Development of a French inpatient satisfaction questionnaire

• Published in: International journal for quality in health care Vol. 13; no. 2; pp. 99 - 108
• Main Authors: Labarere, José, Francois, Patrice, Auquier, Pascal, Robert, Claudine, Fourny, Magali
• Format: Journal Article
• Language: English
• Published: England Oxford University Press 01.04.2001; OXFORD UNIVERSITY PRESS; Oxford Publishing Limited (England)
• Subjects: Adult; Aged; France; Health Care Surveys - methods; Hospitals, Teaching - standards; Humans; inpatient satisfaction; Middle Aged; Patient Satisfaction; questionnaire; reliability; Reproducibility of Results; Surveys and Questionnaires; Total Quality Management - methods; validity; France
• ISSN: 1353-4505; 1464-3677
• DOI: 10.1093/intqhc/13.2.99

Objective. To develop a brief French‐language, generic, self‐administered questionnaire to measure inpatient satisfaction. Design. Issues relevant to patients were identified using three open–ended questions designed in accordance with the disconfirmation paradigm. The content of patients' responses was analysed and then supplemented by items taken from published instruments in order to generate a pool of 93 items. Twenty‐nine items were selected following a strict procedure. Content validity was judged by comparing the questionnaire to existing instruments. Construct validity was supported by testing specific hypotheses derived from the literature and by performing principal component analysis. Reliability was estimated by calculating Cronbach's alpha. Setting. A 2200–bed French teaching hospital. Subjects. A mail survey was carried out on a random sample of 1000 inpatients within 2–4 weeks of discharge. Eligible subjects were medical, surgical and obstetrics inpatients who had stayed in the hospital for more than 24 hours. Results. The participation rate (71%) and the completion rate (95%) were indicators of acceptability. There were modest differences between the questionnaire and published instruments (financial aspects, amenities). Construct representation by principal component analysis consisted of six scales which accounted for 58% of the variance in total satisfaction scores. The reliability estimates of internal consistency ranged from 0.67 to 0.86. Conclusion. We propose that the self‐administered multidimensional inpatient satisfaction questionnaire provided encouraging preliminary psychometric information. This instrument is intended to involve patient feedback in a continuous quality health care improvement strategy.