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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  
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  
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  
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  
I believed my problem was very severe (+)
I thought my problem needed immediate care (+)
Scale 5. Advice given by doctor's assistant t  
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  
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  
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  
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  
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  
I thought it took too long for the GP to arrive (-)
Scale 11. Overall satisfaction t,c,v  
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 ,*  
  1. t scale for the patients group who received telephone advice only
  2. c scale for the patients group who attended the GP cooperative for a consultation
  3. v scale for the patients group who received a home visit
  4. * this item was excluded from the scale related to patients who attended the GP cooperative
  5. # this item was excluded from the scale related to patients who received a home visit
  6. these items have been divided by two to reach the same range as the other items.
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