Patient satisfaction survey instrument for use in health maintenance organizations

Barry D. Weiss, Janet H. Senf

Research output: Contribution to journalArticlepeer-review

56 Scopus citations


The objective of this research was to devise a survey instrument specifically applicable to prepaid health care plans that could accurately predict whether patients would disenroll from their current plan because of dissatisfaction when given the opportunity to do so. A “prequestionnaire” was sent to all employees at a southwestern university whose employee benefit package in-cluded the option of selecting one of several health maintenance organizations (HMOs) as a source of health care. The prequestionnaire included 90 variables reported in the literature as related to patient satisfaction. The prequestion-naire was mailed two months before “open enrollment,” the time at which subjects would have the opportunity, if desired, to change HMOs. After open enrollment, a “postquestionnaire” was sent to the same subjects, asking whether or not they did change plans during open enrollment. There were 2,365 respondents enrolled in HMOs who formed the study population. Of these, 189 (8.0%) changed HMOs during open enrollment. Discriminant function analysis was used to identify prequestionnaire variables which were pre-dictive that subjects had changed plans; 10 variables were identified. They were combined into a survey instrument, which can be scored to predict an individual subject’s probability of changing plans.

Original languageEnglish (US)
Pages (from-to)434-445
Number of pages12
JournalMedical care
Issue number5
StatePublished - May 1990


  • Consumer satisfaction
  • Delivery of health care
  • Health maintenance organizations
  • Health services
  • Physician patient relations

ASJC Scopus subject areas

  • Public Health, Environmental and Occupational Health


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