Table 7 Patient satisfaction questionnaire. (Original items are in Dutch)
From: Patient satisfaction with out-of-hours primary care in the Netherlands
Scale 1. Accessibility by phonet,c,v | Â |
|---|---|
It was easy to find the phone number of the GP cooperative# | (+) |
It was easy to get through on the telephone | (+) |
The time until the doctor's assistant picked up the phone was short | (+) |
Scale 2. Doctor's assistant's attitude t,c,v | Â |
The doctor's assistant was friendly on the phone | (+) |
The doctor's assistant had enough time to talk to me on the phone | (+) |
The doctor's assistant seemed to understand the problem | (+) |
The doctor's assistant took my problem seriously | (+) |
The information given by the doctor's assistant was very clear | (+) |
Scale 3. Questions asked by the doctor's assistant t,c,v | Â |
The doctor's assistant asked too many questions | (-) |
I thought it was annoying that the doctor's assistant started with noting my personal data before asking about my complaints | (-) |
Scale 4. Urgency of complaint t,c,v | Â |
I believed my problem was very severe | (+) |
I thought my problem needed immediate care | (+) |
Scale 5. Advice given by doctor's assistant t | Â |
The doctor's assistant's information about my problem was good | (+) |
The advice the doctor's assistant gave me was very useful | (+) |
The telephone advice by the doctor's assistant had reassured me | (+) |
The telephone advice by the doctor's assistant was sufficient considering my problem | (+) |
I thought the doctor's assistant was right to give me telephone advice only | (+) |
Scale 6. Waiting time at the cooperative c | Â |
I thought I had to wait too long at the registration desk | (-) |
I thought I had to wait too long before the GP came to see me | (-) |
Scale 7. Waiting room c | Â |
There was enough material (magazines et cetera) in the waiting room to entertain the patients | (+) |
The waiting room looked very clean | (+) |
Scale 8. Distance to the GP cooperative c | Â |
I think the travel time from my house to the GP cooperative is too long | (-) |
The GP cooperative is easy accessible | (+) |
Scale 9. Treatment by the GP c,v | Â |
The GP took my problem seriously | (+) |
The GP was friendly | (+) |
The GP gave me clear information about my problem | (+) |
The advice the GP gave me was very useful | (+) |
The GP had enough time for me during the consultation | (+) |
I was very pleased with the treatment by the GP | (+) |
Scale 10. Waiting time until GP arrives v | Â |
I thought it took too long for the GP to arrive | (-) |
Scale 11. Overall satisfaction t,c,v | Â |
I am satisfied about this contact with the GP cooperative | (+) |
I am satisfied about the time it took to help me | (+) |
I think the GP cooperative functions very well | (+) |
Satisfaction rating on a scale from 1 to 10 regarding the functioning of the GP cooperative ‡ |  |
Satisfaction rating on a scale from 1 to 10 regarding the telephone procedure at the GP cooperative ‡ ,* |  |