A Randomized Experiment Investigating the Suitability of Speech-Enabled IVR and Web Modes for Publicly Reported Surveys of Patients' Experience of Hospital Care

被引：16

作者：

Elliott, Marc N. ^{[1
]}

Brown, Julie A. ^{[1
]}

Lehrman, William G. ^{[2
,3
]}

Beckett, Megan K. ^{[1
]}

Hambarsoomian, Katrin ^{[1
]}

Giordano, Laura A. ^{[4
]}

Goldstein, Elizabeth H. ^{[2
,3
]}

机构：

[1] RAND Corp, Santa Monica, CA 90407 USA

[2] Ctr Medicare Serv, Baltimore, MD USA

[3] Ctr Medicaid Serv, Baltimore, MD USA

[4] Hlth Serv Advisory Grp, Phoenix, AZ USA

来源：

MEDICAL CARE RESEARCH AND REVIEW | 2013年 / 70卷 / 02期

基金：

美国医疗保健研究与质量局;

关键词：

speech-enabled IVR; web surveys; patient satisfaction; HCAHPS; INTERACTIVE VOICE RESPONSE; MAIL SURVEY; TELEPHONE; NONRESPONSE; INTERNET; BIAS;

D O I：

10.1177/1077558712464907

中图分类号：

R19 [保健组织与事业（卫生事业管理）];

学科分类号：

摘要：

The HCAHPS Survey obtains hospital patients' experiences using four modes: Mail Only, Phone Only, Mixed (mail/phone follow-up), and Touch-Tone (push-button) Interactive Voice Response with option to transfer to live interviewer (TT-IVR/Phone). A new randomized experiment examines two less expensive modes: Web/Mail (mail invitation to participate by Web or request a mail survey) and Speech-Enabled IVR (SE-IVR/Phone; speaking to a voice recognition system; optional transfer to an interviewer). Web/Mail had a 12% response rate (vs. 32% for Mail Only and 33% for SE-IVR/Phone); Web/Mail respondents were more educated and less often Black than Mail Only respondents. SE-IVR/Phone respondents (who usually switched to an interviewer) were less often older than 75 years, more often English-preferring, and reported better care than Mail Only respondents. Concerns regarding inconsistencies across implementations, low adherence to primary modes, or low response rate may limit the applicability of the SE-IVR/Phone and Web/Mail modes in HCAHPS and similar standardized environments.

引用

页码：165 / 184

页数：20

共 35 条

[1] Speech-enabled services using TelePortal™ software and VoiceXML [J].