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Methods for measuring patient satisfaction with specific medical encounters.

J E Ware1, R D Hays

  • 1Rand Corporation, Behavioral Sciences Department, Santa Monica, CA 90406-2138.

Medical Care
|April 1, 1988
PubMed
Summary

The five-point excellent-to-poor (E5) scale demonstrated superior patient satisfaction measurement compared to the six-point satisfied-to-dissatisfied (S6) scale. E5 scales offered better response variability and prediction of patient return, recommendation, and compliance.

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Area of Science:

  • Health Services Research
  • Patient Experience Measurement
  • Medical Survey Design

Background:

  • Accurate measurement of patient satisfaction is crucial for healthcare quality improvement.
  • Existing satisfaction scales vary in format, potentially impacting data quality.
  • Understanding the psychometric properties of different scales is essential.

Purpose of the Study:

  • To compare the performance of two distinct patient satisfaction rating scales: a six-point scale (S6) and a five-point scale (E5).
  • To evaluate these scales based on response variability, reliability, and validity in measuring patient satisfaction with medical encounters.
  • To provide insights for developing more effective visit-specific patient satisfaction scales.

Main Methods:

  • Two studies were conducted comparing a six-point scale (S6) and a five-point scale (E5) for measuring patient satisfaction.

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  • Forms were randomly assigned to outpatients in fee-for-service (N=136) and prepaid (N=363) healthcare systems.
  • Scales were compared using response variability, reliability, and validity metrics, including prediction of future patient behavior.

    • Main Results:

    • The five-point excellent-to-poor (E5) scale exhibited greater response variability than the S6 scale.
    • E5 scales demonstrated superior predictive validity, accurately forecasting patient intentions to return, recommend the doctor, and adhere to the medical regimen.
    • Scale reliability was satisfactory and comparable between the E5 and S6 methods.

    Conclusions:

    • The five-point excellent-to-poor scale is recommended for measuring patient satisfaction due to its enhanced response variability and predictive power.
    • Findings offer practical implications for the design of visit-specific patient satisfaction rating scales in healthcare settings.
    • Optimizing satisfaction measurement tools can lead to better healthcare quality assessment and patient engagement.