Measuring quality of health care from the user's perspective in 41 countries: Psychometric properties of WHO's questions on health systems responsiveness

Quality of Life Research

Volumn 16, Issue 7, 2007, Pages 1107-1125

  Valentine, N B ^a   Bonsel, G J ^b   Murray, C J L ^c  

^a WORLD HEALTH ORGANIZATION   (Switzerland)

^b ERASMUS MEDICAL CENTER   (Netherlands)

^c HARVARD UNIVERSITY   (United States)

Author keywords

Health care surveys; Patient centred care; Physician patient relations; Psychometrics; Quality indicators; Quality of health care

Indexed keywords

ADULT; AMBULATORY CARE; ARTICLE; CONSTRUCT VALIDITY; CONTROLLED STUDY; DEMOGRAPHY; EDUCATION; FEASIBILITY STUDY; FEMALE; HEALTH CARE QUALITY; HEALTH CARE SYSTEM; HEALTH STATUS; HEALTH SURVEY; HOSPITAL; HOSPITAL PATIENT; HUMAN; INCOME; INTERVIEW; KAPPA STATISTICS; MAJOR CLINICAL STUDY; MALE; MEDICAL RECORD; POPULATION STRUCTURE; PRIORITY JOURNAL; PSYCHOMETRY; RELIABILITY; SEX DIFFERENCE; STATISTICAL ANALYSIS; WORLD HEALTH ORGANIZATION;

FEASIBILITY STUDIES; HEALTH CARE SURVEYS; HUMANS; INTERVIEWS; PATIENT SATISFACTION; PATIENT-CENTERED CARE; PHYSICIAN-PATIENT RELATIONS; PSYCHOMETRICS; QUALITY INDICATORS, HEALTH CARE; QUALITY OF HEALTH CARE; QUESTIONNAIRES; REPRODUCIBILITY OF RESULTS; WORLD HEALTH; WORLD HEALTH ORGANIZATION;

EID: 34548447962     PISSN: 09629343     EISSN: None     Source Type: Journal    
DOI: 10.1007/s11136-007-9189-1     Document Type: Article

References (34)

