Defining and measuring patient satisfaction with medical care

doi:10.1016/0149-7189(83)90005-8

Evaluation and Program Planning

Volume 6, Issues 3–4, 1983, Pages 247-263

https://doi.org/10.1016/0149-7189(83)90005-8 Get rights and content

Abstract

This paper describes the development of Form II of the Patient Satisfaction Questionnaire (PSQ), a self-administered survey instrument designed for use in general population studies. The PSQ contains 55 Likert-type items that measure attitudes toward the more salient characteristics of doctors and medical care services (technical and interpersonal skills of providers, waiting time for appointments, office waits, emergency care, costs of care, insurance coverage, availability of hospitals, and other resources) and satisfaction with care in general. Scales are balanced to control for acquiescent response set. Scoring rules for 18 multi-item subscales and eight global scales were standardized following replication of item analyses in four field tests. Internal-consistency and test-retest estimates indicate satisfactory reliability for studies involving group comparisons. The PSQ well represents the content of characteristics of providers and services described most often in the literature and in response to openended questions. Empirical tests of validity have also produced generally favorable results.

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^☆: This research and preparation of this manuscript were supported by the National Center for Health Services Research and Development and by the Health Insurance Study grant from the Department of Health and Human Services.

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Defining and measuring patient satisfaction with medical care☆

Abstract

Evaluation and Program Planning

Health care in the U.S. equitable for whom?

Standards for educational and psychological tests

Convergent and discriminant validation by the multitrait-multimetlhod matrix

Psychological Bulletin

Health related research in southernmost Illinois: A preliminary report

Factored homogeneous item dimensions in personality research

Educational and Psychological Measurement

Coefficient α and the internal structure of tests

Psychometrika

Principles of psychological measurement

A method for correcting item-total correlations for the effect of relevant item inclusion

Educational and Psychological Measurement

Scale for the measurement of attitudes toward physicians and primary medical care

Medical Care

Relating factors between studies based upon different individuals

Multivariate Behavioral Research