Outpatient Experience Measurement Of Comprehensive Public Hospital In China

[Objective] For the objective of evaluating the medical service quality of the comprehensive public hospital outpatient department from the patient's view, we devised and developed a credible, effective and workable scale to measure outpatients experience of comprehensive public hospital based on literature analysis, Delphi method, patient interviews to meet the needs of hospital management in this regard.[Methods] At first, we designed a questionnaire based on literature analysis, Delphi method, patient interviews. Then, by two rounds of Delphi method, we formed the contents and mainframe of the pre-questionnaire based on the expert,s opinions, and then we conducted a pre-investigation. Then, the recovery rate and response rate, the critical ratio method, the method of variation coefficient, reliability analysis, correlation analysis and exploratory factor analysis were used to select items of the scale. Finally, To test the reliability and validity of the outpatients experience questionnaire, the questionnaire was sent to outpatients of the comprehensive public hospital and the SPSS and AMOS were used to analysis Cronbach ?, split-half reliability and the constructive of the scale.[Results] The main results are as follows:(1)The contents of the questionnaire were based on patient experience scales at home and abroad, combined with patient interviews, we developed the primary questionnaire including 5 dimensions, 34 items, 5 dimensions were accessibility and the environment,doctor-patient communication, medical information, medical expenses and hospital overall evaluation.(2)The pre-scale was designed by the Delphi method. 32 experts from fields including education or scientific research, hospital administration, statistics, and clinical nursing care were invited to attend 2 turns of consultation. The results showed that the overall authority grade was 0.80 with the respond rates of 91.43% and 87.5%respectively.According to the results of the pre-survey, we devised 9 items and the 6-dimension, 28-item and 5-point Likert OPEQ was developed.(3)Test the validity and reliability of the scale according to the survey results. The SPSS and AMOS were used to analysis Cronbach ?, split-half reliability and the constructive of the scale. Cronbach ? of the scale was 0.948, Cronbach ? of 6dimensions was between 0.708 and 0.895, split-half reliability wan 0.969, the correlation coefficient of each item score and total was between 0.466 and 0.765, the correlation coefficient of each dimension and total were greater than their correlation with other dimensions, x2/df was 3.023?GFI was 0.892?CFI was 0.924?TLI was 0.914?RESEA was0.059?RMR was 0.035. The OPEQ is of good reliability and validity, which can be used as an assessment tool for outpatient experience of comprehensive public hospital.[Conclusions] The development of the OPEQ has three phases: the initial phase(literature review, patient interviews and Delphi method), the pre-investigation phase(pre-survey, scale items selection) and the formal investigation stage(a formal investigation,test the reliability and validity of the scale). The final results showed the OPEQ has good reliability and validity, which has the assessment capability to obtain the outpatients experience information of comprehensive public hospital and is worth promoting.