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Article: The development and validation of the concise outpatient department user satisfaction scale

TitleThe development and validation of the concise outpatient department user satisfaction scale
Authors
KeywordsOutpatient
Scale development
User satisfaction
Validation
Issue Date2006
PublisherOxford University Press. The Journal's web site is located at http://intqhc.oxfordjournals.org/
Citation
International Journal For Quality In Health Care, 2006, v. 18 n. 4, p. 275-280 How to Cite?
AbstractObjectives. To develop and validate a concise scale for measuring outpatient satisfaction suitable across specialties and cultures. Design & setting. Item generation adopted a concept-driven approach, and 10 candidate items were administered together with a battery of validation items and scales in a cross-sectional survey at a government-aided Chinese medicine specialized outpatient department in Hong Kong. Participants. About 344 consenting patients or their accompanying caregivers were recruited upon their first visit at the clinic and interviewed one month thereafter. Results. The overall response rate wa s 79%. After deleting one item (physician's manner and attitude) for its redundancy suggested by interitem correlations, exploratory factor analysis yielded two factors, General Service and Case Physician, explaining 75% of variance of the remaining nine items. The internal consistency coefficients of the whole scale and the two subscales were higher than 0.90. Criterion-related validity was supported by high correlations with three anchor items, overall satisfaction, intended future reutilization, and recommendation to others (r = 0.38-0.85). Significant correlations with compliance and negative affects provided preliminary evidence for construct validity. Conclusion. The psychometric properties of the resulting 9-item scale supported its usefulness in measuring outpatient satisfaction. Further validation studies in various specialties and countries are suggested to make future cross-cultural comparisons possible. © 2006 Oxford University Press.
Persistent Identifierhttp://hdl.handle.net/10722/88144
ISSN
2015 Impact Factor: 2.545
2015 SCImago Journal Rankings: 1.593
ISI Accession Number ID
References

 

DC FieldValueLanguage
dc.contributor.authorTso, IFen_HK
dc.contributor.authorNg, SMen_HK
dc.contributor.authorChan, CLWen_HK
dc.date.accessioned2010-09-06T09:39:21Z-
dc.date.available2010-09-06T09:39:21Z-
dc.date.issued2006en_HK
dc.identifier.citationInternational Journal For Quality In Health Care, 2006, v. 18 n. 4, p. 275-280en_HK
dc.identifier.issn1353-4505en_HK
dc.identifier.urihttp://hdl.handle.net/10722/88144-
dc.description.abstractObjectives. To develop and validate a concise scale for measuring outpatient satisfaction suitable across specialties and cultures. Design & setting. Item generation adopted a concept-driven approach, and 10 candidate items were administered together with a battery of validation items and scales in a cross-sectional survey at a government-aided Chinese medicine specialized outpatient department in Hong Kong. Participants. About 344 consenting patients or their accompanying caregivers were recruited upon their first visit at the clinic and interviewed one month thereafter. Results. The overall response rate wa s 79%. After deleting one item (physician's manner and attitude) for its redundancy suggested by interitem correlations, exploratory factor analysis yielded two factors, General Service and Case Physician, explaining 75% of variance of the remaining nine items. The internal consistency coefficients of the whole scale and the two subscales were higher than 0.90. Criterion-related validity was supported by high correlations with three anchor items, overall satisfaction, intended future reutilization, and recommendation to others (r = 0.38-0.85). Significant correlations with compliance and negative affects provided preliminary evidence for construct validity. Conclusion. The psychometric properties of the resulting 9-item scale supported its usefulness in measuring outpatient satisfaction. Further validation studies in various specialties and countries are suggested to make future cross-cultural comparisons possible. © 2006 Oxford University Press.en_HK
dc.languageengen_HK
dc.publisherOxford University Press. The Journal's web site is located at http://intqhc.oxfordjournals.org/en_HK
dc.relation.ispartofInternational Journal for Quality in Health Careen_HK
dc.rightsInternational Journal for Quality in Health Care. Copyright © Oxford University Press.en_HK
dc.subjectOutpatienten_HK
dc.subjectScale developmenten_HK
dc.subjectUser satisfactionen_HK
dc.subjectValidationen_HK
dc.titleThe development and validation of the concise outpatient department user satisfaction scaleen_HK
dc.typeArticleen_HK
dc.identifier.openurlhttp://library.hku.hk:4550/resserv?sid=HKU:IR&issn=1353-4505&volume=18&issue=4&spage=275&epage=280&date=2006&atitle=The+development+and+validation+of+the+concise+outpatient+department+user+satisfaction+scaleen_HK
dc.identifier.emailNg, SM: ngsiuman@hku.hken_HK
dc.identifier.emailChan, CLW: cecichan@hku.hken_HK
dc.identifier.authorityNg, SM=rp00611en_HK
dc.identifier.authorityChan, CLW=rp00579en_HK
dc.description.naturelink_to_subscribed_fulltext-
dc.identifier.doi10.1093/intqhc/mzl022en_HK
dc.identifier.pmid16855297-
dc.identifier.scopuseid_2-s2.0-33748109028en_HK
dc.identifier.hkuros123058en_HK
dc.relation.referenceshttp://www.scopus.com/mlt/select.url?eid=2-s2.0-33748109028&selection=ref&src=s&origin=recordpageen_HK
dc.identifier.volume18en_HK
dc.identifier.issue4en_HK
dc.identifier.spage275en_HK
dc.identifier.epage280en_HK
dc.identifier.isiWOS:000239902400004-
dc.publisher.placeUnited Statesen_HK
dc.identifier.scopusauthoridTso, IF=12767765300en_HK
dc.identifier.scopusauthoridNg, SM=7403358478en_HK
dc.identifier.scopusauthoridChan, CLW=35274549700en_HK

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