An evaluation of a patient satisfaction survey: validity and reliability

Education & Educational Psychology, Mississippi State University, P.O. Box 9727, MS 39762 5507, USA
Evaluation and Program Planning 02/2000; DOI: 10.1016/S0149-7189(00)00015-X

ABSTRACT Patient reports about their medical care can be an important component of quality assessment of medical services. Recently, many medical centers and health care providers have focused their attention to a consumer oriented evaluation and assessment of services. Research literature indicates that the assessment of quality of care from the patient’s perspective has been operationalized as patient satisfaction. The purpose of this report is to evaluate a southern medical center’s External Patient Satisfaction Survey instrument for validity and reliability and provide a basis that providers might use routinely and systematically to assess the quality of medical care. This article reports on the initial appraisal of content validity, factor structure, and estimated internal consistency reliability of the instrument.

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