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Reliability and validity of an indicator system used to evaluate outpatient and inpatient satisfaction in Chinese hospitals

Authors Zhang J, Zhou F, Ge X, Ran X, Li Y, Chen S, Dai X, Chen D, Jiang B

Received 6 September 2018

Accepted for publication 30 October 2018

Published 29 November 2018 Volume 2018:12 Pages 2527—2536


Checked for plagiarism Yes

Review by Single anonymous peer review

Peer reviewer comments 2

Editor who approved publication: Dr Naifeng Liu

Jun Zhang,1,* Feng Zhou,2,* Xiaoxiang Ge,3 Xu Ran,4 Yeping Li,4 Si Chen,5 Xiaotong Dai,5 Dafang Chen,5 Baoguo Jiang6

1Department of Neurology, Peking University People’s Hospital, Beijing, China; 2Department of Data Science, Tsinghua University, Beijing, China; 3Office of Academic Affairs, Army Military Medical University, Chongqing, China; 4Department of Research and Development, Chongqing Hospital Management Limited Company (Doctor-Patient Experience Research Base, National Health and Family Planning Commission of the People’s Republic of China), Chongqing, China; 5Department of Epidemiology and Biostatistics, School of Public Health, Peking University, Beijing, China; 6Department of Orthopedics, Peking University People’s Hospital, Beijing, China

*These authors contributed equally to this work

Background and aims: Patient satisfaction is one of the important ways to measure the results of treatment and the quality of medical services. The purpose of the present study was to verify the reliability and validity of the indicator system for evaluating satisfaction of outpatients and inpatients in Chinese hospitals.
Methods: The study was based on the satisfaction questionnaire program of the national doctor–patient experience research center with data from 99,802 outpatients and 229,215 inpatients, collected in China between 2016 and 2017. We adopted exploratory factor analysis for validity analysis and the method of split-half reliability and Cronbach’s α coefficient for reliability analysis.
Results: In the validity analysis of the indicator system for outpatients, the factor loading was between 0.438 and 0.919, and the reliability was excellent. In the validity analysis of the indicator system for nonsurgical inpatients, the factor loading of the secondary indicators was between 0.417 and 0.75, and the reliability was excellent. In the validity analysis of the indicator system for surgical inpatients satisfaction, the factor loading of the secondary indicators range was 0.391–0.751, and the reliability was excellent.
Conclusion: The indicator systems for evaluating satisfaction of outpatients, surgical inpatients and nonsurgical inpatients all have excellent reliability and good validity. They can be widely used for an outpatient and inpatient satisfaction questionnaire in Chinese hospitals.

Keywords: patient satisfaction questionnaire, reliability, validity, evaluation


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