Table 1 Characteristics of three inpatient satisfaction questionnaires
Saphora-Psy | Perceptions of Care survey | Picker Institute | |
|---|---|---|---|
Development | Comité de Coordination de l'Evaluation Clinique et de la Qualité en Aquitaine (CCECQA), France | Harvard Medical School, Department of Psychiatry, Mc Lean Hospital, Boston, MA, USA | Picker Institute, Boston, MA, USA (currently Oxford, UK) |
French translation | Initially developed in French | French translation made by our research group (see method section) | Version translated by A. Leplège and A. Giraud, Public Hospitals of Paris, France (not the official version) |
Type of instrument | Satisfaction per-se (mainly) | Report, experience | Report, experience |
Version and number of items | Adult psychiatric inpatient version, 34 items (of which 1 to determine skip pattern) and 2 open-ended questions | Adult psychiatric inpatient version, 18 items and 1 open-ended question | Adult somatic inpatient version, 50 items (of which 7 to determine skip patterns) and 1 open-ended question |
Administration of the questionnaire | Before discharge (in-hospital) | Before discharge (in-hospital) | After discharge (out of hospital) |
Layout | Response options in row below question | Questions left, response options right, on same row | Response options in separate rows below question (page divided into 2 columns) |
Sections (number of Items/section) | Admission (4) | No specific sections | Emergency room (3) |
Nursing staff (9) | Admission (4) | ||
Physicians (3) | Physicians (7) | ||
Patients (2) | Nurses (6) | ||
Services (14) | Hospital staff (10) | ||
Discharge (2) | Pain control (7) | ||
General impression (2) | Surgery (5) | ||
Discharge (5) | |||
General impression (3) | |||
Domains assessed | - Continuity of care | - Information received | - Access |
- Nursing care | - Interpersonal aspects of care | - Respect for patients' values, preferences and expressed needs | |
- Medical care | - Continuity-coordination of care | - Coordination and integration of care | |
- Relation with other patients | - Global evaluation of care | - Information, communication and education | |
- Services and performance | - Physical comfort | ||
- Summary score | - Emotional support and alleviation of fear and anxiety | ||
- Involvement of family and friends | |||
- Transition and continuity | |||
Response scales | All except 3 items rated on a 5-point scale, 2 items rated on a 3-point scale (yes/no/don't know), 1 yes/no item | Most items rated on a 4-point scale, 4 items on a 3-point scale, 4 yes/no items, 1 item on a 10-point scale | Most items rated on a 3 or 5-point scale, 8 items on a 4-point scale, 1 item on time scale |
Example of question and its response options | "What do you think about the communication (information, explanations) with the staff about your healthcare (treatments, physicians' visits, ...)?" excellent/verygood/good/poor/very poor | "Were you involved as much as you wanted in decisions about your treatment?" never/sometimes/usually/always | "When you had important questions to ask a doctors, did you get answers you could understand?" yes, always/yes, sometimes/no/didn't have questions |
Open-ended questions | "Do you have remarks or comments? Do not hesitate to write them on this page" | "Is there anything else you would like to tell us about your care?" | "If you could change one thing about the hospital, what would it be?" |
Reference | Public use of instrument after contact and authorization; see http://www.ccecqa.asso.fr . Required note of copyright. Contact: secretariat@ccecqa.asso.fr | Original English version in public domain. Eisen SV & al. Assessing consumer perceptions of inpatients psychiatric treatment: the perception of care survey. Jt Comm J Qual Improv. 2002;28:510-26 | Instrument not in public domain; see http://www.pickereurope.org Contact: info@pickereurope.ac.uk |