A PATIENT / CLIENT SATISFACTION QUESTIONNAIRE FOR AN INDEPENDENT MEDICAL EXAMINATION: A PILOT STUDY

Abstract

There are numerous patient satisfaction questionnaires by none specific for an Independent Medical Examination (IME). The aim of this study was to develop and evaluate a questionnaire suitable for an IME.

The questionnaire (IMESQ) consisted of five process domains (“Interpersonal manner”, “Communication”, “Technical ability”, “Information exchange”, “Time allocation”) and an outcome domain (“Satisfaction”), each with a five-scale Likert response. An 11-point numerical satisfaction scale (NSS) and a 3-point scale question on the “willing to undergo another examination with the doctor if required” were alternative measures of validation. The questionnaire was tested against numerous independent variables.

Statistical analysis included Spearman correlation ((r_S) between the items in the questionnaire and the total score with the NSS, and “willing to undergo another examination with the doctor if required” with point-biserial correlation (r_pb). Internal consistent reliability was tested using split-half correlation coefficient (r_SB) and Cronbach's alpha coefficient (α). The construct was subjected to Factor Analysis.

The results from 53 respondents were analysed. There was moderate to strong inter-item correlation (r_s range 0.57 to 0.83, median 0.67, p < 0.01) and good correlation with the NSS (r_s = 0.79, p < 0.01) and dichotomous question (r_pb = 0.45, p < 0.01). Five respondents were “neither satisfied or dissatisfied” (Item 6) and 12 recorded “maybe” to further examination. The split-half correlation was strong (r_SB= 0.76, p < 0.01). There was good internal consistency reliability (α = 0.92). “Interpersonal manner” (ψ = 4.3) was the only item to have an eigenvalue greater than one, accounting to 72% of the variance across the scale. Eigenvector analysis confirmed the questionnaire was unidimentional.

The IMESQ is a brief questionnaire to assess satisfaction with an IME. It is validated and has good internal consistency reliability. The five process domains can identify areas of suboptimal performance: useful for a 360° audit.