Tohoku J. Exp. Med., 2006, 210(4)

Development of a Questionnaire to Evaluate Patient Satisfaction with Medical Encounters

YOUSUKE TAKEMURA,¹ JIA LIU,² REIKO ATSUMI¹ and TSUKASA TSUDA¹

¹Department of Family Medicine, Mie University School of Medicine, Mie, Japan, ²The Second Affiliated Hospital of Dalian Medical University, Dalian, China

Given that a medical practice exists for patients, it is worth determining the degree of patient satisfaction with regard to the medical practice's quality of care. Considering the importance of noticing patient satisfaction and its influence on clinical care, intense evaluation of a questionnaire's validity and reliability is essential. The purpose of this study was to establish a valid and reliable self-administered scale to measure patient satisfaction with fewer questions than previous scales applicable in medical settings in Japan. A qualitative method was used to develop and revise content-valid question items of the questionnaire. Factor analysis revealed five subscales among 12 items: “overall satisfaction”, “complete examination”, “patient centeredness”, “examination time”, and “whole person care”. A test of internal consistency was also assessed. The concurrent validity was assessed to evaluate the association between the score of the current questionnaire and that of the visual analogue scale or other questionnaire. Agreement between two sets of score, scores just after consultation and 30-50 min after that, was assessed to evaluate the test-retest reliability of each question item. The results revealed satisfactory validity, including the content and concurrent validity, internal consistency (Cronback alpha = 0.77-0.85), and the test-retest reliability of our questionnaire (Kappa score = 0.61-0.71). In conclusion, we have developed a short-form self-administered patient satisfaction questionnaire applicable in Japan, with acceptable validity and reliability. This questionnaire may contribute to conducting further studies related to patient subjective responses to encounters in Japanese medical settings, and evaluating and improving the clinical interview skills of medical students or trainees in medical education.

keywords —— interviews; patient satisfaction; questionnaire; Japan

© 2006 Tohoku University Medical Press

===============================

Tohoku J. Exp. Med., 2006, 210, 373-381

Correspondence: Yousuke Takemura, Department of Family Medicine, Mie University School of Medicine, 2-174 Edobashi, Tsu, Mie 514-8507, Japan.

e-mail: yousuke@clin.medic.mie-u.ac.jp