Testing the validity and reliability of the revised outpatient satisfaction questionnaire at AUBMC -

Abstract

Aim: The main purpose of this project was to test the validity and reliability of the revised outpatient satisfaction questionnaire at the American University of Beirut Medical center (AUBMC). The study findings may provide the basis for healthcare providers to use for routine assessment and improvement of quality of care from patients’ perspective.Methods: The design of the study was descriptive cross-sectional. Population included patients who visited the AUBMC private clinics; the sample size was 308 participants randomly selected. Generic instrument was used and consisted of 29 closed ended questions and 1 open ended question. Data collection was conducted though personal interviews by phone calls within 48 hours after the participants' visits to clinics; response rate was 71.1percent.Results: females accounted for 72percent, males 28percent, university graduates 70.2percent, and self payers 76percent of the 308 participants. The overall mean of the satisfaction items was 4.27; physicians had the highest mean of 4.86. The Cronbach alpha reliability coefficient was 0.859 which reflected acceptable internal consistency of the instrument. Principal component factor analysis revealed 4 factors-model that explained 67.8percent of variance.Recommendation: the study recommended rewording two questions to reflect satisfaction ratings rather than accounting waiting time and time spent with physician Limitations: The questionnaire included 9 yes-no items and few multiple choice questions that were not amenable for factor analysis. Moreover, the questionnaire does not parallel any existing one in the literature, making benchmarking or comparing its psychometric properties to those of other instruments in the literature difficult.Conclusion: The tool has acceptable internal consistency and can serve its purpose as the generic tool for the out-patient satisfaction survey.