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.
International Journal of Health Care Quality Assurance – Emerald Publishing
Published: Jun 1, 2006
Keywords: Data collection; Patient care; Customer satisfaction; Questionnaires; Sweden
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