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      The Patient Satisfaction Questionnaire Short Form (PSQ-18) as an adaptable, reliable, and validated tool for use in various settings

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      Medical Education Online

      Co-Action Publishing

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          Abstract

          Patient satisfaction with the health care provided by doctors is of great significance. Thus, it is important to identify weaknesses in systems to aid improvement through the patient's eyes. This may be done by utilizing the Patient Satisfaction Questionnaire Short Form (PSQ-18), a concise, validated tool that may be applied to various settings, as well as comparing interventions. Today, we are at an age where health care is scrutinized, not only for the quality of that which we provide but also the satisfaction of those who receive it. Many health care organizations or departments have come under fire due to low patient satisfaction, and this highlights that holistic patient care is integral. To assess patient satisfaction, there are a variety of questionnaires that may be utilized to identify areas of improvement. However, one such questionnaire ‘the Patient Satisfaction Questionnaire Short Form (PSQ-18)’ (1) has been validated for use in different settings. This was developed through rigorous research and abbreviated from much larger questionnaires (2, 3), maintaining internal consistency and reliability (1). The team behind this Likert scale questionnaire proposed seven dimensions of patient satisfaction directed toward their doctors. These are general satisfaction, technical quality, interpersonal manner, communication, financial aspects, time spent with doctor, and accessibility and convenience. Each domain is tested through different related questions, which is of substantial benefit when one aims to identify a particular area to improve on. Certainly, general satisfaction has strong correlation with the other domains and thus it is important to improve in all. However, the versatility of a questionnaire allows questions to be tailored to specific domains; one may consider only asking those questions related to communication, to determine whether information has been relayed from physician to patient appropriately and understood well. We also propose that the PSQ-18 may be used to compare different interventions (such as open and laparoscopic hernia repair), let alone in medical and surgical departments. It has certainly been adapted for use in primary care and the outpatients department (4, 5). The PSQ-18 is a valid, reproducible questionnaire with great potential for use in different settings not to mention well received by patients due to its brevity.

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          The patient satisfaction questionnaire short form (PSQ-18)

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            Development of a patient satisfaction survey for outpatient care: a brief report.

            Patient satisfaction has become a significant component of health care outcomes and an increasingly important component of quality assessment. Selecting the appropriate methods to measure patient satisfaction is a critical challenge for health care managers, yet, there is limited knowledge of the methods used to develop patient satisfaction instruments. In this brief report, we provide insights into the development of a patient satisfaction instrument for outpatient care at the Duke Private Diagnostic Clinic (PDC). We surveyed the 12 medical directors and asked them to rate 15 concept areas for inclusion in an outpatient satisfaction survey. We then constructed a patient satisfaction survey by drawing selected subscales from the publicly available PSQ-18 (Patient Satisfaction Questionnaire) and CAHPS (Consumer Assessment of Health Plans) surveys to address the seven highest rated concept areas: 1) general/overall satisfaction; 2) courteousness of office staff; 3) courteousness of physicians; 4) doctor/patient communication; 5) professionalism; 6) ease and time to get appointment; and 7) technical quality of care.
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              Development of a patient satisfaction survey for outpatient care: a brief report

               AG Dawn,  PP Lee,  T Hall (2003)
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                Author and article information

                Journal
                Med Educ Online
                Med Educ Online
                MEO
                Medical Education Online
                Co-Action Publishing
                1087-2981
                23 July 2013
                2013
                : 18
                Affiliations
                Department of General Surgery, University Hospital of Wales, Cardiff, UK
                Author notes
                [* ] Anthony Janahan Thayaparan, Department of General Surgery, University Hospital of Wales, Cardiff, UK. Email: ajthayaparan@ 123456gmail.com
                Article
                21747
                10.3402/meo.v18i0.21747
                3722414
                23883565
                © 2013 Anthony Janahan Thayaparan and Eamon Mahdi

                This is an open-access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.

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                Letter to the Editor

                Education

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