Validation and reliability of 2 specialty care satisfaction scales

Abstract

DrScore.com an online patient satisfaction survey, uses 2 patient satisfaction scales, namely, satisfaction with physician care and satisfaction with office policy and procedures, including accessibility to care, convenience of office and practice location, and staff friendliness. This study assesses the validity and reliability of the scales. The sample includes 11,212 specialty care visits, comprised of 64% women, 82% established patients, and 24% routine visits. A confirmatory factor analysis is used to test factor structure. Convergent validity also is examined. The goodness-of-fit index is 0.99, and standardized factor loadings are uniformly high, exceeding 0.90 for all but 2 items. Cronbach alpha is 0.99 for the physician scale and 0.94 for the office scale. Both scales discriminate other satisfaction indicators. Correlation between scales is high at 0.90. Both scales possess excellent psychometric properties but are not clearly differentiated. Results agree with the unidimensional view of patient satisfaction and confirm that online surveys can be reliable and valid.