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Surveying clinical trial participant satisfaction
Trials volume 16, Article number: P45 (2015)
This pilot study was conducted to evaluate participants’ satisfaction when attending appointments at one of the HPS2-THRIVE trial clinics, by collecting and comparing data about their expectations and perceptions.
Using a modified version of the SERVQUAL questionnaire, participants were asked to assign a score to each of 10 service quality factors (SQFs) on a 5 point Likert scale to indicate (i) how important they considered each SQF in relation to their attendance at the clinic & (ii) their actual experience that day. Participants were also invited to describe anything they found particularly satisfying or dissatisfying about attending the study clinic.
44 (90%) of 49 consecutively attending participants agreed to complete this questionnaire, but 11 of the returned questionnaires were not fully completed. The remaining 33 questionnaires were included in a gap analysis. The overall mean score across all 10 SQFs was 4.6 for importance and 4.9 for actual experience. Actual experience scores exceeded importance for all SQFs except ‘Access’.
Free-text descriptions were provided on 23 questionnaires; descriptions of particularly satisfying experiences outnumbered those of dissatisfying experiences by 3:1. The main source of satisfaction related to staff friendliness and most of the dissatisfaction related to access.
Overall, participants’ experience exceeded their expectations, the only exception being ‘Access’. ‘Friendliness’ was a key factor and should be included in the SQFs future. Nearly all participants were happy to complete the questionnaire and most were able to do so, but around 25% may have benefitted from assistance in completing it.
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Bray, C. Surveying clinical trial participant satisfaction. Trials 16, P45 (2015). https://doi.org/10.1186/1745-6215-16-S2-P45
- Clinical Trial
- Study Clinic
- Pilot Study
- Likert Scale
- Quality Factor