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Messung der Patientenzufriedenheit in ambulanter haus- und fachärztlicher Behandlung mit dem QUALISKOPE-A

Gericke CA, Schiffhorst G, Busse R, Häussler B

Diskussionspapier 2004/10, Technische Universität Berlin, Fakultät Wirtschaft und Management, Berlin


Objectives: To develop a reliable and valid questionnaire to measure patient satisfaction in ambulatory care. Detailed analysis of causal associations and application in general practice and specialist outpatient care were predetermined requirements. Design: Questionnaire with 27 single items divided into the four dimensions “Professional competence”, “physician-patient interaction”, “information”, and “organisation of the surgery”. Survey of 3,487 patients in 123 surgeries. 1,151 patients were in specialist care and 2,336 patients in general medical care. Results: QUALISKOPE-A is a reliable and valid instrument to measure patient satisfaction in ambulatory care. All coefficients for single items were greater than r=0.40. Coefficients for Cronbach’s α for the four dimensions ranged between 0.87 and 0.94. Conclusions: The increasing political importance of patients’ attitudes and satisfaction for the development of policy measures to ensure and improve the quality of care is beyond doubt. To make sure that the measurement of patient satisfaction does not only serve to meet regulatory requirements but helps to improve the quality of care and provides reliable data for health services research, a high standard is required for the questionnaires to be used. The QUALISKOPE-A and few other instruments meet this high standard.


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