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American Journal of Medical Quality
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Validation and Reliability of 2 Specialty Care Satisfaction Scales

Fabian T. Camacho, MS

Division of Public Health Sciences, Pennsylvania State University, Hershey, fcamacho{at}hes.hmc.psu.edu

Steve R. Feldman, MD, PhD

Division of Public Health Sciences, Wake Forest University School of Medicine, Winston-Salem, North Carolina

Rajesh Balkrishnan, PhD

Department of Pharmacy Practice and Administration, Ohio State University College of Pharmacy, Columbus

Meg C. Kong, BS

Department of Pharmacy Practice and Administration, Ohio State University College of Pharmacy, Columbus

Roger T. Anderson, PhD

Division of Public Health Sciences, Pennsylvania State University, Hershey

DrScore.com an online patient satisfaction survey, uses 2 patient satisfaction scales, namely, satisfaction with physician care and satisfaction with office policy and procedures, including accessibility to care, convenience of office and practice location, and staff friendliness. This study assesses the validity and reliability of the scales. The sample includes 11212 specialty care visits, comprised of 64% women, 82% established patients, and 24% routine visits. A confirmatory factor analysis is used to test factor structure. Convergent validity also is examined. The goodness-of-fit index is 0.99, and standardized factor loadings are uniformly high, exceeding 0.90 for all but 2 items. Cronbach {alpha} is 0.99 for the physician scale and 0.94 for the office scale. Both scales discriminate other satisfaction indicators. Correlation between scales is high at 0.90. Both scales possess excellent psychometric properties but are not clearly differentiated. Results agree with the unidimensional view of patient satisfaction and confirm that online surveys can be reliable and valid. (Am J Med Qual 2009;24:12-18)

Key Words: scale validation • patient satisfaction • online survey • confirmatory factor analysis

This version was published on January 1, 2009

American Journal of Medical Quality, Vol. 24, No. 1, 12-18 (2009)
DOI: 10.1177/1062860608326416
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