Development of a Filipino questionnaire on the factors affecting the level of patient satisfaction at the MDH-DFCM out-patient clinic (April, 2010 and September, 2010)
- Author:
Dorado-Baesa Maria Ave Christy
;
Pumanes Consuelo B.
- Publication Type:Journal Article
- MeSH:
PATIENT SATISFACTION
- From:
The Filipino Family Physician
2011;49(1):35-49
- CountryPhilippines
- Language:English
-
Abstract:
Background: Patient satisfaction is an important component in the quality of medical care.
Objectives: 1. To develop and validate a Filipino version of the Patient Satisfaction Questionnaire (PSQ-18) to assess patient satisfaction. 2. To determine the factors affecting the level of patient satisfaction at the MDH-DFCM Outpatient in the following domain: general satisfaction, technical quality, interpersonal manner, communication, financial aspect, time spent with doctor and accessibility and convenience using the preliminary data from the pilot study of the Filipino version of PSQ-18. 3. To describe the socio-demographic characteristics of patients consulting at the MDHDFCM OPD Clinic in April and September 2010.
Methodology: This was a descriptive study using the survey methodology in 108 patient seen in MDH-DFCM OPD Clinic in April and September 2010 utilizing the developed and validated Filipino version of PSQ-18. Responses were checked for internal consistency and reliability using Chronbach's alpha. Resutts were analyzed by tabulating the mean of the level of satisfaction by domain/subscale of the questionnaire and by patient characteristics.
Results and Conclusion: In this development and validation phase of the study, results showed that the highest level of satisfaction was seen among patients belonging to the age group 51 to 60 years old, with a mean of 4.37 (SD =0.36). The mean level of satisfaction between males (4.26) (SD = 0.32) and females (4.23) (SD = 0.30) did not vary greatly. The highest mean level of satisfaction was observed among the widows (4.33), followed by those who were married (4.26) and among those who were single (4.26). A higher mean level of satisfaction is observed among the grade school graduates (4.37) compared to the college graduates (4.20). Among the domains of patient satisfaction, the item on manner was excluded, since it had a low internal consistency. Communication had the highest mean of 4.22. The levels of patient satisfaction was high as reflected by its mean of 4.22. The levels of patient satisfaction in the different domains were high with the following averages: 4.06 for general satisfaction, 4.18 for technical quality, 4.42 for interpersonal manner, 4.30 for communication, 4.24 for financial aspects, 4.27 for time spent with the doctor and 4.23 for accessibility and convenience.
