Service Satisfaction Survey

Henderson, Juliet
Project title: 
Optimizing Assistive Technology Service with Video Teleconferencing
Project Number: 
Tool type: 
Tool class: 
Nonengineering tool
Disability targeted: 
Communication disabilities
Study target: 
Participants who come to an Alternative and Augmentative Communication (AAC) evaluation and consultation via Telemedicine
Study purpose or goal: 
To deterimine how satisfied they are with certain elements of the evaluation to comparing face-to-face to video telemedicine
Who administers this tool?: 
Client and their team of professionals as well as caregivers
Ease of use: 
Time to complete: 
10 minutes
Equipment required: 
Are any approvals required?: 
The survey received approval as part of the overall grant
How is it administered?: 
The survey is distributed at the end of the evaluation. Via telemedicine, the participant is asked at the end of the session to fill in the survey and the casemanager keeps all the forms which are turned in at the end. At the end of face-to-face sessions, clients are given the survey and taken to a separate room to complete it. The form is left in a box
What is the scope or what areas does it cover?: 
This could also be used for consultation and training sessions.
Development background: 
The development of the Service Satisfaction Survey included examination of the telemedicine literature available at the time and clinical experience from people conducting feedback surveys. The survey was evaluated by outside researchers in telemedicine, as well as statisticians and therapists. The survey was also evaluated by an advisory panel which included consumers
Development methodology: 
The questions and methodology were selected based on research discussions.
Outside consultation: 
The survey was evaluated by outside researchers in telemedicine, as well as statisticians and therapists
Consumer input: 
The survey was evaluated by an advisory panel which included consumers
Can this development process be used elsewhere?: 
While the survey was designed for AAC evaluations, researchers might be able to use it to find out how satisfied someone is with a video service versus face-to-face. Modifications can be made in the type of technology that might be listed for the evaluati
Can this tool be used for other purposes/populations?: 
Several different populations were sampled
Sample type: 
Several different populations were sampled
Data analysis: 
Is in process
The only limitation was in ensuring participants completed the form accurately.
Data analysis was in process at the time of the interview. Researchers use T-test and Mann-Whitney. T-tests produce the most straightforward results. A few different people in the team felt more comfortable with face-to-face versus video teleconferencing. The strongest finding is that face-to-face and video teleconferencing are both strongly satisfactory. Time spent in evaluation is the same. Man hours were measured and hopefully that will help as people seek additional funds from Medicare and Medicaid. Overall, both methods are well matched and video teleconferencing is a good medium for evaluations.
Peer review status: 
"Outcomes of AAC Evaluations Through Video Teleconferencing", ASHA, Atlanta, November 21, 2002 available on web site