Table 3.

Reliability Estimates for Multi-Item Scales and Items

Item/Scale		Reliability
		Internal Consistency	Hospital Level	Hospital-Level ICC
Nurse communication		0.85	0.85	0.02
Q01	Nurses treat with courtesy and respect		0.81	0.02
Q02	Nurses listen carefully		0.82	0.02
Q03	Nurses explain things understandably		0.80	0.02
Doctor communication		0.87	0.76	0.01
Q05	Doctors treat with courtesy and respect		0.69	0.01
Q06	Doctors listen carefully		0.72	0.01
Q07	Doctors explain things understandably		0.71	0.01
Nursing services		0.71	0.85	0.03
Q04	Received help when pressed call button		0.85	0.03
Q11	Received help with bathroom		0.71	0.02
Physical environment		0.49	0.87	0.03
Q08	Hospital room and bathroom kept clean		0.81	0.02
Q09	Hospital room area quiet at night		0.88	0.03
Pain control		0.81	0.71	0.02
Q13	Pain well controlled		0.62	0.01
Q14	Staff helped with pain management		0.70	0.02
Communication about medicines		0.73	0.64	0.01
Q16	Staff tell what new medicine is for		0.60	0.01
Q17	Staff describe side effects of new medicine		0.59	0.01
Discharge information (19, 20)		0.45	0.75	0.02
CHART-augmented discharge information (19, 20, 28, 29)		0.72	0.81	0.02
Q19	Reversed: talk re help after discharge		0.71	0.01
Q20	Reversed: written information about re symptoms		0.74	0.02
Q28	Explain medicines to be used at home understandably		0.69	0.02
Q29	Danger signals to watch at home		0.79	0.02
CHART three-item coordination of care composite (23, 25, 27)		0.58	0.84	0.02
CHART four-item coordination of care composite (23, 24, 25, 27)		0.66	0.84	0.02
CHART five-item coordination of care composite (23, 24, 25, 26, 27)		0.70	0.87	0.03
Q23	Organized admission process		0.84	0.02
Q24	Explained reason for room delay		0.54	0.01
Q25	Scheduled test performed on time		0.76	0.02
Q26	Check ID before giving medicines/treatment/test		0.84	0.03
Q27	Reversed: received different information from doctors and nurses		0.64	0.01

ICC, intra-class correlation coefficient; CHART, California Hospitals Assessment and Reporting Taskforce.