Reliability and validity of an indicator system used to evaluate outpatient and inpatient satisfaction in Chinese hospitals

Figures & data

Table 1 Characteristics of outpatients and inpatients

Demographic variables	Outpatients (n=98,196)		Nonsurgical inpatients (n=170,995)		Surgical inpatients (n=58,220)
	Number	Constituent ratio (%)	Number	Constituent ratio (%)	Number	Constituent ratio (%)
Gender
Male	40,072	40.8	84,161	49.2	29,627	50.9
Female	58,124	59.2	86,834	50.8	28,593	49.1
Age (years)
<18	6,347	6.5	11,401	6.7	2,614	4.5
18–59	81,960	83.5	100,042	58.5	40,676	69.9
>60	9,889	10.1	59,552	34.8	14,930	25.6
Source of cost
Local medical insurance	52,877	53.8
Remote medical insurance	6,453	6.6
Self-financed	38,866	39.6
Year
2016	19,953	20.3	93,958	54.9	25,251	43.4
2017	78,243	79.7	77,037	45.1	32,969	56.6
Hospital level
<Grade III	17,361	17.7	62,162	36.4	10,988	18.9
Grade III	80,835	82.3	108,833	63.6	47,232	81.1

Figure 1 Scree plot of the outpatient satisfaction indicator system.

Table 2 Eigenvalue and contribution rates of the five factors in the indicator system of the outpatient satisfaction questionnaire

Factors	Eigenvalues	Contribution rate (%)	Cumulative contribution rate (%)
1	12,873.47	0.416	0.416
2	3,532.823	0.114	0.530
3	1,845.447	0.060	0.589
4	1,567.751	0.051	0.640
5	1,231.178	0.040	0.680

Table 3 Principal component analysis of the indicator system for evaluation of outpatient satisfaction

Index	Principal components
	1	2	3	4	5
b1	0.138	0.203	0.166	0.576	0.081
b2	0.132	0.213	0.163	0.597	0.081
b3	0.118	0.163	0.169	0.677	0.065
b4	0.105	0.198	0.162	0.707	0.080
b5	0.108	0.242	0.229	0.648	0.059
b6	0.136	0.449	0.203	0.531	0.077
b7	0.170	0.488	0.221	0.383	0.098
b8	0.180	0.670	0.204	0.345	0.109
b9	0.150	0.775	0.158	0.307	0.118
b10	0.176	0.803	0.178	0.275	0.123
b11	0.225	0.722	0.227	0.211	0.206
b12	0.243	0.667	0.256	0.231	0.200
b13	0.635	0.223	0.164	0.153	0.082
b14	0.718	0.165	0.159	0.128	0.094
b15	0.802	0.150	0.143	0.117	0.099
b16	0.819	0.135	0.144	0.107	0.116
b17	0.919	0.088	0.138	0.106	0.117
b18	0.910	0.080	0.149	0.099	0.134
b19	0.698	0.149	0.168	0.133	0.226
b20	0.651	0.168	0.186	0.138	0.270
b21	0.359	0.242	0.235	0.154	0.684
b22	0.350	0.215	0.283	0.138	0.773
b23	0.312	0.230	0.284	0.143	0.788
b24	0.129	0.184	0.471	0.328	0.219
b25	0.137	0.170	0.507	0.323	0.150
b26	0.100	0.157	0.584	0.305	0.113
b27	0.177	0.183	0.749	0.176	0.114
b28	0.190	0.200	0.740	0.165	0.114
b29	0.331	0.137	0.540	0.126	0.123
b30	0.421	0.115	0.438	0.103	0.139
b31	0.249	0.306	0.458	0.208	0.218

Figure 2 Scree plot of the nonsurgical inpatient satisfaction indicator system.

Table 4 Eigenvalue and contribution rates of the indicator system for evaluation of nonsurgical inpatient satisfaction

Factors	Eigenvalue	Contribution rate (%)	Cumulative contribution rate (%)
1	20,464.54	0.539	0.539
2	1,941.828	0.051	0.590
3	1,471.356	0.039	0.629
4	1,176.957	0.031	0.660
5	953.6677	0.025	0.685

Table 5 Principal component analysis of the indicator system for evaluation of nonsurgical inpatient satisfaction

Index	Principal components
3	1	2	3	4	5
b1	0.200	0.545	0.191	0.183	0.139
b2	0.273	0.653	0.182	0.218	0.167
b3	0.252	0.736	0.206	0.230	0.113
b4	0.261	0.732	0.215	0.232	0.108
b5	0.303	0.684	0.208	0.219	0.125
b6	0.229	0.510	0.168	0.184	0.093
b7	0.243	0.420	0.176	0.220	0.039
b8	0.503	0.424	0.188	0.219	0.145
b9	0.544	0.472	0.237	0.262	0.052
b10	0.572	0.445	0.265	0.278	0.027
b11	0.546	0.317	0.320	0.265	−0.021
b12	0.588	0.349	0.311	0.287	0.039
b13	0.597	0.384	0.291	0.289	0.109
b14	0.562	0.374	0.275	0.277	0.163
b15	0.545	0.332	0.310	0.287	0.138
b16	0.547	0.334	0.276	0.292	0.201
b17	0.560	0.303	0.237	0.280	0.313
b18	0.597	0.285	0.261	0.307	0.311
b19	0.549	0.264	0.289	0.336	0.248
b20	0.514	0.284	0.299	0.310	0.345
b21	0.367	0.221	0.649	0.265	0.093
b22	0.314	0.219	0.726	0.264	0.100
b23	0.282	0.238	0.735	0.262	0.141
b24	0.223	0.231	0.775	0.273	0.109
b25	0.215	0.238	0.757	0.300	0.130
b26	0.208	0.253	0.735	0.304	0.180
b27	0.282	0.379	0.428	0.308	0.434
b28	0.323	0.335	0.330	0.309	0.579
b29	0.333	0.339	0.354	0.383	0.417
b30	0.306	0.257	0.332	0.485	0.147
b31	0.266	0.254	0.308	0.487	0.089
b32	0.309	0.264	0.281	0.588	0.216
b33	0.209	0.217	0.197	0.709	0.148
b34	0.214	0.242	0.211	0.713	0.159
b35	0.197	0.200	0.277	0.666	−0.015
b36	0.254	0.222	0.284	0.673	0.057
b37	0.349	0.278	0.271	0.556	0.214
b38	0.362	0.320	0.266	0.513	0.250

