Open-ended questions in surveys of patients' satisfaction with family doctors

OBJECTIVE: To compare replies to open-ended and closed questions about patient satisfaction with family doctors. METHODS: Two centres of primary health care in Białystok in northeast Poland were chosen. A self-administered questionnaire was mailed to 1000 people (500 from each centre) aged 18 years and over, randomly selected from the practices. Possible responses to the one closed question were: very good, good, bad, very bad or difficult to say. Replies to two open-ended questions were categorized as positive, neutral, negative or ambivalent. RESULTS: The response rate was 57.9%. There were some discrepancies between the closed-question response and the open-ended question replies. Some of those who replied good or very good to the closed question expressed negative views in response to the two open-ended questions (14.0% and 12.4%). CONCLUSIONS: Answers to open-ended questions add value to a patient satisfaction survey by providing information that answers to closed questions may not elicite.