University of Guelph, Department of Population Medicine, Ontario Veterinary College, Guelph, Ontario N1G 2W1, Canada.
Prev Vet Med. 2010 Feb 1;93(2-3):201-10. doi: 10.1016/j.prevetmed.2009.10.005. Epub 2009 Nov 18.
Healthcare research recognizes that 'satisfaction' is an important health outcome of the medical encounter. As a result, many healthcare professions have pursued the development and validation of instruments for measuring patient satisfaction. However, veterinary medicine has developed and properly validated few instruments for measuring client satisfaction. This paper describes the development and psychometric assessment of an instrument for measuring appointment-specific client satisfaction in companion-animal practice. We developed the Client Satisfaction Questionnaire (CSQ) in four main phases. Phase I relied on a series of six pet-owner focus groups (n=32) to explore clients' expectations of veterinary care to provide a basis for constructing items for the CSQ. Phase II involved developing items for a first draft of the CSQ, using the content and themes taken from the pet-owner focus groups. In phase III we pre-tested the first draft with six veterinarians in companion-animal practice and a convenience sample of their clients (n=129). Data from the pre-test were used to test the initial psychometric characteristics of each item. Together with participant feedback, these findings were used to design the final, 15-item CSQ. Phase IV involved psychometrically testing the final, 15-item CSQ as part of a larger observational study involving 20 veterinarians and 344 of their clients. We used data from this sample to assess the reliability and validity of the CSQ in companion-animal practice. Assessment was based on descriptive statistics, principal-component analysis, generalizability theory and linear mixed modeling. Findings demonstrate excellent reliability (G-coefficient for internal consistency=0.96) and support the face, content and construct validity of the CSQ as a measure of appointment-specific client satisfaction in companion-animal practice.
医疗保健研究认识到“满意度”是医疗接触的一个重要健康结果。因此，许多医疗保健专业人员一直在努力开发和验证衡量患者满意度的工具。然而，兽医医学在衡量客户满意度方面开发和适当验证的工具很少。本文描述了一种用于衡量伴侣动物实践中特定预约客户满意度的工具的开发和心理测量评估。我们在四个主要阶段开发了客户满意度问卷 (CSQ)。第一阶段依靠六组宠物主人焦点小组（n=32），以探索客户对兽医护理的期望，为 CSQ 的构建项目提供基础。第二阶段涉及使用从宠物主人焦点小组中获取的内容和主题来开发 CSQ 的初稿的项目。在第三阶段，我们在六名伴侣动物实践的兽医和他们的客户的方便样本（n=129）中对初稿进行了预测试。预测试数据用于测试每个项目的初始心理测量特征。结合参与者的反馈，这些发现用于设计最终的 15 项 CSQ。第四阶段涉及将最终的 15 项 CSQ 作为一项更大的观察性研究的一部分进行心理测量测试，该研究涉及 20 名兽医和他们的 344 名客户。我们使用该样本的数据来评估 CSQ 在伴侣动物实践中的可靠性和有效性。评估基于描述性统计、主成分分析、可推广性理论和线性混合建模。研究结果表明，CSQ 具有极好的可靠性（内部一致性的 G 系数为 0.96），并支持 CSQ 作为衡量伴侣动物实践中特定预约客户满意度的工具的有效性。
