Following a Telephone Survey with a Mail Survey

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1 Following a Telephone Survey with a Mail Survey Katrina Wynkoop Simmons, Ph.D. BRFSS Coordinator Center for Health Statistics Washington State Department of Health 6 th Annual Regional Training Workshop Atlanta, Georgia October 29, 2009 October 29,

2 Overview What s the problem? What did we do? How did we do it? What did we find out? What s Next? Center October for Health 29, 2009 Statistics 2

3 What s the Problem? Response rates Potential bias Suspicious respondents Center October for Health 29, 2009 Statistics , 3

4 What did we do? Developed a mail questionnaire for Respondents who asked for a paper copy Selected respondents and households with address matches who Could not be reached during the calling period or Refused Center October for Health 29, 2009 Statistics , 4

5 What did we do? Developed two versions of the mail questionnaire and cover letter: Screened: for selected respondents Example: Oldest woman, youngest man Unscreened: for households where no respondent was selected Adult with the last birthday Center October for Health 29, 2009 Statistics , 5

6 Center October for Health 29, 2009 Statistics , 6

7 How did we do it? Two strategies: Solicited questionnaire Unsolicited questionnaire Timing: Send the mail survey after the telephone study finished for a month Address Screening: Delete Bad Addresses Reminder Postcard: Send 7-10 days later Center October for Health 29, 2009 Statistics , 7

8 Solicited Questionnaire Modified the telephone introduction to offer a mail survey to non-responders who Refused to take the survey or Were willing to set up a call-back appointment Center October for Health 29, 2009 Statistics , 8

9 Comments: Solicited Q aire People who refused both phone & mail surveys were coded as 2-time soft refusals, and were not available for refusal conversion Some potential respondents were Confused about how a survey company had both telephone number and address Irate, asserting that their privacy had been violated Mail survey ate up 10-15% of expected Aug. landline completes Center October for Health 29, 2009 Statistics , 9

10 Unsolicited Questionnaire Modified the telephone survey introduction Did not offer the mail survey unless explicitly asked for one Mailed unsolicited surveys to People who refused Households that were not reached Center October for Health 29, 2009 Statistics , 10

11 Comments: Unsolicited Q aire Refusal conversions remained active Phone/mail refusals no longer ate up the landline completes People could no longer opt out with only one telephone contact People no longer worried about the company having their addresses as well as their telephone numbers Center October for Health 29, 2009 Statistics , 11

12 What did we ask? The questionnaire includes the CDC Core topics Health Status Healthy Days: Health- Related Quality of Life Health Care Access Sleep Exercise Diabetes Oral Health Cardiovascular Disease Prevalence Asthma Disability Tobacco Use Demographics Alcohol Consumption Immunization Falls Seatbelt Use Drinking and Driving Women s Health Prostate Cancer Screen Colorectal Cancer Screen HIV/AIDS Emotional Support and Life Satisfaction Center October for Health 29, 2009 Statistics , 12

13 and State-Added Questions Would you ever use or wear something that had a tobacco company logo or picture on it? During the past year have you received a free sample or a coupon for a free sample of cigarettes or other tobacco products? During the past year have you been somewhere, such as a concert or special event, where tobacco companies were having a promotion, for example giving away free samples or having a special give away? Would you ever be interested in getting text messages on your cell phone that help in quitting tobacco? Do you consider yourself to be heterosexual (straight), homosexual (gay or lesbian), bisexual, or something else? Center October for Health 29, 2009 Statistics , 13

14 Washington State Health Survey 2009 Washington State Department of Health, Center for Health Statistics and Centers for Disease Control and Prevention, Behavioral Surveillance Branch Supported in part by Cooperative Agreement U58/CCU and 1U58DP October 29,

15 Today s Date / / Month Day Are you: Male Female A. Your General Health 1.1 Would you say that in general your health is: Excellent Very Good Good Fair Poor 2.1 Now thinking about your physical health, which includes physical illness and injury, for how many days during the past 30 days was your physical health not good? Number of days [If none enter 00. ] October 29,

16 Another question format B. Health Problems 9.1 Has a doctor, nurse, or other health professional EVER told you that you had any of the following? Check one box for each item NOT YES NO SURE a. A heart attack, also called a myocardial infarction? b. Angina or coronary heart disease? c. A stroke? October 29,

17 Thank you very much for your time and cooperation! Please place the completed survey in the pre-paid return envelope and mail back to: Gilmore Research Group 2324 Eastlake Ave. E, Suite 300 Seattle, WA If you have misplaced the return envelope, please call ext. 131 or , ext. 131 for a replacement. If you would like more information or results about the survey, you can look on the Internet at: or Or call the study director, Katrina Simmons, toll-free in Washington, at October 29,

18 Selecting Mail Recipients Estimating qualified sample: ~1,200/month Removing bad addresses: ~ 1,080/month Estimating the number to mail: Total annual target completes = 675 Monthly target completes = 56 Estimate ~>20% response rate Randomly select ~260 addresses to receive mail surveys October 29,

19 The mailed packet Outer envelope addressed to the target household Cover letter on state letterhead with information and confidentiality assurance Questionnaire Business Reply envelope, postage-paid October 29,

20 STATE OF WASHINGTON DEPARTMENT OF HEALTH REMINDER Recently we mailed your household an important health survey. If you have not yet done so, please complete and return it in the postage paid envelope that was included. We need your participation! Your responses, combined with those of people throughout the state will help improve public health programs and the health of our state s population. If you have already mailed the completed survey, we thank you very much! If you need a replacement survey or return envelope or have questions about the study, please call Gilmore Research toll-free at ext 131. We appreciate your help on this survey. October 29,

