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Table 2 Quality aspects of health-plan services

From: Dutch healthcare reform: did it result in performance improvement of health plans? A comparison of consumer experiences over time

Quality aspect Number of items Scale
General rating of health plan 1 0-10
Conduct of employees 5 1-4
Health plan information 3 1-3
Access to call centre 1 1-3
Getting the needed help from call centre 1 1-4
Reimbursement of claims 2 1-4
Transparency of (co)payment requirements 1 1-4
  1. Note. Scales were obtained from exploratory factor analysis of the experience items; mean scores were calculated.