Table 2 Grouping of the 21 survey questions using factor analysis, Rotated Component Matrix

Question:

1

2

3

Q1. During a typical visit, my doctor spends enough time explaining my medical condition to me.

0.773

0.151

0.162

Q2. My doctor gives me the best quality of care.

0.869

0.190

0.133

Q3. I would recommend my doctor to friends.

0.827

0.191

0.112

Q4. The staff are helpful to the patients.

0.311

0.562

0.127

Q5. My doctor uses technical terms that confuse me.^a

0.109

−0.200

0.628

Q6. My doctor is available when I need him/her.^b

0.412

0.491

0.076

Q7. The waiting room time is too long.^b

−0.084

0.402

0.442

Q8. My doctor really follows through.

0.751

0.230

0.082

Q9. I plan to return to this center for care.

0.713

0.370

0.148

Q10. It’s easy to get an appointment when I need one.

0.223

0.665

0.122

Q11. My doctor wastes time talking about things that don’t really matter to me.^a

0.271

−0.014

0.702

Q12. My doctor treats the “whole” person.

0.640

0.300

0.143

Q13. The staff accommodates my needs over the phone.

0.241

0.677

0.070

Q14. I am satisfied with the quality of the medical care I receive here.

0.724

0.398

0.171

Q15. I receive prompt attention while waiting in this facility.

0.285

0.658

0.132

Q16. I have to tell my story several times before getting an appointment.^a

0.001

0.409

0.631

Q17. I am treated the same as other people who get care here.

0.366

0.511

0.105

Q18. Check-out time at the front desk is too time-consuming.^a

−0.030

0.338

0.648

Q19. I would not recommend this center to a friend.^a

0.250

0.101

0.530

Q20. Everything seems so confusing at this center.^a

0.199

0.160

0.731

Q21. When I’m sick I can get an appointment pretty quickly.

0.229

0.712

0.057