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Appendix C: Summary of Write-in Survey Responses by Respondent Type (continued 2)

Users of Public Reports of Hospital Quality: Who, What, Why, and How?

Friend or Family Member Respondents

5) What was the primary purpose of your visit to the Web site today? To:

Purpose	All Web Sites
	n=65
	Count	%
Choose the best hospital or compare hospitals	17	26.2%
See how good a specific hospital is	12	18.5%
Prepare for a talk with a doctor	3	4.6%
Learn about a particular disease	3	4.6%
Get practical information about a hospital	6	9.2%
Find out how much one would have to pay at a hospital	2	3.1%
General interest in Web site content	1	1.5%
Other	7	10.8%
Missing	14	21.5%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Let supervision know about poor treatment for my child
2	Career opportunities
3	Check on support group
4	Information about healthsight services
5	Looking for health care advocate by zip code
6	Problem with a hospital
7	See my sisters baby

7) Did you have other reasons (in addition to the primary reason above) for your visit today? To:

Reasons	All Web Sites
	n=65
	Count	%
Choose the best hospital or compare hospitals	5	7.7%
See how good a specific hospital is	11	16.9%
Prepare for a talk with a doctor	2	3.1%
Learn about a particular disease	5	7.7%
Get practical information about a hospital (phone number, location)	3	4.6%
Find out how much one would have to pay at a hospital	4	6.2%
No, I had no other reason	21	32.3%
Other	7	10.8%
Missing	14	21.5%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Compare doctors
2	Problem with a hospital
3	For Behavioral Health Visit—doctors office
4	INFORMATION ONLY
5	Student
6	Know someone who has been suffering about a year with hospital acquired complications
7	Find complaints filed about hospitals

8) What medical conditions are you looking for information about today?

Medical Condition	All Web Sites
	n=65
	Count	%
Heart disease (for example, heart attacks or heart failure)	12	18.5%
Surgery (for example, hip or knee replacement, or gallbladder surgery)	9	13.8%
Obstetrics and gynecology (for example, having a baby)	2	3.1%
Pediatric conditions	2	3.1%
Cancer	5	7.7%
Asthma	4	6.2%
Pneumonia	4	6.2%
None of the above	9	13.8%
Other	9	13.8%
Missing	22	33.8%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Crones issues
2	Beh. Health
3	Icu
4	Online Payment
5	Diabetes
6	Diabetes
7	Billing
8	Pain/mental health issues
9	Prostate cancer

9) What types of information about hospital care are you looking for today?

Types of Information	All Web Sites
	n=65
	Count	%
How often complications or errors occur	20	30.8%
How often infections occur	16	24.6%
How patients rate their care (for example, how many patients would recommend the hospital)	21	32.3%
How often patients survive	11	16.9%
How often patients get the correct care (for example, how many stroke patients get the right medicine)	19	29.2%
None of the above	12	18.5%
Other	9	13.8%
Missing	20	30.8%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Cost
2	Costs
3	Patient outcomes and costs
4	Experience performing procedure
5	Cost of having surgery
6	Best source of care
7	Average length of stay
8	Financial arrangements
9	Is the facility using checklists to prevent error, and in what locations

10) What type of health insurance does your friend or family member have?

Type of Health Insurance	All Web Sites
	n=65
	Count	%
Private insurance (i.e., from their employer or purchased by them)	22	33.8%
Medicare	11	16.9%
Medicaid	1	1.5%
No insurance	6	9.2%
I don't know	5	7.7%
Missing	20	30.8%

12) Why are you unlikely to use the information to help your friend or family member choose a hospital?

Reasons	All Web Sites
	n=9
	Count	%
My friend or family member does not have a choice of hospitals	1	11.1%
He or she does not need to choose a hospital or change hospitals at this time	1	11.1%
The information provided is not specific to his or her personal health condition	3	33.3%
Other factors are more important in the decision making	1	11.1%
The information provided does not cover the specific hospital I want to know about	2	22.2%
The information provided did not seem trustworthy	0	0.0%
The information is confusing or difficult to understand	3	33.3%
Other	2	22.2%
Missing	1	11.1%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Not enough detail
2	Couldn't find cost & quality info at all, ave. allowable payment, typical charge in this area. None avail. on this site that I could see.

