# Table 2 Grouping of the 21 survey questions using factor analysis, Rotated Component Matrix

Component:
Question: 1 2 3
Q1. During a typical visit, my doctor spends enough time explaining my medical condition to me. 0.773 0.151 0.162
Q2. My doctor gives me the best quality of care. 0.869 0.190 0.133
Q3. I would recommend my doctor to friends. 0.827 0.191 0.112
Q4. The staff are helpful to the patients. 0.311 0.562 0.127
Q5. My doctor uses technical terms that confuse me.a 0.109 −0.200 0.628
Q6. My doctor is available when I need him/her.b 0.412 0.491 0.076
Q7. The waiting room time is too long.b −0.084 0.402 0.442
Q8. My doctor really follows through. 0.751 0.230 0.082
Q9. I plan to return to this center for care. 0.713 0.370 0.148
Q10. It’s easy to get an appointment when I need one. 0.223 0.665 0.122
Q11. My doctor wastes time talking about things that don’t really matter to me.a 0.271 −0.014 0.702
Q12. My doctor treats the “whole” person. 0.640 0.300 0.143
Q13. The staff accommodates my needs over the phone. 0.241 0.677 0.070
Q14. I am satisfied with the quality of the medical care I receive here. 0.724 0.398 0.171
Q15. I receive prompt attention while waiting in this facility. 0.285 0.658 0.132
Q16. I have to tell my story several times before getting an appointment.a 0.001 0.409 0.631
Q17. I am treated the same as other people who get care here. 0.366 0.511 0.105
Q18. Check-out time at the front desk is too time-consuming.a −0.030 0.338 0.648
Q19. I would not recommend this center to a friend.a 0.250 0.101 0.530
Q20. Everything seems so confusing at this center.a 0.199 0.160 0.731
Q21. When I’m sick I can get an appointment pretty quickly. 0.229 0.712 0.057
1. Component 1: Satisfaction with Doctor (Questions 1, 2, 3, 8, 9, 12, 14)
2. Component 2: Availability/Convenience (Questions 4, 10, 13, 15, 17, 20)
3. Component 3: Orderly/Time (Questions 5, 11, 16, 18, 19, 20)
4. aQuestions worded in the negative were reversed for statistical analysis
5. bQuestion not classified by component