Validation and Adjustment of the Patient Experience Questionnaire (PEQ): A Regional Hospital Study in Norway

Abstract

This paper assesses the psychometric qualities of the Patient Experience Questionnaire (PEQ), thereby validating a patient-oriented measurement model in a hospital environment, and modifies the model based on empirical results. This study employed survey data gathered by the Norwegian Institute of Public Health from adult inpatients at somatic hospitals in the Health South-East RHF in Norway. The survey engaged 4603 patients out of 8381 from five main hospitals in the region. The study found that an eight-factor model of the PEQ generally showed good fitness to the data, but assessment of discriminant validity showed that this was not the optimal factor solution among four of the eight dimensions. After comparing models, the study proposed a model with a second-order factor for four of the factors: “nurse services”, “doctor services”, “information”, and “organization”, collectively named “treatment services”. The proposed model demonstrated good validity and reliability results. The results present theoretical and practical implications. The study recommends that inferential analyses on the PEQ should be done with the second-order factor. Furthermore, a revision of the PEQ is recommended subject to more confirmatory studies with larger samples in different regions. The study indicates a second-order factor structure for assessing and understanding patient experiences—a finding which has both theoretical and managerial implications.

Enriching healthcare service quality by leveraging service experiences in Indian private hospitals: application of fuzzy-AHP approach

“…Being a critical player in the domain of PX, doctors' interaction with the patient and their drafted prescriptive care directly impacts health consequences and clinical quality. Hence their listening skills, respect for the patients' opinions, inclusiveness, professional ability and availability can influence the experience borders in a meaningful manner (Addo et al, 2021;Labar ere et al, 2004).…”

“…2.3.2 Nursing services (NS). The role of nursing care within a care facility has been considered perpetual and multi-functional (Addo et al, 2021;Labar ere et al, 2004). They assist both the patients and doctors in maintaining care continuity and keeping a tab on the treatment functions and progressions.…”

“…The role of nursing care within a care facility has been considered perpetual and multi-functional (Addo et al. , 2021; Labarère et al.…”

“…Due to the unique perspectives of patients as first-hand service users, the user-reported experience measures reflect the critical qualities of healthcare institutions that directly or indirectly shape their behaviours (Bhatnagar, 2019). However, the concordance between healthcare deliverance and patients' expectations of care has received limited attention and requires critical evaluation (Addo et al, 2021;Zakkar et al, 2022). Past literature also indicates an identical flaw in market research: customer expectations may remain dormant until experiences invoke the necessary stimulation (Needham, 2012).…”

Performance measurement of factors affecting consumer experience in healthcare services using fuzzy and grey techniques

“…Recent studies have assessed patient experience (PX) as a complex and multi-faceted phenomenon, which reflects the intricacies of service quality and organizational strategies (Al-Tannir et al, 2017;Wolf et al, 2021). PX shows a robust association with prominent healthcare parameters, including-but not limited to-treatment effectiveness, patient safety and adherence to the clinical routine (Addo et al, 2021;Ling et al, 2021;Wolf et al, 2021).…”