Medical Care | VOL. 60

A Systematic Review of Strategies to Enhance Response Rates and Representativeness of Patient Experience Surveys

Publication Date Oct 19, 2022


Data from surveys of patient care experiences are a cornerstone of public reporting and pay-for-performance initiatives. Recently, increasing concerns have been raised about survey response rates and how to promote equity by ensuring that responses represent the perspectives of all patients. Review evidence on survey administration strategies to improve response rates and representativeness of patient surveys. Systematic review adhering to the Preferred Reporting Items for Systematic reviews and Meta-Analyses guidelines. Forty peer-reviewed randomized experiments of administration protocols for patient experience surveys. Mail administration with telephone follow-up provides a median response rate benefit of 13% compared with mail-only or telephone-only. While surveys administered only by web typically result in lower response rates than those administered by mail or telephone (median difference in response rate: -21%, range: -44%, 0%), the limited evidence for a sequential web-mail-telephone mode suggests a potential response rate benefit over sequential mail-telephone (median: 4%, range: 2%, 5%). Telephone-only and sequential mixed modes including telephone may yield better representation across patient subgroups by age, insurance type, and race/ethnicity. Monetary incentives are associated with large increases in response rates (median increase: 12%, range: 7%, 20%). Sequential mixed-mode administration yields higher patient survey response rates than a single mode. Including telephone in sequential mixed-mode administrat...


Response Rates Survey Administration Patient Experience Surveys Mail Administration Sequential Administration Monetary Incentives Survey Response Median Increase Systematic Review Telephone Follow-up

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