An evaluation scale of medical services quality based on “patients’ experience”

Abstract

An evaluation scale of medical services quality was developed on the basis of “patients’ experience”. The questionnaires were developed by, among others, searching relevant literature, collecting well-established assessment scales, measuring patients’ experience and satisfaction, brain-storming, literature analysis. Delphi method was adopted for expert consultation. Scale items were screened and revised. The key indexes were converted. Field surveys were conducted for testing the reliability and validity of the scale. Our modified evaluation scale for measuring medical services quality based on “patients’ experience” included 6 dimensions (tangibility, reliability, responsiveness, assurance, empathy and continuity), and 50 items. The novel scale based on “patients’ experience” may better serve the purpose of assessing medical services quality.

Keywords

patients’ experience / medical services / quality evaluation / scale

References

[1] PineII. . B Joseph, Gilmore. The experience economy, 1999, Boston, Harvard Business School Press, 15-19

[2] RiechmannM, StahlK. Employee satisfaction in hospitals —validation of the Picker employee questionnaire: the German version of the “survey of employee perceptions of health care delivery” (Picker Institute Boston). Gesundheitswesen (in German), 2013, 75(5): e34-e48

[3] GerteisM. . Through the patient’s eyes: understanding and promoting patient-centered care, 1993, San Francisco, Jossey-Bass, 873

[4] PaseoreGC. Patient satisfaction in primary health care. Eval Program Plann, 1993, 6(3–4): 185-210

[5] YangH, LiuF, ZhangTH, et al.. Problems and suggestions in patients’ satisfaction survey. Zhonghua Yi Yuan Guan Li Za Zhi (Chinese), 2005, 21(7): 437-439

[6] SallyS, JasonH, ThomasGW, et al.. A new approach to postpartum rounds: patient-centered collaborative care improves efficiency. J Grad Med Educ, 2010, 2(1): 67-72

[7] SzolovitsP. Possibilities for healthcare computing. J Computer Sci & Tech, 2011, 26(4): 625-631

[8] EkkelenkampVE, DowlerK, ValoriRM, et al.. Patient comfort and quality in colonoscopy. World J Gastroenterol, 2013, 19(15): 2355-2361

[9] JenkinsonC, CoulterA, BrusterS, et al.. Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Qual Safety Health Care, 2002, 11(4): 337-344

[10] GoldsteinE, ClearyP D, LangwellK M, et al.. Medicare managed care CAHPS: a tool for performance improvement. Health Care Financing Review, 2001, 22: 101-107

[11] GoldsteinE, FarquharM, CroftonC, et al.. Measuring hospital care from the patients’ perspective: an overview of the CAHPS Hospital Survey Development Process. HSR, 2005, 40(6Pt2): 1977-1995

[12] JoannS, NaomiD. Multilevel psychometric properties of the AHRQ hospital survey on patient safety culture. BMC Health Serv Res, 2010, 10: 199

[13] GiordanoLA, ElliottMN, GoldsteinE, et al.. Development, implementation, and public reporting of the HCAHPS survey. Med Care Res Rev, 2010, 67(1): 27-37

[14] BergesonSC, GrayJ, EhrmantrautLA, et al.. Comparing web-based with mail survey administration of the consumer assessment of healthcare providers and systems (CAHPS®) clinician and group survey. Prim Health Care, 2013, 3: pii

[15] PaayJ, KjeldskovJ. Understanding the user experience of location-based services: five principles of perceptual organisation applied. J Loc Based Serv, 2008, 2(4): 267-286

[16] JenkinsonC, CoulterA, BrusterS, et al.. Patients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care. Qual Safety Health Care, 2002, 11: 337-344

[17] ChangCS, ChenSY, LanYT. Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC Health Serv Res, 2013, 13: 22