Table 2.

Comparison of responses between e-mail and waiting room surveys

RESPONSERESPONSE RATE, %UNADJUSTED OR (95% CI)ADJUSTED OR* (95% CI)
Access
Able to see a doctor, nurse, or nurse practitioner the same or next day
  • E-mail survey (N = 512)53.30.76 (0.59–0.97)0.83 (0.58–1.11)
  • Waiting room survey (N = 510)60.2ReferenceReference
Always or often able to get an answer the same day when calling with medical questions during regular practice hours
  • E-mail survey (N = 426)72.50.91 (0.67–1.24)0.73 (0.46–1.07)
  • Waiting room survey (N = 420)74.3ReferenceReference
Very easy or easy to get care in the evening and on weekends or holidays
  • E-mail survey (N = 233)53.20.90 (0.64–1.26)0.67 (0.43–1.05)
  • Waiting room survey (N = 304)55.9ReferenceReference
Patient-centredness
Always or often have the opportunity to ask questions about treatment
  • E-mail survey (N = 536)90.11.13 (0.76–1.68)0.77 (0.46–1.30)
  • Waiting room survey (N = 491)89.0ReferenceReference
Practitioners always or often spend enough time with you
  • E-mail survey (N = 539)89.21.45 (1.00–2.09)0.90 (0.55–1.46)
  • Waiting room survey (N = 518)85.1ReferenceReference
Always or often involved as much as you want to be in decisions about care
  • E-mail survey (N = 549)89.31.18 (0.81–1.72)0.73 (0.42–1.17)
  • Waiting room survey (N = 508)87.6ReferenceReference
  • OR—odds ratio.

  • * Adjusted for clinic, age, gender, income quintile, and self-rated health.