Performance of the provider recognition program's survey to assess patient satisfaction with the provision of diabetes care in primary care

Victor M. Montori, Susan S. Bjornsen, Erin M. Green, Julie M. Drake, Carla Bauer, Ann R. Bills, Sean F. Dinneen, Sandra C. Bryant, Steven A. Smith

Research output: Contribution to journalArticle

4 Scopus citations

Abstract

Objective: To measure, for the first time, the performance of the American Diabetes Association-National Committee for Quality Assurance Provider Recognition Program (PRP) survey in assessing patient satisfaction with the provision of diabetes care. Study design: Postal survey. Patients and methods: The PRP survey satisfaction questions and the Diabetes Treatment Satisfaction Questionnaire were mailed to a random sample of 607 patients with diabetes attending 3 medical practices (63 primary care providers), with an additional mailing to nonresponders. Results: On face validity, the PRP survey incompletely addressed satisfaction with the provision of diabetes care. The response rate was 67%. The items in the PRP survey were correlated internally (Cronbach α coefficient = .89) and with the Overall Satisfaction scale (r = 0.40-0.56; P < .001 for all) of the Diabetes Treatment Satisfaction Questionnaire (concurrent validity). The instrument was skewed toward satisfaction. After recoding all less-than-totally satisfied responses as expressing dissatisfaction, 25% of the surveys indicated dissatisfaction with diabetes care. Conclusions: The PRP patient satisfaction survey is an internally consistent and valid measure of patient satisfaction. However, it is incomplete and skewed toward satisfaction. Development of a patient dissatisfaction metric might play a more significant role in orienting quality improvement efforts and benchmarking.

Original languageEnglish (US)
Pages (from-to)365-372
Number of pages8
JournalAmerican Journal of Managed Care
Volume8
Issue number4
StatePublished - Apr 29 2002

ASJC Scopus subject areas

  • Health Policy

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    Montori, V. M., Bjornsen, S. S., Green, E. M., Drake, J. M., Bauer, C., Bills, A. R., Dinneen, S. F., Bryant, S. C., & Smith, S. A. (2002). Performance of the provider recognition program's survey to assess patient satisfaction with the provision of diabetes care in primary care. American Journal of Managed Care, 8(4), 365-372.