Telephone and web‐based pediatric day surgery questionnaires

Erica Amari (British Columbia's Children's Hospital, Vancouver, Canada)
Christine Vandebeek (Howegroup Public Sector Consultants Inc., Vancouver, Canada)
Carolyne J. Montgomery (British Columbia's Children's Hospital, Vancouver, Canada)
Erik Skarsgard (British Columbia's Children's Hospital, Vancouver, Canada)
J. Mark Ansermino (British Columbia's Children's Hospital, Vancouver, Canada)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Publication date: 23 March 2010



Patient questionnaires are popular tools for assessing and improving service quality, especially as administrators are increasingly expected to consider the patient's voice in their decision making. Despite web‐based questionnaire advantages, they have not been previously compared to telephone questionnaires for assessing quality. The purpose of this paper is to compare telephone questionnaire administration with a web‐based version.


Day surgery patients from a tertiary pediatric hospital completed a telephone interview and a web‐based questionnaire with identical questions. The appropriateness of the web version as a telephone version substitute was ascertained by comparing the number of changes in responses, non‐responses, differences in means, the number of non‐substantive responses and reliability.


The web‐based questionnaire tended towards more negative responses. The mean number of missing responses did not differ between versions, although the web‐questionnaire had more “not sure” responses. Inter‐rater reliability was acceptable.

Research limitations/implications

Parents without internet access were unable to participate.

Practical implications

The web‐based questionnaire is a good substitute for telephone‐administered questionnaires.


The paper shows that parents were able to rate items more candidly owing to the increase in privacy and lack of interviewer bias, which is crucial for improving health service quality.



Amari, E., Vandebeek, C., Montgomery, C., Skarsgard, E. and Ansermino, J. (2010), "Telephone and web‐based pediatric day surgery questionnaires", International Journal of Health Care Quality Assurance, Vol. 23 No. 3, pp. 339-351.

Download as .RIS



Emerald Group Publishing Limited

Copyright © 2010, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.