Grogan S, Conner M, Norman P, Willits D, Porter I
Department of Psychology and Speech Pathology, Manchester Metropolitan University, Elizabeth Gaskell Building, Manchester M13 0JA.
Qual Health Care. 2000 Dec;9(4):210-5. doi: 10.1136/qhc.9.4.210.
In order that patient satisfaction may be assessed in a meaningful way, measures that are valid and reliable are required. This study was undertaken to assess the construct validity and internal reliability of the previously developed Patient Satisfaction Questionnaire (PSQ).
A total of 1390 patients from five practices in the North of England, the Midlands, and Scotland completed the questionnaire. Responses were checked for construct validity (including confirmatory factor analysis to check the factor structure of the scale) and internal reliability.
Confirmatory factor analysis showed that items loaded on the appropriate factors in a five factor model (doctors, nurses, access, appointments, and facilities). Scores on the specific subscales showed highly significant positive correlations with general satisfaction subscale scores suggesting construct validity. Also, the prediction (derived from past research) that older people would be more satisfied with the service was borne out by the results (F (4, 1312) = 57.10; p < 0.0001), providing further construct validation. The five specific subscales (doctors, nurses, access, appointments, and facilities), the general satisfaction subscale, and the questionnaire as a whole were found to have high internal reliability (Cronbach's alpha = 0.74-0.95).
The results suggest that the PSQ is a valid and internally reliable tool for assessing patient satisfaction with general practitioner services.
为了能够以有意义的方式评估患者满意度，需要有效且可靠的测量方法。本研究旨在评估先前开发的患者满意度问卷（PSQ）的结构效度和内部信度。
来自英格兰北部、中部地区和苏格兰的五家医疗机构的1390名患者完成了该问卷。对回答进行了结构效度评估（包括验证性因素分析以检查量表的因素结构）和内部信度评估。
验证性因素分析表明，在一个五因素模型（医生、护士、就诊便利性、预约和设施）中，各项目加载到了适当的因素上。特定子量表的得分与总体满意度子量表得分呈高度显著的正相关，表明具有结构效度。此外，过去研究得出的老年人对服务更满意的预测也得到了结果的证实（F(4, 1312) = 57.10；p < 0.0001），进一步提供了结构效度验证。发现五个特定子量表（医生、护士、就诊便利性、预约和设施）、总体满意度子量表以及整个问卷都具有较高的内部信度（克朗巴哈系数α = 0.74 - 0.95）。
结果表明，PSQ是评估患者对全科医生服务满意度的有效且内部可靠的工具。
