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Table 3 Patient Multiple-Choice Questionnaire Statistics

From: Identifying service quality gaps between patients and providers in a Native American outpatient clinic

Patient questions

Min Score

Max Score

Mean Score (Performance %)

Std. Deviation

Q09- When you called or went to your clinic to get an appointment for care you needed right away, how often did you get an appointment as soon as you thought you needed it?

1.00

4.00

2.74 (73.27%)

0.87

Q10- When you called or went to your clinic to get an appointment for care you needed right away, how long did you usually have to wait between trying to get an appointment and actually seeing a doctor or other health professional?

1.00

6.00

3.33 (53.40%)

1.48

Q11- Not counting the times you needed care right away, how often did you get an appointment for your health care at your clinic as soon as you thought you needed it?

1.00

4.00

2.43 (52.81%)

0.82

Q12- After you checked in for your appointment at your clinic, were you kept informed about how long you would need to wait for the person you went to see?

1.00

4.00

2.75 (42.25%)

0.90

Q13- How often was it easy to get the care, tests or treatment you thought you needed?

1.00

4.00

2.38 (54.46%)

0.93

Q14- Did your Primary Doctor or Nurse (PDN) encourage you to talk about your health concerns, including those that might be embarrassing?

1.00

2.00

1.29 (71.00%)

0.45

Q15- How often did your PDN explain things in a way that was easy to understand?

1.00

4.00

2.21 (60.67%)

0.96

Q16- How often did your PDN listen carefully to you?

1.00

4.00

1.92 (69.64%)

0.73

Q17- How often did your PDN show respect for what you had to say?

1.00

4.00

1.81 (73.27%)

0.75

Q18- How often did your PDN spend enough time with you?

1.00

4.00

2.17 (61.39%)

0.75

Q19- How often did your PDN explain the purpose of these medicines in a way that was easy to understand?

1.00

4.00

2.21 (60.07%)

1.04

Q20- How often did a PDN explain what to do if your illness or health condition got worse or came back, in a way that was easy to understand?

1.00

4.00

2.13 (62.17%)

0.99

Q21- When a health professional sent you for a blood test, x-ray or other test, how often did someone from the health professional’s office follow up to give you the test results?

1.00

4.00

2.73 (42.91%)

1.15

Q22- How often did doctors or other health professionals explain test results in a way that was easy to understand?

1.00

4.00

2.26 (58.42%)

0.98

Q23- How often were clerks and receptionists at your clinic as helpful as you thought they should be?

1.00

4.00

2.19 (60.73%)

0.99

Q24- How often did clerks and receptionists at your clinic treat you with courtesy and respect?

1.00

4.00

1.92 (69.64%)

0.89

Q25- Did a doctor or other health professional talk with you about the pros and cons of each choice for your treatment or health care?

1.00

4.00

2.24 (59.08%)

0.81

Q26- When there was more than one choice for your treatment or health care, did a doctor or other health professional ask which choice you thought was best for you?

1.00

4.00

2.20 (60.40%)

0.85