Table 1.

Positive and negative framed patient satisfaction statements

Set A: Positively framed statement	Set B: Negatively framed statement
1. The lab fees today were reasonable.	The lab fees today were too expensive.
2. This health facility is clean.	This health facility is dirty.
3. The waiting time was appropriate.	The waiting time was too long.
4. The fees for medicines or drugs you received today were reasonable.	The fees for medicines or drugs received today were too expensive.
5. The staff at this facility is courteous and respectful.	The staff at this facility is rude and disrespectful.
6. The staff did a good a job of explaining your condition.	The staff did a poor job of explaining your condition.
7. You had enough privacy during your visit.	You had too little privacy during your visit.
8. The registration fees of this visit to the health facility were reasonable.	The registration fees of this visit to the health facility were too expensive.
9. The staff spent a sufficient amount of time with you.	The staff spent too little time with you.
10. The hours this facility is open are adequate to meet your needs.	The hours this facility is open are too short to meet your needs.
11. You completely trust the staff’s decision about medical treatment in this facility.	You do not completely trust the staff’s decision about medical treatment in this facility.