The effect of administration mode on CAHPS survey response rates and results: A comparison of mail and web-based approaches.

ABSTRACT:

Objective

The objective of this study was to compare response rates, respondents' characteristics, and substantive results for CAHPS surveys administered using web and mail protocols.

Data sources

Patients who had one or more primary care visits in the preceding 6 months.

Study design/data collection methods

Patients for whom primary care practices had email addresses were randomized to one of four survey administration protocols: web via a portal invitation; web via an email invitation; combination of web and mail; and mail only. Another sample of patients without known email addresses was surveyed by mail. Samples of nonrespondents to the Internet and mail protocols were surveyed by telephone.

Principal findings

Response rates to surveys administered using th

SUBMITTER: Fowler FJ 

PROVIDER: S-EPMC6505419 | biostudies-literature | 2019 Jun

REPOSITORIES: biostudies-literature