Figure 3 Scree plot of the surgical inpatient satisfaction indicator system.

Table 6 Eigenvalue and contribution rates of the indicator system for the evaluation of surgical inpatient satisfaction

Factors	Eigenvalue	Contribution rate (%)	Cumulative contribution rate (%)
1	24,117.75	0.561	0.561
2	1,856.685	0.043	0.605
3	1,493.016	0.035	0.639
4	1,113.706	0.026	0.665
5	1,025.655	0.024	0.689
6	904.2898	0.021	0.710

Table 7 Principal component analysis of the questionnaire for evaluation of surgical inpatient satisfaction

Index	Principal components
	1	2	3	4	5	6
b1	0.527	0.231	0.177	0.182	0.188	0.115
b2	0.649	0.209	0.241	0.212	0.208	0.152
b3	0.720	0.222	0.207	0.202	0.215	0.107
b4	0.716	0.221	0.253	0.227	0.191	0.125
b5	0.656	0.207	0.298	0.234	0.188	0.122
b6	0.471	0.171	0.262	0.144	0.162	0.066
b7	0.412	0.180	0.260	0.129	0.226	0.020
b8	0.456	0.203	0.467	0.187	0.203	0.116
b9	0.503	0.244	0.512	0.238	0.212	0.029
b10	0.457	0.265	0.520	0.273	0.232	0.009
b11	0.408	0.280	0.548	0.292	0.227	−0.006
b12	0.391	0.295	0.541	0.285	0.248	0.045
b13	0.418	0.269	0.556	0.253	0.247	0.106
b14	0.392	0.258	0.526	0.282	0.208	0.128
b15	0.360	0.287	0.506	0.276	0.234	0.098
b16	0.327	0.270	0.522	0.293	0.263	0.141
b17	0.303	0.265	0.559	0.217	0.247	0.246
b18	0.304	0.275	0.578	0.247	0.290	0.246
b19	0.283	0.306	0.515	0.230	0.327	0.213
b20	0.303	0.303	0.504	0.241	0.288	0.288
b21	0.246	0.653	0.322	0.210	0.244	0.063
b22	0.245	0.713	0.296	0.225	0.236	0.066
b23	0.255	0.703	0.278	0.236	0.223	0.128
b24	0.244	0.737	0.199	0.202	0.249	0.097
b25	0.241	0.745	0.185	0.211	0.274	0.108
b26	0.254	0.708	0.203	0.234	0.269	0.170
b27	0.365	0.398	0.298	0.308	0.234	0.425
b28	0.311	0.319	0.348	0.263	0.263	0.559
b29	0.347	0.337	0.331	0.303	0.328	0.391
b30	0.270	0.323	0.273	0.298	0.422	0.138
b31	0.261	0.317	0.218	0.280	0.461	0.083
b32	0.250	0.315	0.292	0.340	0.503	0.169
b33	0.232	0.231	0.219	0.191	0.688	0.119
b34	0.255	0.222	0.226	0.234	0.689	0.135
b35	0.194	0.289	0.178	0.251	0.618	0.023
b36	0.245	0.295	0.248	0.301	0.599	0.057
b37	0.257	0.270	0.319	0.429	0.441	0.170
b38	0.291	0.260	0.325	0.465	0.392	0.221
b39	0.305	0.252	0.282	0.520	0.319	0.169
b40	0.287	0.245	0.285	0.643	0.269	0.143
b41	0.277	0.242	0.245	0.679	0.277	0.090
b42	0.243	0.255	0.233	0.752	0.263	0.077
b43	0.239	0.258	0.238	0.720	0.266	0.080

Table 8 Reliability evaluation of the indicator system for the outpatient and inpatient satisfaction

Type of patient	Primary index	Cronbach’s alpha coefficient	Split-half reliability
Outpatient
	Pre-diagnosis	0.859	0.905
	Treatment	0.920	0.916
	Auxiliary examination	0.946	0.976
	Drug withdrawal	0.931	0.916
	Environment and logistical services	0.875	0.923
	Indicator system	0.952	0.982
Inpatient
Nonsurgical inpatient	Hospitalization service	0.888	0.893
	Treatment	0.952	0.938
	Auxiliary examination	0.945	0.945
	Service attitude	0.882	0.885
	Environment and logistics services	0.927	0.921
	Indicator system	0.977	0.971
Surgical inpatient	Hospitalization service	0.893	0.908
	Treatment	0.958	0.951
	Auxiliary examination	0.947	0.952
	Service attitude	0.891	0.896
	Environment and logistics services	0.932	0.927
	Surgical anesthesia	0.931	0.938
	Indicator system	0.980	0.978