The structure of patient satisfaction with outpatient medical care

by Grant N. Marshall, Ron D. Hays, Cathy D. Sherbourne, Kenneth B. Wells


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Patient satisfaction data for 2,226 patients in the Medical Outcomes Study were used to determine the dimensions of satisfaction with medical care, the relation between direct and indirect methods of assessing global satisfaction with care, and the extent to which visit-specific and global satisfaction with one's medical care covary. Results supported the multidimensionality of satisfaction ratings but showed substantial covariation among some dimensions. Direct and indirect methods of assessing global satisfaction with care also covaried markedly. Global satisfaction was significantly, albeit modestly, correlated with visit-specific satisfaction.

Originally published in: Psychological Assessment, v. 5, no. 4, 1993, pp. 477-483.

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