Wei J, Shen L, Yang H-B, Qin J-B, Huang W, Zhang J-J, Gong Q-Y, Li X-X, Yang T-B
Department of Epidemiology and Health Statistics, School of Public Health, Central South University, Changsha, Hunan Province, 410008, China.
Xiangya Medical School, Central South University, Changsha, Hunan Province, China.
Public Health. 2015 Nov;129(11):1523-9. doi: 10.1016/j.puhe.2015.03.004. Epub 2015 Apr 20.
To develop and test a reliable and practical self-administrated questionnaire in Chinese to evaluate outpatient satisfaction in China.
In order to ensure content validity, the 19 items of this questionnaire were generated based on literature review, interview and group discussion. Acceptability was tested by the percentage of missing item responses and the time and operability of administration. Construct validity was evaluated using principal component exploratory factor analysis and item-total correlations. The reliability of the questionnaire was assessed using Cronbach's alpha coefficient and inter-subscale correlation.
This study was conducted in 46 public general hospitals that report directly to the Provincial Health Department in Hunan Province, China.
In total, 5151 outpatients were selected at random and asked to complete the questionnaire after they finished their medical procedures in the outpatient area.
The extremely low rate of missing data (0-0.04%) suggested good acceptability of the questionnaire. Factor analysis generated six dimensions, and all item-total coefficients were >0.8. Cronbach's alpha exceeded 0.7 for all dimensions, and the inter-subscale correlation coefficients were all lower than the Cronbach's alpha coefficients of the corresponding scale. According to the results, outpatients were least satisfied with waiting time (86.8%) and most satisfied with the quality of medical care (90.1%).
The Chinese outpatient satisfaction questionnaire has good acceptability, validity and reliability. It was effective and efficient for measuring outpatient satisfaction in a Chinese population.
开发并测试一份可靠且实用的中文自填式问卷，以评估中国门诊患者的满意度。
为确保内容效度，该问卷的19个项目基于文献综述、访谈和小组讨论生成。通过缺失项目回答的百分比以及问卷发放时间和可操作性来测试可接受性。使用主成分探索性因素分析和项目与总分相关性评估结构效度。使用克朗巴哈α系数和分量表间相关性评估问卷的信度。
本研究在中国湖南省46家直接向省卫生厅汇报的公立综合医院开展。
总共随机选取5151名门诊患者，要求他们在门诊区域完成诊疗程序后填写问卷。
极低的数据缺失率（0 - 0.04%）表明问卷具有良好的可接受性。因素分析产生六个维度，所有项目与总分的系数均>0.8。所有维度的克朗巴哈α均超过0.7，分量表间相关系数均低于相应量表的克朗巴哈α系数。结果显示，门诊患者对等待时间最不满意（86.8%），对医疗质量最满意（90.1%）。
中文门诊患者满意度问卷具有良好的可接受性、效度和信度。它在测量中国人群门诊患者满意度方面有效且高效。
