The Effect of Response Scale, Administration Mode, and Format on Responses to the CAHPS Clinician and Group Survey
Article first published online: 29 JAN 2014
© Health Research and Educational Trust
Health Services Research
Volume 49, Issue 4, pages 1387–1399, August 2014
How to Cite
Drake, K. M., Hargraves, J. L., Lloyd, S., Gallagher, P. M. and Cleary, P. D. (2014), The Effect of Response Scale, Administration Mode, and Format on Responses to the CAHPS Clinician and Group Survey. Health Services Research, 49: 1387–1399. doi: 10.1111/1475-6773.12160
- Issue published online: 23 JUL 2014
- Article first published online: 29 JAN 2014
- Agency for Healthcare Research and Quality. Grant Number: U18HS016978
- CAHPS ;
- survey methods;
- patient experience surveys
To examine how different response scales, methods of survey administration, and survey format affect responses to the CAHPS (Consumer Assessment of Healthcare Providers and Systems) Clinician and Group (CG-CAHPS) survey.
A total of 6,500 patients from a university health center were randomly assigned to receive the following: standard 12-page mail surveys using 4-category or 6-category response scales (on CG-CAHPS composite items), telephone surveys using 4-category or 6-category response scales, or four-page mail surveys.
A total of 3,538 patients completed surveys. Composite score means and provider-level reliabilities did not differ between respondents receiving 4-category or 6-category response scale surveys or between 12-page and four-page mail surveys. Telephone respondents gave more positive responses than mail respondents.
We recommend using 4-category response scales and the four-page mail CG-CAHPS survey.