Pascoe G C, Attkisson C C, Roberts R E
Eval Program Plann. 1983;6(3-4):359-71. doi: 10.1016/0149-7189(83)90015-0.
One indirect (PSQ) and two direct (CSQ-18B and ERS) measures of patient satisfaction were compared across a series of psychometric, acceptability, and concurrent validity criteria. None of the three measures was significantly related to health status or demographic characteristics. Each measure performed as expected from prior research on their psychometric properties. The scales contrasted, however, in regard to acceptability, with the PSQ being much less acceptable to patients than the other two. The PSQ also produced more missing data. The results on the PSQ reflected patient inconsistency on cross-check items and patients tended to be uncertain in their responses to many items. In multivariate analyses the three measures were used as predictors of patient-rated indices of global service satisfaction. The CSQ-18B and the ERS were significant predictors of patient-rated indices of global service satisfaction, whereas the PSQ was unrelated to these indices. It was concluded that the direct and indirect approaches measure different satisfaction domains. The PSQ likely assesses more generalized attitudes about health services while the CSQ-18B and the ERS efficiently reflect opinions about the specific setting in which they are administered.
我们根据一系列心理测量、可接受性和同时效度标准，对一项患者满意度的间接测量方法（PSQ）和两项直接测量方法（CSQ - 18B和ERS）进行了比较。这三种测量方法均与健康状况或人口统计学特征无显著关联。每种测量方法的表现均符合先前关于其心理测量特性的研究预期。然而，在可接受性方面，这几种量表存在差异，患者对PSQ的接受程度远低于其他两种。PSQ还产生了更多的缺失数据。PSQ的结果反映出患者在交叉核对项目上的不一致性，并且患者对许多项目的回答往往不确定。在多变量分析中，这三种测量方法被用作患者评定的整体服务满意度指标的预测因素。CSQ - 18B和ERS是患者评定的整体服务满意度指标的显著预测因素，而PSQ与这些指标无关。研究得出结论，直接和间接方法测量的是不同的满意度领域。PSQ可能评估的是对健康服务更普遍的态度，而CSQ - 18B和ERS则有效地反映了患者对其接受服务的特定环境的看法。
