Development of a Tunisian Measurement Scale for Patient Satisfaction: Study case in Tunisian Private Clinics

Authors: M. Daoud-Marrakchi, S. Fendri-Elouze, Ch. Ill, B. Bejar-Ghadhab

Abstract:

The aim of this research is to propose a Measurement Scale for Patient Satisfaction (MSPS) in the context of Tunisian private clinics. This scale is developed using value management methods and is validated by statistic tools with SPSS.

Keywords: Functional analysis, Patient satisfaction, Questionnaire, Reliability, Validity.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1081261

References:

[1] H. Lee, L. M. Delene, M. A. Bunda and K. Chankon, "Methods of measuring healthcare service quality", Journal of business research, vol. 48, pp. 233-246, 2000.
[2] J. Sitzia and N. Wood, "Patient satisfaction: a review of issues and concepts", Social Science & Medicine, vol. 45, no. 12, pp. 1829-1843, 1997.
[3] S. Bostan, T. Acuner and G. Yilmaz, "Patient (customer) expectations in hospitals", Health Policy, vol. 82, pp.62-70, 2007.
[4] H.Vuori, "Patient satisfactionÔÇödoes it matter?", Quality Assurance Health Care, vol. 3, pp. 183-189, 1991.
[5] T. Heidegger, D. Saal and M. Nuebling, "Patient satisfaction with anaesthesia care: What is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction?", Best Practice & Research Clinical Anaesthesiology, vol. 20, no. 2, pp. 331-346, 2006.
[6] D. Locker and D. Dunt, "Theoretical and methodological issues in sociological studies of consumer satisfaction with medical care", Social Science & Medicine, vol. 12, pp. 283-292, 1978.
[7] S. Abramowitz, A. A. Cote and E. Berry, "Analyzing patient satisfaction: a multianalytic approach", Quality Review Bulletin, vol. 13, pp. 122-130, 1987.
[8] R. Fitzpatrick and A. Hopkins, Measurement of Patients' Satisfaction with Their Care, Royal College of Physicians, 1993, London.
[9] B. Williams, "Patient satisfaction: a valid concept?", Soc Sci Med, vol. 38, pp. 509-516, 1994.
[10] S. Linder-Pelz, "Toward a theory of patient satisfaction" Soc Sci Med, vol. 16: pp. 577-582. 1982.
[11] J. Labarere, P. François, P. Auquier, C. Robert and M. Fourny, "Development of French inpatient questionnaire", International Journal for Quality in Health care, 2001; vol. 13: no. 2, 99-108.
[12] S. W. Brown, T. A. Schwartz, "A gap analysis of professional service qualities", Journal of Marketing, vol. 53, pp. 92-98, 1989.
[13] M. Calman, "Towards a conceptual framework of lay evaluation of health care", Social Science and Medicine, vol. 2, pp. 927-933, 1988.
[14] E. LaMonica, M. Oberst, A. Madea et al., "Development of a patient satisfaction scale", Research in Nursing and Health, 1986, vol. 9,pp. 43- 50.
[15] G. C. Pascoe, "Patient satisfaction in primary health care: a literature review and analysis". Evaluation and Program Planning, vol. 6, pp. 185- 210, 1983.
[16] M. Avis, M. Bond and A. Arthur, "Satisfying solutions? A review of some unresolved issues in the measurement of patient satisfaction". J. Adv. Nurs., vol. 22, pp. 316-322, 1995.
[17] N. Risser, "Development of an instrument to measure patient satisfaction with nurses and nursing care in primary care settings", Nursing Research, vol. 24, pp. 45- 52, 1975.
[18] J. E. Ware, M. K. Snyder, R. Wright and A. R. Davies, "Defining and measuring patient satisfaction with medical care", Evaluation and Program Planning, vol. 6, pp. 247-263, 1983.
[19] R. Baker, "The reliability and criterion validity of a measure of patients' satisfaction with their general practice", Family Practice, vol. 8, pp. 171- 177, 1991.
[20] H. R. Rubin, "Can patients evaluate the quality of hospital care?", Medical Care Review, vol. 47, pp. 267-326, 1990.
[21] S. Mclver, Obtaining the Views of Outpatients, King's Fund, London, 1991.
[22] P. Meredith, M. Emberton and H. B. Devlin, "What value is the patients' experience of surgery to surgeons'? The merits and demerits of patient satisfac tion surveys", Annals of the Royal College of Surgeons of England, vol. 75, pp. 72-73, 1993.
[23] R. Hays, E. Nelson, H. Rubin, J. Ware and M. Meterko, "Further evaluations of the PJHQ scales", Med. Care, vol. 28, S29-S38, 1990.
[24] E. Nelson, R. Hays, P. Larson and P. Batalden, "The patient judgment system: reliability and validity", Qual Rev Bull, vol. 9, pp. 185-191, 1989.
[25] P. Cleary, L. Keroy, G. Karapanos and W. McMullen, "Patient assessments of hospital care", QRB Qual. Rev. Bull., vol. 9, pp. 172- 179, 1989.
[26] R. Carey, J. A. Seibert, "Patient survey system to measure quality improvement: questionnaire reliability and validity", Med. Care, vol. 31, pp. 834-845, 1993.
[27] S. Fendri and B. Bejar, "Service Conception Model: How to Take Sourcing Decisions?", Proceedings of the second IIEC (International Industrial Engineering Conference), Riyadh, Kingdom of Saudi Arabia, December 19-21, 2004.
[28] NF X 50-100, Analyse Fonctionnelle - Caractéristiques fondamentales. December 1996.
[29] DIN EN 1325-1, Vocabulary for value management, value analysis and functional analysis - Part 1: Value analysis and functional analysis.
[30] B. Bejar, "Améliorer la compétitivité du secteur h├┤telier par le « Management par la Valeur »", Revue Fran├ºaise de Gestion Industrielle, vol.20, no 3, pp. 53-67, 2001.
[31] S. Bruster, B. Jarman, N. Bosanquet et al. "National survey of hospital patients", Br. Med. J., vol. 309, pp. 1542-1549, 1994.
[32] C. Charles, M. Gauld, L. Chambers et al. "How was your hospital stay? Patient-s reports about their care in Canadian hospitals", Can. Md. Assoc. J. 1994; 150: 1813-1822.
[33] L. Salomon, I. Gasquet, M. Mesbah and P. Ravaud, "Construction of a scale measuring inpatients- opinion on quality of care", International Journal for Quality in Health care, vol. 11, pp. 507-516, 1999.
[34] J. Cronback and P. Meehl, "Construct validity in psychological tests", Psychol Bull, vol. 52, pp. 281-302, 1955.
[35] J. O. Kim and C. Muller, Factor Analysis: Statistical Methods and Practical Issues, Iowa, Sage University Paper, 1978.
[36]
[36] H. Kaiser, "An index of factorial simplicity", Psychometrika, vol. 39, pp. 31-36, 1974.
[37] L. Cronback, "Coefficient alpha and the internal structure of tests", Psychometrika, vol. 16, pp. 297-334, 1951.
[38] A. P. Bikker, A. G. H. Thompson, "Predicting and comparing patient satisfaction in four different modes of health care across a nation", Social Science and Medicine, vol. 63, pp.1671-1683, 2006.