The consumer quality index (CQ-index) in an accident and emergency department: development and first evaluation

Table 4 Domains, items, and internal consistency of the first factor analysis

Quality aspect	Loading	ITC	α if item deleted
Attitude of healthcare professionals (α = 0.85; n = 278)
Politeness of healthcare professionals	0.70	0.58	0.84
Listening to patients by healthcare professionals	0.82	0.74	0.81
The healthcare professionals take time for their patients	0.69	0.64	0.83
Being taken seriously by healthcare professionals	0.88	0.78	0.81
Consistency of the provided information by healthcare professionals	0.57	0.42	0.85
Cooperation between healthcare professionals	0.54	0.52	0.85
Trust in the competence of healthcare professionals	0.82	0.73	0.85
Environment and impression of the A&E (α = 0.60; n = 289)
Hygiene in the A&E	0.82	0.44	0.44
Calm/peaceful A&E	0.69	0.39	0.55
Feeling safe in the A&E	0.69	0.43	0.51
Respect for and explanation to the patient (α = 0.42; n = 281)
Privacy in the treatment room	0.82	0.23	0.38
Involvement in treatment decisions	0.41	0.25	0.42
Clarity of explanations of the health problem to the patient	0.58	0.34	0.20

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