Patient satisfaction questionnaires for primary care out-of-hours services: a systematic review.

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Patient satisfaction questionnaires for primary care out-of-hours services: a systematic review.
Garratt, Andrew Malcolm; Danielsen, Kirsten; Hunskaar, Steinar
The British journal of general practice 2007, 57 (542):741-7
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dc.contributor.authorGarratt, Andrew Malcolm-
dc.contributor.authorDanielsen, Kirsten-
dc.contributor.authorHunskaar, Steinar-
dc.identifier.citationThe British journal of general practice 2007, 57 (542):741-7en
dc.description.abstractBACKGROUND: Patient satisfaction questionnaires are increasingly used for assessing quality of care. AIM: To review the evidence for the reliability and validity of patient satisfaction questionnaires for out-of-hours care. DESIGN: Systematic review. SETTING: Primary care out-of-hours services. METHOD: Searches of CINAHL, EMBASE, MEDLINE((R)) and PsycINFO using terms relevant to the measurement of patient satisfaction and out-of-hours services. Abstracts were reviewed and information relating to questionnaire content, data quality, reliability, and validity were extracted from articles by two independent researchers. RESULTS: Four questionnaires were found, two from the UK - the Patient Satisfaction with Out-of-Hours Care (PSOC) and Short Questionnaire for Out-of-Hours Care (SQOC) - and two from the Netherlands - the van Uden and Moll van Charante questionnaires. Questionnaire content was based on literature reviews and expert opinion; the PSOC and Moll van Charante questionnaires were also developed following interviews or focus groups with patients. Cronbach's alpha values were below 0.7 for some scales within the PSOC and van Uden questionnaires. Test-retest reliability was reported for the PSOC and Moll van Charante questionnaires. Tests of validity were few and did not give explicit consideration to the size of expected associations. CONCLUSION: Potential users wishing to assess patient satisfaction should carefully consider the content of the questionnaires and its relevance to the application and patient group. The four questionnaires have limitations relating to their development and evaluation. The PSOC and van Uden questionnaires have low levels of reliability for some scales, which should be used with caution in future surveys.en
dc.subjectVDP::Medisinske Fag: 700::Helsefag: 800::Helsetjeneste- og helseadministrasjonsforskning: 806en
dc.subjectVDP::Medisinske Fag: 700::Helsefag: 800::Samfunnsmedisin, sosialmedisin: 801en
dc.subject.meshAfter-Hours Careen
dc.subject.meshHealth Care Surveysen
dc.subject.meshPatient Satisfactionen
dc.subject.meshPrimary Health Careen
dc.subject.meshReproducibility of Resultsen
dc.titlePatient satisfaction questionnaires for primary care out-of-hours services: a systematic review.en
dc.typeJournal articleen
dc.typepeer revieweden
dc.contributor.departmentNorwegian Knowledge Centre for the Health Services, Norway. andrew.garratt@kunnskapssenteret.noen
dc.identifier.journalThe British journal of general practice : the journal of the Royal College of General Practitionersen
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