Issue scales:
(1) communication and management
(2) doctor's attitude
(3) continuity of care
(4) delay until visit
(5) access to out of hours care
(6) initial contact person
(7) telephone advice
(8) overall satisfaction
The instrument consists of 32 questions related to after hour care.
|
Responses
|
Positively Directed
|
Negatively Directed
|
|
strongly agree
|
5
|
1
|
|
agree
|
4
|
2
|
|
neutral
|
3
|
3
|
|
disagree
|
2
|
4
|
|
strongly disagree
|
1
|
5
|
Positively directed: 1, 2, 4, 6, 7, 9, 15, 17, 22, 23, 24, 26, 27, 29, 30, 32
Negatively directed: 3, 5, 8, 10, 11, 12, 13, 14, 16, 18, 19, 20, 21, 25, 28, 31
Scales:
(1) communication and management (7): 22, 23, 24, 25, 26, 27, 29
(2) doctor's attitude (5): 13, 14, 19, 20, 21
(3) continuity of care (4): 1, 2, 3, 4
(4) delay until visit (3): 10, 11, 12
(5) access to out of hours care (3): 5, 8, 9
(6) initial contact person (2): 6, 7
(7) telephone advice (4): 15, 16, 17, 18
(8) overall satisfaction (4): 28, 30, 31, 32
Interpretation:
• minimum score: 32
• maximum score: 160
• The higher the score the greater the patient satisfaction.
percent of maximal satisfaction =
= ((satisfaction score) – 32) / 128 * 100%
Performance:
• The Cronback alpha coefficient's and other measures are given for each question in the Appendix (on page 197.
