Extraction of Items that Affect the Next Use, Using the Results of the Our Facilities Questionnaire

Abstract

Objective: Our facility distributes postcard-format questionnaires to persons undergoing full medical examinations. The questionnaire content evaluates the staff response, environment and equipment, health check-up content, wait times, and desire to repeat the experience. Between 2014 and 2017, data from 4,941 questionnaire postcards were collected to investigate the correlation between “desire to repeat the experience” and each questionnaire item.

Methods: Responses for “staff response,” “environment and equipment,” “health check-up content,” and “wait times” were evaluated on a 5-level scale, while that of “desire to repeat the experience” was evaluated on a 4-level scale. Data analyzed were from 4,841 questionnaire postcards collected between 2014 and 2017; postcards with any omitted responses were excluded. The survey used Spearman’s rank correlation coefficient (r_s) to identify items strongly associated with “desire to repeat the experience.”

Results: “Staff response” in 2017 had the highest value of r_s at 0.69, followed by “environment and equipment” in both 2014 and 2017 at 0.67. Furthermore, “wait times” had the lowest r_s value at 0.58 in 2015; however, from 2014 to 2017, all questionnaire items and “desire to repeat the experience” showed correlation coefficients between 0.58 and 0.69, indicating a strong correlation.

Conclusion: Results of the survey conducted at our facility identified a strong correlation of “environment and equipment” and “staff response” with “desire to repeat the experience.” However, since these values could also suggest strong correlations with other items, heightened evaluation of all survey items may increase the positive evaluations, indicating increased “desire to repeat the experience.”