21 What Did We Find? 51% from telephone refusals 72% from respondent contact dispositions 26% from answering machine dispositions 85% residential; 15% non-residential Least productive: 1% Away for duration 2% No answer October 29,

22 What s Next? We will continue the mail survey in 2010 (pending funding). We will NOT offer the mail survey unless specifically asked. We will compare the response rate for data collected immediately after the calling month with data collected for earlier months. We will consider the cost of the mail survey to evaluate its contribution to increased response rate Reducing potential bias in the landline survey October 29,

23 Questions?

24 Thank You!

25 Contact Information Katrina Wynkoop Simmons BRFSS Coordinator Center for Health Statistics PO Box Olympia, WA Telephone: (360) Web: Anthony Salisbury BRFSS Manager Gilmore Research Group th Ave, 8 th floor Seattle, WA Telephone: (206) ASalisbury@Gilmore-Research.com Web: October 29,

26 Additional Issues IRB Requirements Cover Letters Information Page October 29,

27 Contacting Respondents The cover letter and reverse had to cover nine IRB required elements: 1. State that the survey involves research; explain why the study is being done. 2. Describe study procedures; estimate the time required to complete it. 3. Explain why the individual was selected. 4. Give examples of the most personal questions and state that participants may refuse to answer any question or item. 5. Describe the risks or discomforts and how they are minimized. Center October for Health 29, 2009 Statistics , 27

28 Contacting Respondents, con t. 6. Describe the anticipated benefits (e.g., in terms of program usefulness). 7.Describe procedures for protecting confidentiality of study information. 8.State that study participation is voluntary and that subjects may refuse to participate or stop the interview at any time with no penalty. 9.Explain who to contact if they have questions about the study. Center for Health Statistics October 29, , 28

29 Cover Letter-Respondent Selected Dear <Name or Household>: Your household has been chosen to participate in a health survey of Washington State residents sponsored by the Centers for Disease Control and Prevention (CDC) and the Washington State Department of Health. Gilmore Research Group will do the survey for the Department of Health. We are doing the survey for public health research. The questions are about a variety of health issues. They also include some general questions that will help us compare your answers to those of other people. We will use your answers to the questions in this survey to help improve the health of adults in our state, as well as improve state health programs. Recently we called your home, and <insert name and /or relationship of respondent selected> was selected to be sent the survey out of all the adults 18 years of age or older living in your household. Your experiences are important so please complete the enclosed survey and return it using the postage paid envelope. You don t have to do the survey, but your answers will help make public health better in our state. The more people like you who complete and return their surveys, the more useful the results will be. Please help us and be counted! Information about this study and about the confidential nature of the survey is provided on the back of this letter. In the meantime, if you have questions about the study, or about how to complete the survey, please call me toll-free at Thank you for your help. October 29,

30 Respondent Not Selected Dear Household Member: Your household has been chosen to participate in a health survey of Washington State residents sponsored by the Centers for Disease Control and Prevention (CDC) and the Washington State Department of Health. This survey is part of a public health research project intended to help improve the health of adults in our state, as well as to improve state health programs. Gilmore Research Group has been hired to conduct the survey for the Department of Health. This survey is voluntary. However, your experiences are important, and we d like to include them in our study. Please complete the enclosed survey and return it using the postage paid envelope. The more people like you who complete and return their surveys, the more useful the results will be. Please help us and be counted! More information about this study is printed on the back of this letter. If you have questions about the study, or about how to complete the survey, please call us toll-free at Thank you for your help. October 29,

31 Cover letter (reverse) What is this research study? The Washington State Department of Health (DOH), working with the Centers for Disease Control and Prevention (CDC), is gathering information on the health practices of Washington residents. This is a research study. The department will use the information from the survey to guide state public health policy. The CDC will compare the health and health experiences of people living in Washington to people in other states. October 29,

32 Cover letter (reverse), continued What Kinds of Questions are in the Survey? The survey questions are about a variety of health issues and include general questions that will help us compare your answers to other participants. The survey usually takes between 10 and 20 minutes to finish. Some of the questions are personal and might not apply to you or your life. Although we would like you to answer all the questions, you don t have to answer any question you don t want to. October 29,

33 Cover letter (reverse), continued How do you protect my answers? All information obtained in the survey is confidential. Your answers will be combined with the answers of hundreds of other people participating in the survey. After the survey is completed, the data will be stored on a secure network in password protected files. After the data are entered and checked, your name, phone number, and address will be permanently erased from the mail survey file. This usually happens within one month. October 29,

34 Cover letter (reverse), continued We share non-identified research data with public health researchers in national, state and local health departments, universities and research organizations. Information sent to researchers never includes your name, telephone number, or any other information that could identify you. The DOH has hired Gilmore Research Group, an independent research company in Seattle, to carry out the survey, collect the answers and prepare the data files. October 29,

35 Cover letter (reverse), continued How Did You Get My Address? The survey began as an interview conducted over the telephone. Each month a set number of telephone num- bers from among all the possible telephone numbers in the state is randomly selected. After a month, if we have not been able to reach the person in the household who was selected to be interviewed, we mail them the questionnaire. We find the address associated with the telephone number using a reverse directory of publicly listed addresses. October 29,

36 Cover letter (reverse), continued Additional Information Participation in the survey is voluntary. Although your participation is very important to us, deciding not to participate will not affect any services you may be receiving. Contact Information Name, address and toll-free telephone numbers for the BRFSS Coordinator and for Gilmore Research Group. The Survey introduction repeated this information. October 29,

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