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User involvement surveys Procedure for conducting user surveys
PDUG 06/04.
Why should the Users be involved in monitoring a service.
As the service is there for the User it is only right and morally correct that the User should be asked their opinion on how a service is perceived by them. Not only is it good management practice to gain the Users perspective of a service but it is also a directive from the Government that services will be designed around the patient.
The true perspective of the User is obtained .
Not the perspective of someone who thinks they know the User's perspective.
The User feels no pressure in giving their view .
Some Patients are grateful for whatever help they receive and do not know their rights. Some Patients may feel that if they comment adversely it may affect the future service they receive.
The aim of the survey is made clear to start with .
This should hopefully prevent surveys being put together, which ask questions of no value in improving or monitoring a service.
The results of the survey are valid, reliable and useful
It is worth remembering that when conducting User Surveys what we are actually doing is conducting research. The results obtained from the research will only be of use if the actual research measures things, which are.
a. Measured accurately.
b. Truly reflect the Users perspectives
c. Are useful in helping to improve the service.
d. Obtains output measures from the services that are valid.
The initial aim of the survey is to be stated clearly.
A party with no vested interests shall complete the survey.
The relevant User Group will be involved from the start.
The questionnaire is to be constructed using the following guidelines.
Outline of stages in questionnaire construction .
- What is the theoretical starting point of the research?
- What is known already?
- What research has been done?
- What can your proposed research contribute and therefore what are its aims?
- What information is required to fulfil these aims?
- Undertake exploratory fieldwork
- If a questionnaire is to be used what type will it be and how will the sample be derived?
- Consider the most appropriate questions to ask. These will depend upon the aims of the research, the target population and the time and resources available.
- Construct a first draft taking into account the order of questions and that pre-coded questions are easier to analyse.
- Pilot the questionnaire and record the opinions of a sub sample. Gain critical but supportive comments from those familiar with the design and analysis of questionnaires.
- Edit the questionnaire to check on form, content and sequence of questions. Make sure the questionnaire is neatly typed and all instructions, coding are clear, and filter questions, if any, are understandable.
- Administer the questionnaire noting the dynamics of the interviews and comments of the interviewers. (If used)
- Analyse the questionnaire drawing upon statistical techniques.
Question wording.
- Ensure the questions are not too general or insufficiently specific.
- Use the simplest language possible to convey the meaning of the question, bearing in mind the intended audience.
- Avoid using prejudicial language, which may be unwittingly, sexist or racist in their assumptions. E.g. avoid the assumption that it is generally better to have a man at the head of a department composed of both men and women.
- Avoid ambiguity and two questions in one
- Eliminate vague words as they encourage vague answers.
- Avoid leading questions. People replying will either react negatively to your presumption or answer in accordance with what they believe to be your wishes when the aim is to discover their opinions.
- Ensure that the respondents have the necessary knowledge to answer the question.
- Do not presume that respondents follow the patterns of behaviour you wish to know about. E.g. if you are interested in how many cigarettes people smoke a day don't ask this question straight away. They may not smoke hence a filter question such as “Do you smoke” is required.
- Avoid hypothetical questions.
- Be cautious in the use of personal questions for both ethical and practical reasons.
- Recognise the problems of recall. People may not remember what is required, or it may not have the significance in their lives that you anticipate
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