14) What additional information would make the Web site more useful? More information about:

Additional Information	All Web Sites
	n=67
	Count	%
How well the hospital treats the specific medical condition my friend or family member has	22	32.8%
How well the hospital does the specific surgery or procedure my friend or family member needs	22	32.8%
How much my friend or family member would pay (for example, cost of a procedure or cost of a hospital stay)	13	19.4%
Practical aspects of the hospital (for example, phone number, location)	5	7.5%
Comments from people who have been patients at the hospital	16	23.9%
Hospitals that are not currently on the Web site	4	6.0%
Individual doctors within a hospital	16	23.9%
Other	12	17.9%
Missing	19	28.4%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	Means of identifying/locating Spanish speaking physicians
2	Direct Online payment
3	Easier way to see a baby's photo
4	Other institutions
5	Mistaken Web site—looking for regional health care advoce for patient
6	Is information mandatory reporting or voluntary
7	Career opportunities
8	Na
9	Specifics re health inspection/food safety inspections
10	[CITY] Facility never comes up on your [STATE] Web site—[CITY] & [CITY]
11	Patient access to their medical file
12	Who or what organization rates hospitals and are they credible

15) What would make the Web site easier for you to use?

Suggested Improvments	All Web Sites
	n=67
	Count	%
Provide a different way of searching the Web site	5	7.5%
Provide a different way of sorting the results on the Web site	8	11.9%
Make the information easier to understand (for example, less technical terms)	2	3.0%
Make it easier to find the best hospital	11	16.4%
Require fewer clicks to get information that I want	8	11.9%
Other	4	6.0%
Missing	34	50.7%

The "Other" category in the table includes the following answers from respondents:

#	Text Entered
1	None
2	I liked the Web site...just not right for what I am looking for
3	List the [AREA] facility
4	I feel basically it is a good set up

16) Please use this box to write any details about what would make this Web site more useful or easier for you to use.

#	Text Entered
1	Every time I have gone to your Web site, if I don't type in [HOSPITAL, CITY] it does not come up. If you want [LOCATION] people to know about your facility, (we were the first patients at your [CITY] facility because our doctor informed us, it must come up with your [STATE] facilities. Thank you!
2	Perhaps if you could just have a box where we type in what we want to know, i.e., tests, procedures, etc
3	I like regional information to be available via area code info. HOWEVER this is a very informative Web site. Personally, I like the first question to be—your area code and then using that the information that is presented would be customized to my area.
4	Excellent. Live in [NAME] County. Only 2 NF for rehabilitation. PCG is [NAME] would like to find out more information about quality and also doctors.
5	I want to inquire about the Spine Center
6	I found the search very 'busy'—it was hard to understand at first. Also, I was searching for 'preventative care', and the results showed something about women over 50 and testing for STDs—that was useless information for me.
7	Wanted more information on Alternative medicine
8	I was at [HOSPITAL]. The management was extremely non flexible regarding access to my wife's medical records while in the hospital. Made it impossible to be up to date and current with her medical care.
9	Have additional screens open in new tabs, rather than windows.
10	I'd like to see more choices in surgeries and conditions.
11	I would like to be able to see all the results for the care provider I am currently using rather than having to look them up in each category.

Current as of December 2011

Internet Citation: Appendix C: Summary of Write-in Survey Responses by Respondent Type (continued 2): Users of Public Reports of Hospital Quality: Who, What, Why, and How?. December 2011. Agency for Healthcare Research and Quality, Rockville, MD. http://www.ahrq.gov/professionals/quality-patient-safety/quality-resources/value/pubreportusers/pubusersapc2.html