Frequently Asked Questions

What is the National HTC Patient Satisfaction Survey (PSS)?

The Hemophilia Treatment Center (HTC) National Patient Satisfaction Survey (PSS) is a brief set of questions that gives people with hemophilia, von Willebrand Disease and other inherited bleeding disorders a chance to say what they think about HTC care in the US. It further provides the opportunity for patients to make suggestions on how to improve HTC care.

Why did you send out the PSS?

What patients think about their HTC care is important: what HTCs are doing well, and where HTCs need to improve services. Individual HTCs have conducted patient satisfaction surveys in the past, but this is the first nationwide survey, used by 133 (97%) HTCs in the US. With nearly all HTCs using the same survey, we can discover if there are differences in patient satisfaction with HTC care across the country.

When did you send out this survey? When did you stop receiving surveys?

HTCs sent the PSS to patients/families at the beginning of 2015 regarding the care they received in calendar year 2014.  We stopped receiving surveys in August 2015.  

Who was the survey sent to? Was the survey handed out in clinics, or mailed?

HTCs sent surveys to all households where a patient with a bleeding disorder lived. We asked parents or caregivers to fill out the survey if the patient was under 17 years old. In most cases, HTCs mailed out the surveys. A small number of surveys were handed out in clinic. 

Could the PSS be filled out online or just on paper?

Both! The instructions on the PSS letter had a link to allow patients to fill out the PSS online.

Was the survey just in English?

No, the PSS was in both English and Spanish: both the online and paper versions.

Did patients get a reminder if they forgot to fill out a survey?

No.

Where did patients send the completed surveys?

The surveys were returned to the University of Colorado HTC. The staff there entered all survey data.

How many people completed and returned a survey?

5006 people filled out a survey, the largest ever in the US. This 5006 represented 17.7% of all surveys sent out. This is a fairly good percentage, especially as we did not send any reminders.

What did you find out?

Most patients were “usually” or “always” satisfied with HTC information and services. But, as expected, there are areas where HTCs can continue to improve. Also, some barriers to care (including language and insurance) were seen more in certain parts of the country than in others. The PSS patients and caregivers feedback helps us to know what kinds of things each center, region, and nationwide need to work on to improve care.

Do you have statistics from my region or center?

Yes. We will be posting articles and graphics that share what we found.

I didn't get to participate and I would like to. How can I fill out a survey?

This first national survey is now complete, so it is no longer available. However, we hope to repeat the PSS regularly, about every three years. The next survey is scheduled to be sent out in early 2018. This time frame gives each center a chance to take the feedback and make improvements. We plan to compare the results of the 2018 surveys to the 2015 surveys. The hope is that at least 5000 HTC patients will complete the 2018 surveys, and we will see improvements in satisfaction with HTC care.

Was this survey anonymous?

Yes. The PSS was anonymous. There are no patient names or addresses on the PSS. But the name of the HTC was on the survey. Having the name of the HTC on the survey allowed us to categorize responses by HTC, and we sent each HTC the feedback just from their own patients.

What was in the survey?

You can see our full survey and all the questions we asked here.