Skip Navigation

This Article
Right arrow Full Text Freely available
Right arrow FREE Full Text (PDF) Freely available
Right arrow Alert me when this article is cited
Right arrow Alert me if a correction is posted
Services
Right arrow Email this article to a friend
Right arrow Similar articles in this journal
Right arrow Similar articles in ISI Web of Science
Right arrow Similar articles in PubMed
Right arrow Alert me to new issues of the journal
Right arrow Add to My Personal Archive
Right arrow Download to citation manager
Right arrow Search for citing articles in:
ISI Web of Science (14)
Right arrowRequest Permissions
Google Scholar
Right arrow Articles by HENDRIKS, A. A. J.
Right arrow Articles by SMETS, E. M. A.
Right arrow Search for Related Content
PubMed
Right arrow PubMed Citation
Right arrow Articles by HENDRIKS, A. A. J.
Right arrow Articles by SMETS, E. M. A.
Social Bookmarking
Add to CiteULike   Add to Connotea   Add to Del.icio.us  
What's this?

International Journal for Quality in Health Care 14:471-482 (2002)
© 2002 International Society for Quality in Health Care

Paper

Reliability and validity of the Satisfaction with Hospital Care Questionnaire

A. A. J. HENDRIKS1, F. J. OORT1, M. R. VRIELINK2 and E. M. A. SMETS1

1Department of Medical Psychology
2Department of Quality Improvement, Academic Medical Center/University of Amsterdam, The Netherlands

Objective. To establish the psychometric properties of the Satisfaction with Hospital Care Questionnaire (SHCQ) for measuring patient satisfaction and evaluations of hospital care quality.

Design and participants. Patients (n = 275) and staff members (n = 83) of four hospital wards completed the 57-item SHCQ addressing 13 aspects of care. Staff members completed the SHCQ from the patient’s perspective. The data were analyzed within the framework of generalizability theory.

Main outcome measures. Generalizability coefficients (GCs) and standard errors of measurement (SEs).

Results. GCs indicating differentiation among patients with different overall levels of satisfaction (SHCQ mean scores) were high (>0.90). GCs indicating differentiation among patients as to satisfaction with aspects of care (SHCQ scale scores) were generally satisfactory (>0.75) to high. Patients agreed well on overall level of hospital care quality (GCs >0.90) and differentiated reliably (GCs >0.80) among aspects of care. No differentiation among wards was found with respect to quality of care. Patients and staff agreed to a considerable extent (0.78) on ranking the SHCQ items on care quality, but staff ratings were lower. Reliability and validity of patients’ evaluations of quality of hospital care varied according to aspect of care.

Conclusions. The SHCQ reliably establishes both patient satisfaction and overall quality of hospital care. Whereas patients’ ratings may be too lenient, their ranking of the items on care quality appears to be valid, and is therefore suitable for monitoring and improving hospital care. Within scales, however, results should be interpreted more cautiously: for some items, patients cannot really tell the difference in quality of care.

Keywords: in-patients, questionnaire, reliability, satisfaction, validity


Add to CiteULike CiteULike   Add to Connotea Connotea   Add to Del.icio.us Del.icio.us    What's this?


This article has been cited by other articles:


Home page
 Int J Qual Health CareHome page
S. Antoniotti, K. Baumstarck-Barrau, M.-C. Simeoni, C. Sapin, J. Labarere, L. Gerbaud, L. Boyer, C. Colin, P. Francois, and P. Auquier
Validation of a French hospitalized patients' satisfaction questionnaire: the QSH-45
Int. J. Qual. Health Care, August 1, 2009; 21(4): 243 - 252.
[Abstract] [Full Text] [PDF]

Home page
 Br J AnaesthHome page
G. M. Edward, L. C. Lemaire, B. Preckel, F. J. Oort, M. J. L. Bucx, M. W. Hollmann, and J. C. J. M. de Haes
Patient Experiences with the Preoperative Assessment Clinic (PEPAC): validation of an instrument to measure patient experiences
Br. J. Anaesth., November 1, 2007; 99(5): 666 - 672.
[Abstract] [Full Text] [PDF]

Home page
 Scand J Public HealthHome page
S. Oltedal, A. Garratt, O. Bjertnaes, M. Bjornsdottir, M. Freil, and M. Sachs
The NORPEQ patient experiences questionnaire: Data quality, internal consistency and validity following a Norwegian inpatient survey
Scand J Public Health, October 1, 2007; 35(5): 540 - 547.
[Abstract] [PDF]

Home page
 Int J Qual Health CareHome page
A. A. J. Hendriks, E. M. A. Smets, M. R. Vrielink, S. Q. Van Es, and J. C. J. M. De Haes
Is personality a determinant of patient satisfaction with hospital care?
Int. J. Qual. Health Care, April 1, 2006; 18(2): 152 - 158.
[Abstract] [Full Text] [PDF]


Disclaimer: Please note that abstracts for content published before 1996 were created through digital scanning and may therefore not exactly replicate the text of the original print issues. All efforts have been made to ensure accuracy, but the Publisher will not be held responsible for any remaining inaccuracies. If you require any further clarification, please contact our Customer Services Department.