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Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments
BACKGROUND: Few questionnaires on outpatients' satisfaction with hospital exist. All have been constructed without giving enough room for the patient's point of view in the validation procedure. The main objective was to develop, according to psychometric standards, a self-administered gen...
Autores principales: | , , , , , |
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Formato: | Texto |
Lenguaje: | English |
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BioMed Central
2004
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Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC516447/ https://www.ncbi.nlm.nih.gov/pubmed/15294020 http://dx.doi.org/10.1186/1477-7525-2-43 |
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author | Gasquet, Isabelle Villeminot, Sylvie Estaquio, Carla Durieux, Pierre Ravaud, Philippe Falissard, Bruno |
author_facet | Gasquet, Isabelle Villeminot, Sylvie Estaquio, Carla Durieux, Pierre Ravaud, Philippe Falissard, Bruno |
author_sort | Gasquet, Isabelle |
collection | PubMed |
description | BACKGROUND: Few questionnaires on outpatients' satisfaction with hospital exist. All have been constructed without giving enough room for the patient's point of view in the validation procedure. The main objective was to develop, according to psychometric standards, a self-administered generic outpatient questionnaire exploring opinion on quality of hospital care. METHOD: First, a qualitative phase was conducted to generate items and identify domains using critical analysis incident technique and literature review. A list of easily comprehensible non-redundant items was defined using Delphi technique and a pilot study on outpatients. This phase involved outpatients, patient association representatives and experts. The second step was a quantitative validation phase comprised a multicenter study in 3 hospitals, 10 departments and 1007 outpatients. It was designed to select items, identify dimensions, measure reliability, internal and concurrent validity. Patients were randomized according to the place of questionnaire completion (hospital v. home) (participation rate = 65%). Third, a mail-back study on 2 departments and 248 outpatients was conducted to replicate the validation (participation rate = 57%). RESULTS: A 27-item questionnaire comprising 4 subscales (appointment making, reception facilities, waiting time and consultation with the doctor). The factorial structure was satisfactory (loading >0.50 on each subscale for all items, except one item). Interscale correlations ranged from 0.42 to 0.59, Cronbach α coefficients ranged from 0.79 to 0.94. All Item-scale correlations were higher than 0.40. Test-retest intraclass coefficients ranged from 0.69 to 0.85. A unidimensional 9-item version was produced by selection of one third of the items within each subscale with the strongest loading on the principal component and the best item-scale correlation corrected for overlap. Factors related to satisfaction level independent from departments were age, previous consultations in the department and satisfaction with life. Completion at hospital immediately after consultation led to an overestimation of satisfaction. No satisfaction score differences existed between spontaneous respondents and patients responding after reminder(s). CONCLUSION: Good estimation of patient opinion on hospital consultation performance was obtained with these questionnaires. When comparing performances between departments or the same department over time scores need to be adjusted on 3 variables that influence satisfaction independently from department. Completion of the questionnaire at home is preferable to completion in the consultation facility and reminders are not necessary to produce non-biased data. |
format | Text |
id | pubmed-516447 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2004 |
publisher | BioMed Central |
record_format | MEDLINE/PubMed |
spelling | pubmed-5164472004-09-10 Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments Gasquet, Isabelle Villeminot, Sylvie Estaquio, Carla Durieux, Pierre Ravaud, Philippe Falissard, Bruno Health Qual Life Outcomes Research BACKGROUND: Few questionnaires on outpatients' satisfaction with hospital exist. All have been constructed without giving enough room for the patient's point of view in the validation procedure. The main objective was to develop, according to psychometric standards, a self-administered generic outpatient questionnaire exploring opinion on quality of hospital care. METHOD: First, a qualitative phase was conducted to generate items and identify domains using critical analysis incident technique and literature review. A list of easily comprehensible non-redundant items was defined using Delphi technique and a pilot study on outpatients. This phase involved outpatients, patient association representatives and experts. The second step was a quantitative validation phase comprised a multicenter study in 3 hospitals, 10 departments and 1007 outpatients. It was designed to select items, identify dimensions, measure reliability, internal and concurrent validity. Patients were randomized according to the place of questionnaire completion (hospital v. home) (participation rate = 65%). Third, a mail-back study on 2 departments and 248 outpatients was conducted to replicate the validation (participation rate = 57%). RESULTS: A 27-item questionnaire comprising 4 subscales (appointment making, reception facilities, waiting time and consultation with the doctor). The factorial structure was satisfactory (loading >0.50 on each subscale for all items, except one item). Interscale correlations ranged from 0.42 to 0.59, Cronbach α coefficients ranged from 0.79 to 0.94. All Item-scale correlations were higher than 0.40. Test-retest intraclass coefficients ranged from 0.69 to 0.85. A unidimensional 9-item version was produced by selection of one third of the items within each subscale with the strongest loading on the principal component and the best item-scale correlation corrected for overlap. Factors related to satisfaction level independent from departments were age, previous consultations in the department and satisfaction with life. Completion at hospital immediately after consultation led to an overestimation of satisfaction. No satisfaction score differences existed between spontaneous respondents and patients responding after reminder(s). CONCLUSION: Good estimation of patient opinion on hospital consultation performance was obtained with these questionnaires. When comparing performances between departments or the same department over time scores need to be adjusted on 3 variables that influence satisfaction independently from department. Completion of the questionnaire at home is preferable to completion in the consultation facility and reminders are not necessary to produce non-biased data. BioMed Central 2004-08-04 /pmc/articles/PMC516447/ /pubmed/15294020 http://dx.doi.org/10.1186/1477-7525-2-43 Text en Copyright © 2004 Gasquet et al; licensee BioMed Central Ltd. http://creativecommons.org/licenses/by/2.0 This is an open-access article distributed under the terms of the Creative Commons Attribution License ( (http://creativecommons.org/licenses/by/2.0) ), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. |
spellingShingle | Research Gasquet, Isabelle Villeminot, Sylvie Estaquio, Carla Durieux, Pierre Ravaud, Philippe Falissard, Bruno Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title | Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title_full | Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title_fullStr | Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title_full_unstemmed | Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title_short | Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
title_sort | construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments |
topic | Research |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC516447/ https://www.ncbi.nlm.nih.gov/pubmed/15294020 http://dx.doi.org/10.1186/1477-7525-2-43 |
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