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Int J Qual Health Care. 2009 Aug;21(4):243-52. doi: 10.1093/intqhc/mzp021. Epub 2009 Jun 23.

Validation of a French hospitalized patients' satisfaction questionnaire: the QSH-45.

Author information

1
Department of Public Health, University Hospital, Assistance Publique Hôpitaux de Marseille, France.

Abstract

OBJECTIVE:

To develop a generic French self-administered instrument for measuring hospitalized patients' satisfaction based on the patient's point of view: the questionnaire for satisfaction of hospitalized (QSH) patients.

DESIGN:

The development was supervised by a steering committee and undertaken through three standard steps. Item generation was derived from 95 face-to-face interviews, performed in hospitalized patients and in patients scheduled to be admitted. The item reduction led to a 69-item questionnaire. The validation process was based on validity, reliability and some aspects of external validity.

SETTING:

Medical, surgical and obstetrical departments (n = 187) of public hospitals (n = 11) from different French regions (n = 3).

PARTICIPANTS:

Eligible patients were adult subjects hospitalized for at least 24 h.

MAIN OUTCOME MEASURES:

QSH, sociodemographic data, hospitalization department, visual analogue scales of satisfaction.

RESULTS:

The final version of QSH contained 45 items describing 9 dimensions, leading to 2 composite scores (staff and structure index). The factor structure accounted for 71% of the total variance. Internal consistency was satisfactory (item-internal consistency over 0.40; Cronbach's alpha coefficients ranged from 0.76 to 0.96). The scalability was satisfactory with inlier-sensitive fit (INFIT) statistics inside an acceptable range. Scores of dimensions were strongly positively correlated with visual analogue scale scores (all P < 0.001). External validity showed statistical associations between QSH scores and age or department. Participation rate was 91%.

CONCLUSIONS:

The availability of a reliable and valid French questionnaire concerning hospitalized patients' satisfaction, exclusively generated from patients' interviews, enables patient feedback to be incorporated in a continuous quality health-care improvement strategy.

PMID:
19549673
DOI:
10.1093/intqhc/mzp021
[Indexed for MEDLINE]

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