Development and preliminary validation of a Greek-language outpatient satisfaction questionnaire with principal components and multi-trait analyses

Aletras, Vassilis; Papadopoulos, Efthemis A; Niakas, Dimitris

doi:10.1186/1472-6963-6-66

Cited by 24 publications

(26 citation statements)

References 41 publications

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“…While longer waits on waiting rooms have a strongly negative correlation with overall satisfaction [ 38 ], longer duration of the consultation time has been associated with higher levels of overall satisfaction in ambulatory practice [ 39 , 40 ]. The physical environment of hospital outpatient services has also been reported to influence satisfaction [ 41 , 42 ], with 94–96 % of our respondents scoring it as ’better’/’much better’ than expected.…”

Section: Discussionmentioning

confidence: 84%

Perception of quality of care of patients with potentially severe diseases evaluated at a distinct quick diagnostic delivery model: a cross-sectional study

Sanclemente-Ansó

Salazar

Bosch

et al. 2015

BMC Health Serv Res

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BackgroundAlthough hospital-based outpatient quick diagnosis units (QDU) are an increasingly recognized cost-effective alternative to hospitalization for the diagnosis of potentially serious diseases, patient perception of their quality of care has not been evaluated well enough. This cross-sectional study analyzed the perceived quality of care of a QDU of a public third-level university hospital in Barcelona.MethodsOne hundred sixty-two consecutive patients aged ≥ 18 years attending the QDU over a 9-month period were invited to participate. A validated questionnaire distributed by the QDU attending physician and completed at the end of the first and last QDU visit evaluated perceived quality of care using six subscales.ResultsResponse rate was 98 %. Perceived care in all subscales was high. Waiting times were rated as ‘short’/’very short’ or ‘better’/’much better’ than expected by 69–89 % of respondents and physical environment as ‘better’/’much better’ than expected by 94–96 %. As to accessibility, only 3 % reported not finding the Unit easily and 7 % said that frequent travels to hospital for visits and investigations were uncomfortable. Perception of patient–physician encounter was high, with 90–94 % choosing the positive extreme ends of the clinical information and personal interaction subscales items. Mean score of willingness to recommend the Unit using an analogue scale where 0 was ‘never’ and 10 ‘without a doubt’ was 9.5 (0.70). On multivariate linear regression, age >65 years was an independent predictor of clinical information, personal interaction, and recommendation, while age 18–44 years was associated with lower scores in these subscales. No schooling predicted higher clinical information and recommendation scores, while university education had remarkable negative influence on them. Having ≥4 QDU visits was associated with lower time to diagnosis and recommendation scores and malignancy was a negative predictor of time to diagnosis, clinical information, and recommendation.DiscussionIt is worthy of note that the questionnaire evaluated patient perception and opinions of healthcare quality including recommendation rather than simply satisfaction. It has been argued that perception of quality of care is a more valuable approach than satisfaction. In addition to embracing an affective dimension, satisfaction appears more dependent on patient expectations than is perception of quality.ConclusionsWhile appreciating that completing the questionnaire immediately after the visit and its distribution by the QDU physician may have affected the results, scores of perceived quality of care including recommendation were high. There were, however, significant differences in several subscales associated with age, education, number of QDU visits, and diagnosis of malignant vs. benign condition.Electronic supplementary materialThe online version of this article (doi:10.1186/s12913-015-1070-2) contains supplementary material, which is available to authorized users.

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Section: Discussionmentioning

confidence: 84%

Perception of quality of care of patients with potentially severe diseases evaluated at a distinct quick diagnostic delivery model: a cross-sectional study

Sanclemente-Ansó

Salazar

Bosch

et al. 2015

BMC Health Serv Res

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“…These results concurred with those presented in other studies. [ 32 , 34 , 35 ] Results of a logistic regression identified that age, occupation, education background, and type of medical insurance of the patients could be determinants of their overall satisfaction. Several studies [ 26 , 32 , 34 ] concluded that younger patients had a lower satisfaction rate.…”

Section: Discussionmentioning

confidence: 99%

Development of an In-Patient Satisfaction Questionnaire for the Chinese Population

et al. 2015

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BackgroundPatients’ satisfaction has been considered as a crucial measurement of health care quality. Our objective was to develop a reliable and practical questionnaire for the assessment of in-patients’ satisfaction in Chinese people, and report the current situation of in-patients’ satisfaction in the central south area of China through a large-scale cross-sectional study.DesignIn order to generate the questionnaire, we reviewed previous studies, interviewed related people, held discussions, refined questionnaire items after the pilot study, and finally conducted a large cross-sectional survey to test the questionnaire.SettingThis study was conducted in three A-level hospitals in the Hunan province, China.ResultsThere were 6640 patients in this large-scale survey (another 695 patients in the pilot study). A factor analysis on the data from the pilot study generated four dimensions, namely, doctors’ care quality, nurses’ care quality, quality of the environment and facilities, and comprehensive quality. The Cronbach’s alpha coefficients for each dimension were above 0.7 and the inter-subscale correlation was between 0.72 and 0.83. The overall in-patient satisfaction rate was 89.6%.ConclusionThe in-patient satisfaction questionnaire was proved to have optimal internal consistency, reliability, and validity.

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“…9,10 The first part of the questionnaire included five items, on patient demographic variables such age, occupation, marital status, house income and education level. The second part included 28 items about service quality of the obstetrics and gynaecology clinic services: appointment system (seven items), clinic facility (four items), staff's professionalism (four items), the communication (three items), your visit with providers (seven items) and patient's overall satisfaction (three items).…”

Section: Methodsmentioning

confidence: 99%

Assessing patient satisfaction with obstetrics and gynaecology clinics/outpatient department in university hospital Konya, Turkey

2017

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Background: Patient’s satisfaction is of fundamental importance as a measure of the quality of health care. Aim of the study is to assess satisfaction with services was obtained from patients who were seen in obstetrics and gynaecology clinics, a university hospital in Konya, Turkey.Methods: A cross-sectional survey was conducted using questionnaires among patients attending obstetrics and gynaecology clinics a university hospital in Konya. The data were collected prospectively between 2nd May and 8th July 2016. Those who agreed to participate were asked to complete a set of questionnaires immediately or face to face interview was carried out if the patient was illiterate. The study instrument was a questionnaire which comprised of two parts. The first part related to respondent’s socio-demographic background and second part on patient satisfaction questions.Results: Half of the respondents (53.3%) visited obstetrics unit and 46.7% of them visited gynaecology clinics unit. 165 (52.1%) appointments were first attendance and others (47.9) follow-up visits. The average patient satisfaction was 74.5% in this study.Conclusions: Generally, the patients were satisfied with services of gynecology and obstetrics clinics. Majority of the patients were satisfied with clinic facility, staff’s professionalism, healthcare provider’s attitude and quality of medical care.

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Development and preliminary validation of a Greek-language outpatient satisfaction questionnaire with principal components and multi-trait analyses

Cited by 24 publications

References 41 publications

Perception of quality of care of patients with potentially severe diseases evaluated at a distinct quick diagnostic delivery model: a cross-sectional study

Perception of quality of care of patients with potentially severe diseases evaluated at a distinct quick diagnostic delivery model: a cross-sectional study

Development of an In-Patient Satisfaction Questionnaire for the Chinese Population

Assessing patient satisfaction with obstetrics and gynaecology clinics/outpatient department in university hospital Konya, Turkey

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