Patient and public engagement in healthcare research is essential for a patient-centric approach for the delivery of quality of care. These slides are a sample from our Peer Interviewing Training Workshop.

1. DHP Research & Consultancy Ltd

2. What makes a good survey
interviewer?
• Active BUT a neutral listener. E.g. avoid “ I totally
understand…”
• Is friendly, BUT neutral in attitude and behaviour
• Unexceptional in appearance
• An observer of non-verbal behaviour
• Is neutral in response to respondent’s answer
• Does not discuss their own experience, showing
surprise
Copyright DHP Research & Consultancy
2015

3. Gaining cooperation
• Be positive and optimistic. An air of apology or defeat can
sometimes trigger a refusal. Do not invite refusals.
• Be friendly, confident, and positive manner, assertive but,
not aggressive, will usually yield positive effects.
• Listen carefully to the respondents comments, and try to
determine the basis for his or her concerns or objections.
Then, target your responses to those concerns or
objections.
• Listening is one of the most important skills of successful
Field Interviewers.
Copyright DHP Research & Consultancy
2015

4. Establishing Rapport
• Rapport is one of the most important tools of any
Field Interviewer.
• As a Field Interviewer, your first responsibility is
to establish rapport with the respondent.
• You establish rapport by being?
– sensitive to his or her situation. Rapport begins as you
introduce yourself and the survey and continues
throughout the interviewing process.
Copyright DHP Research & Consultancy
2015

5. The one fundamental rule that applies
to all questions and
questionnaires is that interviewers
must not vary the wording or order
of questions except as permitted by the
instructions.
Copyright DHP Research & Consultancy
2015

6. Dealing with respondent’s
misunderstanding of the question
Copyright DHP Research & Consultancy
2015
STEP 1: Simply repeat the question
exactly as it is written and do not
offer any explanations beyond what
is provided in the questionnaire.
“What do you mean
by health care
provider?”
“I’m still not sure
what you mean by
health care
provider?”
“Whatever ‘health care
provider’ means to you.”
STEP 2

7. Closing the interview
• Under no circumstances should the interview finish on a negative or
distressed note
• A well designed survey should not close with a demanding or
distressing question
• The interviewer should undertake a quick review to see all
questions have been answered
• Respondents should be asked whether they have any questions
• A thank you and an assurance their cooperation has been
worthwhile
Copyright DHP Research & Consultancy
2015

8. For more information
Email: info@dhpresearch.com
Tel: 01295 724 233