Question 16.26

16.26 Patient satisfaction.

A Wisconsin health care provider has a network of hospitals serving communities throughout eastern Wisconsin. In an attempt to continually improve its services, this provider conducts patient and employee satisfaction surveys. To measure overall rating of a given hospital, patients are asked, “Would you recommend this hospital to your friends and family?” Answer choices are definitely no, probably no, probably yes, definitely yes. The responses are coded numerically from 1 to 4. Here are quarterly survey data for one of its urban-based hospitals and for one of its suburban-based hospitals.

hsurvey

Response code Response Urban Suburb
1 definitely no 12 6
2 probably no 33 9
3 probably yes 47 33
4 definitely yes 58 52
  1. Is there a relationship between location and rating? Use the chi-square test to answer this question.
  2. The chi-square test ignores the ordering of the rating categories. The provided data file contains data on the 250 patients surveyed. The first variable is the location (Urban or Suburb) and the second is the rating code as it appears in the table (1 to 4). Is there good evidence that patients in one location have systematically higher satisfaction ratings than in the other?