The Development And Validation Of Chinese Patient Satisfaction Questionnaire

Objective: To develop and validate the Chinese Patient Satisfaction Questionnaire(CPSQ)and provide an objective and valid instrument for clinical patient satisfaction evaluation,then analyze the influencing factors of the patient satisfaction.Methods: The Preliminary version of the Chinese Patient Satisfaction Questionnaire(CPSQ)was initially developed based on the methods of interview and literature analysis.The beta version of the CPSQ was constructed based on a preliminary test and a Delphi consensus among experts.Apply the method of exploratory factor analysis and confirmatory factor analysis to verify the reliability and validity of the CPSQ questionnaire,and apply t test and F test and logistic regression analysis method to analysis the main factors influencing the patients' satisfaction.Result:(1)The Preliminary version of the GPSQ was composed with 8 dimensions 58 items which were medical ethics 7 items,doctor-patient relationship 9 items,doctor-patient communication 9 items,medical service 10 items,medical cost 6 items,environmental health 7 items,auxiliary service 5 items,and hospital management 5items.The beta version of the CPSQ was composed with 7 dimensions 35 items which were doctor-patient relationship 9 items,doctor-patient communication 5 items,medical service 7 items,auxiliary service 5 items,environment sanitation 2 items, medical ethics 5 items,and procedure signs 2 items.(2)Internal consistency reliability coefficient of the CPSQ was 0.975.The internal consistency reliability of the 7 factors were high with ? coefficient of 0.938,0.892,0.899,0.865,0.884,0.901 and 0.815 respectively.The split-half reliability coefficient of the CPSQ was 0.93 and 7dimensions were 0.938,0.892,0.899,0.865,0.884,0.901 and 0.815 respectively.The test-retest reliability coefficient of the CPSQ was 0.963 and 7 dimensions were 0.932,0.875,0.914,0.929,0.808,0.827,and 0.820 respectively.Various indicators reveal good stability of the CPSQ.(3)The content validity was supported by Dephi method.The KMO statistic of 0.967 and Bartlett's test of sphericity with Bartlett's ?2=11734.698(p=0.000)suggested that factor analysis could be performed.Three factors(medical quality,service quality and management quality)were identified by exploratory factor analysis(principal component analysis),explaining 64.843% of the variance.Structural Equation Model(SEM)confirmed that the model fit indices of second-order three-factor structure were better.The minimum discrepancy divided by its degrees of freedom(CMIN/DF)is 1.245,the goodness-of-fit index(GFI)is 0.931,the comparative fit index(CFI)is 0.991,the Tucker-Lewis Index(TLI)is 0.988,the incremental fit index(IFI)is 0.991,the relative fit index(RFI)is 0.940,the normed fit index(NFI)is0.956,and the root mean square error of approximation(RMSEA)is 0.024.The research fit the data of the CPSQ and confirmed the construction of the questionnaire.Furthermore,the correlation coefficient between medical quality dimension and service quality dimension is 0.89,service quality dimension and management quality dimension is 0.81,and the correlation coefficient between medical quality dimension and management quality dimension is 0.79.Exploratory factor analysis and confirmatory factor analysis results supported structure validity.(4)The different gender,age,marital status,household registration,educational degree,family income,times of hospitalization,payment methods,provinces,hospital grades and hospital departments have no statistical significance(p>0.05)in the whole questionnaire;However,the patients' satisfaction in environmental health dimension of different provinces(Jiangsu province and Anhui province)are significantly different(p<0.05);The patients' satisfaction in environmental health dimension and auxiliary service dimension of different hospital grades(secondary and tertiary hospitals)are significantly different(p<0.05);Oncology patients' environmental health satisfaction have significantly differences with other patients(medical patients,surgical patients,gynecologic patients,ENT patients)(p<0.05).Although patients' interests appeal is an effective predictor of patient satisfaction(p<0.05),the key factor influencing the patients' satisfaction is not clear.Conclusions: The Chinese Patient Satisfaction Questionnaire(CPSQ)exhibited good psychometric properties and can be widely applied to clinical Clinical patient satisfaction evaluation.The key factor influencing the patients' satisfaction is not immediately clear.