Validation of a patient satisfaction system in the United Kingdom

This paper describes the results from a study to assess the validity of a patient satisfaction system used extensively in the United Kingdom. The study involved over 700 interviews with patients. The face, content, discriminant and construct validity have been tested. The discriminant and construct validity were judged to be satisfactory and there was some evidence of face validity. The results suggest that this system has the ability to reveal differences in satisfaction between hospitals. The findings from the study are being used to modify the questionnaire design in order to improve the system's ability to indicate which aspects of the service require improvement.