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Table 2 Importance scores (I) with corresponding quality improvement scores (Q) and corresponding experience scores (E)

From: The consumer quality index (CQ-index) in an accident and emergency department: development and first evaluation

No. Quality aspect I Q E
1 Trust in competence of healthcare professionals 3.66 0.20 3.70
2 Hygiene in the A&E 3.65 0.30 3.42
3 Patients’ healthcare expectations 3.65 0.23 3.56
4 Patients’ healthcare needs 3.64 0.32 3.58
5 Being taken seriously by healthcare professionals 3.63 0.10 3.81
6 Being taken seriously by the reception staff member at the reception desk 3.57 0.10 3.85
7 Cooperation between healthcare professionals 3.57 0.21 3.59
8 Consistency of the provided information 3.57 0.10 3.84
9 Clarity of explanations of results of examinations 3.55 0.52 3.40
10 Rapidity of the treatment 3.54 0.59 3.33
11 Listening to patients by healthcare professionals 3.53 0.12 3.77
12 Availability of a parking space near the A&E 3.52 1.05 2.75
13 Information by the healthcare professionals on danger signals to watch out for after leaving the A&E 3.51 1.58 2.66
14 Clarity of explanations of the health problem 3.48 0.36 3.53
15 Feeling safe in the A&E 3.47 0.11 3.73
16 Assessment by the acuity of the patients’ problem 3.46 0.81 3.65
17 Finding the A&E in the hospital 3.46 0.28 3.88
18 Information by healthcare professionals on readmission in case of health problems 3.44 1.13 3.02
19 Explanation of the aim of new medication 3.41 0.53 3.40
20 Information on side-effects of the medication 3.39 2.40 1.92
  1. I importance score (range: 1–4), Q quality improvement score (range: 0–4) E experience score (range: 1–4).