Aspects of a clinic visit important to a patient:
(1) doctor conduct
(2) convenience
(3) appointment getting
(4) the visit in general
The instrument consists of 22 questions.
"Forward" directed (8): 2, 3, 4, 6, 13, 16, 21, 22
"Reverse" directed (14): 1, 5, 7, 8, 9, 10, 11, 12, 14, 15, 17, 18, 19, 20
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Response
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Points for Forward Directed Question
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Points for Reverse Directed Question
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strongly disagree
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1
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5
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disagree
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2
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4
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uncertain
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3
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3
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agree
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4
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2
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strongly agree
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5
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1
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patient satisfaction score =
= SUM(points for all 22 questions)
Subscales:
(1) physician conduct scale (10): 1, 5, 7, 10, 11, 14, 15, 17, 18, 20
(2) general satisfaction scale (7): 2, 3, 6, 8, 13, 21, 22 (6 of the "forward" directed)
(3) convenience scale (4) : 4, 12, 16, 19
where:
• Question 9 was not included in the subscales.
Interpretation:
• minimum total score: 22
• maximum total score: 110
• The higher the score the greater the level of patient satisfaction.
