard to design and administer is not fulfilling its purpose.

6 Decide how you will send the survey (email, mail, fax, download from web page, etc.).

7 Decide on the timeline and how you are going to get the surveys back.

Questionnaires designed in the United States may not be valid when applied to patients from other countries, as there may be disparities in patient expectations and cultural biases .

When direct methods for soliciting feedback are not available, indirect ways such as emails, phone interviews, or letters can be used to ensure that the needs and expectations of the customers are known.