Development and validation of a patient satisfaction monitoring tool for the Durban University of Technology Chiropractic Clinic

Abstract

Background

Patient perceptions of the value of services and care they obtain at healthcare practices offer healthcare providers and staff important information to effect improvements. Studies have shown a high rate of patient satisfaction of patients receiving chiropractic care. South Africa is distinguished as the only country in Africa to offer training in chiropractic. Currently, only two tertiary establishments in South Africa, the Durban University of Technology and the University of Johannesburg offer a master’s in Chiropractic degree. There is, however, no feedback system currently implemented at the Durban University of Technology Chiropractic day clinic for patients to indicate levels of satisfaction. Patient satisfaction surveys are considered as a means of gathering patients valued opinions on primary health care services that they have received. This study evaluated the patients’ feedback in creating a patient satisfaction survey for use at the DUT CDC on a continual basis.

Aim

The aim of this study was to develop a valid and reliable patient satisfaction questionnaire, which could easily be used on a routine basis in order to monitor patient satisfaction levels at the DUT CDC in terms of quality of care, accessibility and interpersonal factors.

Method

This study consisted of three phases. Phase one was a preliminary review of the literature on questionnaire design and conceptual frameworks. Phase two consisted of instrument development, expert group and pilot testing. The development of the instrument and its contents was informed by the review of the literature and questionnaire exemplars from phase one. In this phase, a second questionnaire was developed and trialled with the expert group, as it was used to rate the significance of the questions on the patient satisfaction questionnaire (PSQ); subsequently the PSQ was piloted. Phase three was the handing out of the PSQ and the rating patient satisfaction questionnaire (RPSQ) to patients attending at the DUT CDC.

Results

The PSQ and RPSQ questionnaires were completed by 400 patients. The patients gave their suggestions as to which statements should be included in the final PSQ. The statements with a majority agreement were included in the final PSQ. The final PSQ was shown to be reliable with Cronbach's Alpha score of 0.93.

Conclusion

The final PSQ could help to continually monitor patient satisfaction at the DUT CDC. The clinic committee could utilise the feedback to implement or build on quality improvement initiatives, which would assist in demonstrating a commitment to patient-centred care and improve the overall healthcare experience at the DUT CDC.