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Validating a satisfaction questionnaire using multiple approaches: a case study

J F Etter1, T V Perneger

  • 1Institute of Social and Preventive Medicine, University of Geneva, CMU, Switzerland.

Social Science & Medicine (1982)
|September 1, 1997
PubMed
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This study validated a health services satisfaction questionnaire using multiple tests. Findings confirm its utility in measuring patient satisfaction with physician services and communication, crucial for healthcare quality assessment.

Area of Science:

  • Health Services Research
  • Psychometrics
  • Patient Experience Measurement

Background:

  • Assessing patient satisfaction is vital for healthcare quality improvement.
  • Existing instruments require rigorous validation to ensure accurate measurement of user perceptions.
  • The study focuses on a questionnaire measuring satisfaction with medical care.

Purpose of the Study:

  • To evaluate the construct validity and reliability of a health services user satisfaction questionnaire.
  • To assess satisfaction with physician services, communication, access, and insurance services.
  • To determine if the questionnaire accurately reflects user perceptions of healthcare quality.

Main Methods:

  • A mailed questionnaire was administered to members of two health insurance plans in Geneva (n=1007 in 1992, n=1424 in 1993).

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  • Multiple construct validity tests were employed, including analysis of open-ended comments and correlations with general life satisfaction.
  • Reliability was assessed using Cronbach's alpha for four identified dimensions.

    • Main Results:

    • Reliability was satisfactory for physician services (α=0.81) and communication (α=0.82), but lower for access (α=0.63) and insurance (α=0.49).
    • Higher satisfaction scores correlated with positive open-ended comments and showed weak correlation with general life satisfaction, supporting construct validity.
    • Decreased satisfaction scores from 1992 to 1993 reflected retrospective assessments of worsening care.

    Conclusions:

    • The questionnaire demonstrates good validity and reliability for measuring satisfaction with physician services and communication.
    • Further refinement may be needed for the access and insurance dimensions to improve reliability.
    • Triangulating multiple validation methods enhances understanding of the instrument's properties for healthcare research.