1. Kelley, E., & Hurst, J. (2006). Health care quality indicators project conceptual framework paper. OECD Health Working Papers No. 23. Retrieved 30 May at: http://www.oecd.or.
2. Donabedian, A. (1980). Explorations in quality assessment and monitoring: the definition of quality and approaches to assessment. Ann Arbor, Michigan: Health Administration Press
3. Murray, C. J. L., & Frenk, J. (2000). A framework for assessing the performance of health systems. Bulletin of the World Health Organisation, 78(6), 717-731
4. Thompson, A. G. H., & Sunol, R. (1995). Expectations as determinants of patient satisfaction. Health Expectation, 2, 93-104.
5. Sitzia, J., & Wood, N. (1997). Patient satisfaction: a review of issues and concepts. Social Science and Medicine, 45(12), 1829-1843
6. Wensing, M., Jung, H. P., Mainz J., Olesen, F., & Grol, R. (1998). A systematic review of the literature on patient priorities for general practice care. Part 1: Description of the research domain. Social Science and Medicine, 47(10), 1573-1588.
7. Ware, J. E., & Hays, R. D. (1988). Methods for measuring patient satisfaction with specific medical encounters. Medical Care, 26(4), 393-402.
8. Penchansky, R., & Thomas, J. W. (1981). The concept of access. Medical Care, 19(2), 127-140
9. De Silva A. A framework for measuring responsiveness. (Discussion Paper 32) 2000. Retrieved December 1, 2005, from http://www.who.int/responsiveness/ papers/e.
10. Zastowny, T. R., Stratmann, W. C., Adams, E. J., & Fox, M. L. (1995). Patient satisfaction and experience with health services and quality of care. Quality Management in Health Care, 3, 50-61.
11. Murray, C. J. L., Kawabata, K., & Valentine, N. (2001). People's experience versus people's expectations. Health Affairs, 20(3), 41-43
12. Hargraves, J. K., Hays, R. D., & Cleary, P. D. (2003) Psychometric properties of the consumer assessment of health plans study 2.0 adult core survey-CAHSP®. Health Services Research, 38(6p1), 1509-1528
13. Ustun, B. S. et al. WHO multi-country survey study on health and responsiveness 2000-2001 (Discussion Paper 37) 2003. Retrieved December 1, 2005, from http://www.who.int/responsiveness/papers/e.
14. Schafer, J. L. (2001). NORM: multiple imputation of incomplete multivariate data under a normal model [statistical software]. University Park: Penn. State University. Department of Statistics
15. Elliott, M. N., Edwards, C., Hambarsoomians, K., Angeles, J., & Hays, R. D. (2005). Patterns of unit and item nonresponse in the CAHPS® Hospital Survey. Health Services Research, 40(6p2), 2096-2119
16. DeVellis, R. F. (1991). Scale Development. Theory and applications. (Applied Social Research Methods Series Volume 26.) London: Sage Publications
17. UNDP (2001). Human development report. New York: UNDP.
18. Gandek, B. et al. (1998). Tests of data quality, scaling assumptions, and reliability of the SF-36 in eleven countries: Results from the IQOLA project. Journal of Clinical Epidemiology, 51(11), 1149-1158 (spec iss)
19. Cramer, D., & Howitt, D. (2004). The SAGE dictionary of statistics. London: Sage Publications
20. Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory. (3rd ed.). New York: McGraw-Hill
21. Kim, J., & Mueller, C. W. (1978). Factor analysis statistical methods and practical issues. In E. M. Uslaner (Ed.), Quantitative Applications in the Social Sciences. London: Sage
22. Hall, J. A., & Dornan, M. C. (1990). Patient sociodemographic characteristics as predictors of satisfaction with medical care: a meta-analysis. Social Science and Medicine, 30, 811-818
23. UNESCO. Educational Statistic, 2002. Retrieved May 30, 2006, from http://www.uis.unesco.org.
24. Jenkinson, C. A., Coulter, A., & Bruster, S. (2002). The Picker patient experience questionnaire: development and validation using data from in-patient surveys in five countries. International Journal for Quality in Health Care, 14(5), 353-358
25. Sitzia, J. (1999). How valid and reliable are patient satisfaction data? An analysis of 195 studies. International Journal for Quality in Health Care, 11(4), 319-328
26. Sofaer, S., Crofton, E., Goldstein, C., Hoy, E., & Crabb, J. (2005) What do consumers want to know about the quality of care in hospitals? Health Services Research, 40(6p2), 2018-2037
27. Ware, J. (1976). Scales for measuring general health perceptions. Health Services Research, (Winter), 396-415.
28. Hudson, S., Weisman, C., Anderson, R., & Camacho, F. (2004). The development and validation of the primary care satisfaction survey for women. Women Health Issues, 14, 35-50
29. Coulter, A., & Jenkinson, C. (2005). European patients' views on the responsiveness of health systems and healthcare providers. European Journal for Public Health, 15(4), 355-360
30. Grogan, S., Conner, M., Norman, P., & Willits, D. (2000) Porter Validation of a questionnaire measuring patient satisfaction with general practitioner services. Quality and Safety in Health, Care 9, 210-215
31. Stewart, M. (2005). Reflections on the doctor-patient relationship from evidence and experience. British Journal of General Practice, 55(519), 793-801.
32. Campbell, A., Converse, P. E., & Rodgers, W. L. (1976). The quality of American life; perceptions evaluations and satisfactions. New York: Russell Sage Foundation
33. Edwards, C., Staniszwesda, S., & Crichton, N. (2004). Investigation of the ways in which patients' reports of their satisfaction with healthcare are constructed. Sociology of Health and Illness, 26(2), 159-183
34. Sitzia, J., & Wood, N. (1998). Response rate in patient satisfaction research: an analysis of 210 published studies. International Journal for Quality in Health Care, 10(4), 311-317