Table 2.

Grouping of the 21 survey questions using factor analysis, Rotated Component Matrix

	Component:
Question:	1	2	3
Q1. During a typical visit, my doctor spends enough time explaining my medical condition to me.	0.773	0.151	0.162
Q2. My doctor gives me the best quality of care.	0.869	0.190	0.133
Q3. I would recommend my doctor to friends.	0.827	0.191	0.112
Q4. The staff are helpful to the patients.	0.311	0.562	0.127
Q5. My doctor uses technical terms that confuse me.a	0.109	−0.200	0.628
Q6. My doctor is available when I need him/her.b	0.412	0.491	0.076
Q7. The waiting room time is too long.b	−0.084	0.402	0.442
Q8. My doctor really follows through.	0.751	0.230	0.082
Q9. I plan to return to this center for care.	0.713	0.370	0.148
Q10. It’s easy to get an appointment when I need one.	0.223	0.665	0.122
Q11. My doctor wastes time talking about things that don’t really matter to me.a	0.271	−0.014	0.702
Q12. My doctor treats the “whole” person.	0.640	0.300	0.143
Q13. The staff accommodates my needs over the phone.	0.241	0.677	0.070
Q14. I am satisfied with the quality of the medical care I receive here.	0.724	0.398	0.171
Q15. I receive prompt attention while waiting in this facility.	0.285	0.658	0.132
Q16. I have to tell my story several times before getting an appointment.a	0.001	0.409	0.631
Q17. I am treated the same as other people who get care here.	0.366	0.511	0.105
Q18. Check-out time at the front desk is too time-consuming.a	−0.030	0.338	0.648
Q19. I would not recommend this center to a friend.a	0.250	0.101	0.530
Q20. Everything seems so confusing at this center.a	0.199	0.160	0.731
Q21. When I’m sick I can get an appointment pretty quickly.	0.229	0.712	0.057

Component 1: Satisfaction with Doctor (Questions 1, 2, 3, 8, 9, 12, 14)

Component 2: Availability/Convenience (Questions 4, 10, 13, 15, 17, 20)

Component 3: Orderly/Time (Questions 5, 11, 16, 18, 19, 20)

^aQuestions worded in the negative were reversed for statistical analysis

^bQuestion not classified by component