Construction of a questionnaire measuring outpatients' opinion of quality of hospital consultation departments

Table 2 Association between overall satisfaction scale, intended behaviors and global satisfaction item from the first validation study (n = 1007) and replication study (n = 248)

	First validation phase First study (n = 1007)			Replication phase Second study (n = 248)
	n	Score (sd) ⁽¹⁾	P	n	Score (sd) ⁽²⁾	P
Overall satisfaction item ⁽³⁾
1 (not at all satisfied)	13	58.0 (21.6)
2	12	68.7 (17.7)
3	18	56.0 (13.5)	<0.001 ⁽⁴⁾	-	na	-
4	39	59.4 (14.0)
5	125	72.1 (11.5)
6	285	80.3 (10.0)
7 (completely satisfied)	496	90.6 (7.6)
To recommend to relatives or friends
certainly not	13	52.7 (18.2)	<0.001 ⁽⁴⁾	-	na	-
probably not	30	57.3 (16.7)
yes probably	272	75.4 (13.1)
yes certainly	665	87.6 (9.5)
To consult again
certainly not	10	58.7 (24.2)	<0.001 ⁽⁴⁾	-	na	-
probably not	20	57.3 (17.9)
yes probably	213	72.5 (14.5)
yes certainly	756	86.6 (10.3)
To consult again				9
Do not agree	-	na	-	46	57.8 (14.4)	<0.001
agree				18	64.2 (12.4)
Fully agree				1	84.3 (11.7
Content of the open-ended question
negative comment	303	76.1 (14.7)		85	72.1 (14.9)
mixed comment	110	78.4 (13.5)	<0.001	8	81.0 (12.4)	<0.001
no comment	442	85.4 (12.1)		91	82.0 (15.8)
positive comment	152	91.2 (8.2)		42	85.5 (11.1)

na: non available (1) Overall satisfaction score (26 items scale extracted from the first study) (2) Overall satisfaction score (27 items final scale extracted from the second study) (3) 7-point scale from 1 'not at all satisfied' to 7 'completely satisfied' (4) ANOVA test regrouping the responses 1,2 and 3

ISSN: 1477-7525