DoD Patient Satisfaction Survey Analysis

Department of Defense Medical Treatment Facilities (MTF) assess the level of patient satisfaction at Army, Navy and Air Force facilities across the nation through the analysis of monthly consumer satisfaction surveys. A statistical analysis of data for all regions was performed for the period January 1997 to October 1999. Data from 22,495 completed surveys were included in the analysis. The purpose of the analysis is to determine which factors most influence the patient's perception of quality of service. Univariate Analysis of Variance (ANOVA) and Regression produced the following results.

**Case Processing Summary**
	Cases
	Valid		Missing		Total
	N	Percent	N	Percent	N	Percent
Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED * MSERVICE	21495	95.4%	1043	4.6%	22538	100.0%
Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED * MBENEGRP	21495	95.4%	1043	4.6%	22538	100.0%

OVERALL QUALITY OF CARE & SERVICE RECEIVED * MSERVICE

		MSERVICE			Total
		1 A	2 F	3 N	Total
Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED	5 EXCELLENT	6068	1779	3645	11492
	4 VERY GOOD	3149	754	2062	5965
	3 GOOD	1530	282	973	2785
	2 FAIR	491	88	300	879
	1 POOR	221	30	123	374
Total		11459	2933	7103	21495

OVERALL QUALITY OF CARE & SERVICE RECEIVED * MBENEGRP

Count
		MBENEGRP						Total
		1 ACT	2 DA	3 RET	4 DR:DS	5 GRD	6 OTH	Total
Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED	5 EXCELLENT	1889	2805	3364	3242	75	117	11492
	4 VERY GOOD	1289	1834	1203	1516	72	51	5965
	3 GOOD	690	1097	316	619	34	29	2785
	2 FAIR	215	392	100	155	11	6	879
	1 POOR	83	166	43	72	3	7	374
Total		4166	6294	5026	5604	195	210	21495

Key: Active Duty (AD), Dependent of Active Duty (DA), Retiree (RET), Dependent of Retiree or Deceased (DR:DS), Guard and Reserve (GRD), Other (OTH)

Univariate Analysis of Variance

**Tests of Between-Subjects Effects**
Dependent Variable: Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED
Source	Type III Sum of Squares	df	Mean Square	F	Sig.
Corrected Model	1300.586(a)	107	12.155	14.222	.000
Intercept	10246.629	1	10246.629	11989.011	.000
MSERVICE	13.119	2	6.560	7.675	.000
AGE	29.629	7	4.233	4.952	.000
MBENEGRP	10.251	5	2.050	2.399	.035
MSERVICE * AGE	10.888	14	.778	.910	.547
MSERVICE * MBENEGRP	22.674	10	2.267	2.653	.003
AGE * MBENEGRP	29.094	26	1.119	1.309	.134
MSERVICE * AGE * MBENEGRP	38.007	43	.884	1.034	.410
Error	18278.794	21387	.855
Total	411695.000	21495
Corrected Total	19579.380	21494
a R Squared = .066 (Adjusted R Squared = .062)

REGRESSION

**Model Summary**
	R	R Square	Adjusted R Square	Std. Error of the Estimate	Change Statistics
Model	R	R Square	Adjusted R Square	Std. Error of the Estimate		R Square Change	F Change	df1	df2
1	.171(a)	.029	.029	.94	.029	325.103	2	21492	.000
a Predictors: (Constant), AGE, MSERVICE

**ANOVA (b)**
Model		Sum of Squares	df	Mean Square	F	Sig.
1	Regression	574.949	2	287.474	325.103	.000(a)
	Residual	19004.432	21492	.884
	Total	19579.380	21494
a Predictors: (Constant), AGE, MSERVICE
b Dependent Variable: Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED

**Coefficients (a)**
		Unstandardized Coefficients		Standardized Coefficients	t	Sig.
Model		B	Std. Error	Beta	t	Sig.
1	(Constant)	3.788	.024		159.546	.000
	MSERVICE	2.033E-02	.007	.019	2.856	.004
	AGE	7.796E-02	.003	.173	25.499	.000
a Dependent Variable: Q3J OVERALL QUALITY OF CARE & SERVICE RECEIVED