Table 1 Description of questions measuring outpatient satisfaction
Item | Description |
|---|---|
1 | Ease and promptness of appointment scheduling for the outpatient visit |
2 | Capability of choosing day and hour for the appointment to visit the outpatient clinics |
3 | Attitude and conduct of person booking the appointment |
4 | Waiting time (days waiting) until the visit to the outpatient clinics |
5 | Outside signage aiding patients to find their way to the outpatient clinics |
6 | Courtesy and willingness to serve patients at the information desk |
7 | Attractiveness and size of waiting area |
8 | Cleanliness of waiting area |
9 | Ease in finding a seat for pleasant waiting to see a physician |
10 | Temperature of waiting area |
11 | Waiting time to be examined by a physician |
12 | Condition of W.C. (cleanliness, availability of soap, paper etc.) |
13 | Cleanliness of office in which the medical examination took place |
14 | Comfort of physician examination office |
15 | Time devoted by physician for the examination |
16 | Physician's respect to patient's privacy during the examination |
17 | Physician's attitude towards patient (i.e. treating him with respect) |
18 | Willingness of physician to listen to anything the patient had to say |
19 | Physician's ability to inform patient about his health condition |
20 | Professional and scientific skilfulness of physician |
21 | Physician's explanations to patient regarding the suggested treatment |
22 | Attitude and conduct of other members of hospital staff during the examination (nurses, ancillary staff) |
23 | Ease of appointment booking for radiographic and laboratory examinations |
24 | Capability of choosing day and hour for the appointment to perform the radiographic and laboratory examinations |
25 | Waiting time (days waiting) until the visit to perform the radiographic and laboratory examinations |
26 | Ease in finding the way to the radiographic and laboratory examination rooms |
27 | Comfort of radiographic and laboratory examination rooms |
28 | Radiographic and laboratory staff's attitude and willingness to serve patients |
29 | Waiting time outside the radiographic and laboratory examination rooms |
30 | Order with which patients were allowed to be examined by radiographic and laboratory staff |
31 | Efficiency with which radiographic and laboratory examination was performed (fast, painless examination) |
32 | Overall satisfaction with the hospital visit to the outpatient clinics |