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Table 5 Domains, items, and internal consistency of the second factor analysis

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

Quality aspect Loading ITC α if item deleted
Attitude of healthcare professionals (α =0.88; n = 165)    
Patients’ healthcare needs 0.53 0.62 0.86
Politeness of healthcare professionals 0.71 0.67 0.87
Listening to patients by healthcare professionals 0.78 0.77 0.85
Healthcare professionals take time for their patients 0.71 0.65 0.86
Being taken seriously by healthcare professionals 0.87 0.82 0.85
Consistency of the provided information by healthcare professionals 0.52 0.37 0.88
Cooperation between healthcare professionals 0.48 0.53 0.88
Trust in the competence of healthcare professionals 0.77 0.75 0.85
Feeling safe in the A&E 0.57 0.56 0.87
Information and explanation (α = 0.83; n = 41)    
Information on treatment 0.67 0.67 0.78
Clarity of explanations of results of examinations 0.49 0.67 0.79
Clarity of explanations (general) 0.65 0.71 0.77
Explanation about how to make an appointment in the policlinic 0.61 0.54 0.82
Information towards attendants 0.56 0.59 0.81
Environment of the A&E (α = 0.67; n = 159)    
Pleasant atmosphere in waiting room 0.69 0.51 N/A
Refreshments 0.72 0.51 N/A
Leaving the A&E (α = 0.67; n = 38)    
Explanation about new medication 0.66 0.41 0.77
Information on side-effects of the medication 0.71 0.66 0.63
Information on resumption of daily activities 0.51 0.50 0.72
Information on danger signals to watch out for after leaving the A&E 0.67 0.64 0.64
General information and rapidity of care (α = 0.71; n = 53)    
Information on the rapidity of the treatment based on acuity of the health problem 0.57 0.52 0.63
Information on the order of treatment 0.69 0.50 0.64
Pain control 0.60 0.50 0.64
Rapidity of the treatment 0.41 0.46 0.67
  1. ITC Item-total correlation.
  2. N/A Not applicable due to one remaining item after deletion.