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Developing a Persian inpatient satisfaction questionnaire

Mohammad Arab (Department of Health Management & Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)
Arash Rashidian (Department of Health Management & Economics, Knowledge Utilization Research Center, Tehran University of Medical Sciences, Tehran, Iran)
Abolghasem Pourreza (Department of Health Management & Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)
Maryam Tajvar (Department of Health Management & Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)
Roghayeh Khabiri Nemati (Department of Health Management & Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)
Ali Akbari Sari (Department of Health Management & Economics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)
Abbas Rahimi Forooshani (Department of Epidemiology and Biostatistics, School of Public Health, Tehran University of Medical Sciences, Tehran, Iran)

International Journal of Health Care Quality Assurance

ISSN: 0952-6862

Article publication date: 4 February 2014

Abstract

Purpose

Valid and reliable measures are required for assessing patient satisfaction meaningfully. The purpose of this paper was to develop and validate a Persian-language in-patient satisfaction questionnaire for patients discharged from Iranian medical and surgical services.

Design/methodology/approach

The cross-sectional survey included 400 patients randomly selected from six Tehran hospitals. A total of 405 patients responded to the questionnaire (76.3 percent response). To assess inter-item reliability and construct validity, factor analysis was carried out. Items belonging to each factor and their Cronbach's alpha coefficient were calculated.

Findings

A total of seven dimensions were identified: doctor-patient communication; nursing care; convenience; visitors; cleanliness; costs; and general satisfaction. Together, these dimensions explained 60 percent of the variance. All items, except three, revealed loadings above 0.4, while Cronbach's alpha exceeded 0.8 for all dimensions, except visitors (0.66). Patient satisfaction levels were relatively high.

Practical implications

Results must be interpreted cautiously owing to high satisfaction, which should not be considered as comprehensive evidence of high performance without important additional service-performance information. Qualitative studies are recommended to complement the authors' quantitative satisfaction study.

Originality/value

The patient satisfaction questionnaire strives to be a valid and reliable instrument for assessing in-patient satisfaction with hospital services in Iran.

Keywords

Acknowledgements

This study was funded and supported by research council of Tehran University of Medical Sciences (TUMS); Grant no: 87.04.27.6813. The authors are thankful to Zahra Negahban and Elham Movahed for their valuable assistance in data collection.

Citation

Arab, M., Rashidian, A., Pourreza, A., Tajvar, M., Khabiri Nemati, R., Akbari Sari, A. and Rahimi Forooshani, A. (2014), "Developing a Persian inpatient satisfaction questionnaire", International Journal of Health Care Quality Assurance, Vol. 27 No. 1, pp. 4-14. https://doi.org/10.1108/IJHCQA-10-2011-0059

Publisher

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Emerald Group Publishing Limited

Copyright © 2014, Emerald Group Publishing Limited