Healthcare Quarterly

Healthcare Quarterly 18(3) October 2015 : 49-54.10.12927/hcq.2015.24425
Patient Experience

Understanding Patient Experience Using Internet-based Email Surveys: A Feasibility Study at Mount Sinai Hospital

Matthew Morgan, Davina Lau, Tanaz Jivraj, Tania Principi, Sandra Dietrich and Chaim M. Bell


Email is becoming a widely accepted communication tool in healthcare settings. This study sought to test the feasibility of Internet-based email surveys of patient experience in the ambulatory setting. We conducted a study of email Internet-based surveys sent to patients in selected ambulatory clinics at Mount Sinai Hospital in Toronto, Canada. Our findings suggest that email links to Internet surveys are a feasible, timely and efficient method to solicit patient feedback about their experience. Further research is required to optimally leverage Internet-based email surveys as a tool to better understand the patient experience.



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