A Comparative Study of Seven Measures of Patient Satisfaction
Bibliographic Data
| ID | 9101637 |
|---|---|
| Authors | Caroline K Ross, Colette A Steward, Christina Steward (corresponding author), James M Sinacore, James Sinacore (0000-0002-7561-9567, Northwestern University) |
| Year | 1995 |
| Volume | 33 |
| Issue | 4 |
| Pages | 392-406 |
| Publication date | 1995-04-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Medical Care (JOURNAL) |
| Journal identifiers | ISSN: 0025-7079 • E-ISSN: 1537-1948 |
| Publisher | Ovid Technologies (Wolters Kluwer Health) (PUBLISHER) |
| DOI | 10.1097/00005650-199504000-00006 |
| PMID | 7731280 |
| OpenAlex | W2054323555 |
| Language | EN |
| Citations received | 24 |
The acceptability of satisfaction as a quality indicator is qualified by several well known measurement problems. This study examines the variability in satisfaction evaluations related to different measurement methods and the effect of response biases on reported satisfaction. Satisfaction evaluations using seven different, commonly used measures of patient satisfaction were obtained from the same sample of respondents. The seven measures were: 1) a global measure of satisfaction using a visual analogue scale; 2) a multidimensional measure of satisfaction based on the Patient Satisfaction Questionnaire using an evaluation response format (poor, fair, good, very good, excellent); 3) a two-item overall evaluation of quality using the evaluation response format; 4) a six-item attitude measure of general satisfaction using a five-point Likert agree-disagree response format; 5) a four-item attitude measure of satisfaction with physician, using the agree-disagree response format; 6) a four-item measure of behavioral intention; and 7) willingness-to-pay in dollars. The percentage of favorable evaluations of care ranged from 63% to 82% across six of the seven measures. Willingness-to-pay does not appear to be a valid measure of satisfaction. Correlations were highest between measures with similar response formats. Although an oppositional response bias was not found, a very substantial acquiescent response bias was detected. Acquiescence reduced the internal consistency of three multiple-item measures, the general and physician attitude and behavioral intention measures, to levels unacceptable even for group comparisons. Between highly and nonacquiescent respondents, levels of satisfaction were somewhat lower for the multidimensional measure of satisfaction and significantly lower for the two attitude satisfaction measures. Highly acquiescent respondents were older, less well educated, and in poorer health than nonacquiescent subjects. Results of satisfaction evaluations dependent on the measurement method used, and unreliability of measurement may be a significant problem in satisfaction measurement, especially for the oldest and most ill patients
Acquiescence · Consistency (knowledge bases) · Data mining · Likert scale · Measure (data warehouse) · Patient satisfaction · Quality (philosophy) · Response bias · Sample (material) · Scale (ratio) · Statistics · Applied Psychology · Clinical Psychology · Computer Science · Customer Service Quality and Loyalty · Mathematics · Medicine · Nursing · Patient Satisfaction in Healthcare · Patient-Provider Communication in Healthcare · Psychology · Social Psychology
Dissatisfaction with medical care among women with HIV
How does satisfaction with the health-care system relate to patient experience?
The Home Care Satisfaction Measure
Comparing Extreme Response Styles between Agree-Disagree and Item-Specific Scales
Measuring Satisfaction Among Low-Income Women
Parents’ Global Rating of Mental Health Correlates with SF-36 Scores and Health Services Satisfaction
Effect of Type of Survey Administrator on Consumer Assessment of Care
My Opinion Matters Too! What Makes Patient Partners Feel Valued in Patient-Oriented Research? Learning From Patient Partners who Experience Barriers to Engagement in Healthcare and Research
Assessing the Satisfaction of Older Adults With Long-Term Care Services
Selbstberichte im Alter
Survey Research
Clinical utility and impact of autopsies on clinical practice among doctors in a large teaching hospital in Ghana
Quality of care from the patients' perspective
The role of discriminant analysis in the refinement of customer satisfaction assessment
Structure and Reliability of Ware’s Patient Satisfaction Questionnaire III
Health Care Characteristics Associated With Women's Satisfaction With Prenatal Care
Hospital Outcomes Research in Germany
A Randomized Trial of Four Patient Satisfaction Questionnaires
The Use of Patient Perceptions in the Evaluation of Health-Care Delivery Systems
The Relationship of Patient Satisfaction with Care and Clinical Outcomes
Satisfaction with Inpatient Acquired Immunodeficiency Syndrome Care
Factors determining inpatient satisfaction with care
Chicken or the egg? The biological-psychological controversy surrounding hyperemesis gravidarum
The Decisional Processing Model
| Unique citing works | 24 |
|---|---|
| Citations per year | 0,83 |
| Citation span | 1997 - 2026 (30) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 23 |