Table 2.
Statistical Characteristics of Items
| Picker Principle | Questions Selected by Expert Team Adult Outpatient | Ceiling >90% Positive Answers | Floor >90% Negative Answers | Missing >10% | Do Not Know >10% | NA >40% |
|---|---|---|---|---|---|---|
| FA, ES ES, CI, FA ES ES CI CC, ET CI, IR, ES ET IR, CI, ES ET AN, ET CI, CC ES IR IF, IR, CC IR, CI CC, CI CC, CI CC, CI AN, ET ES |
Q1Did you have to wait at the clinic to see the nurse/doctor or was they on time?** Q2Were you told how long you would have to wait? (“go to”)** Q3Were the staff at the Outpatients Clinic reception friendly?** Q4Could other people hear what you were saying to the person on reception? Q5Did the staff at the Outpatients Clinic tell you what was going to happen to you? (“go to”)** Q6Did the doctors or nurses know what was written in your medical records?** Q7If you had a question for the doctor did you understand what they told you?** Q8Did you trust the doctors? (“go to”)** Q9If you had a question for one of the other members of staff at the Outpatients Clinic, did you understand what they told you? Q10Did you trust the other members of staff at the Outpatients Clinic? (“go to”) Q11Did you have enough time to talk to the doctor or other members of staff about your illness or problem?** Q12Sometimes at the Outpatient Clinic, members of staff say different things which may confuse you. Did this happen to you?** Q13Were you able to talk to anyone at the Outpatients Clinic about any worries or fears you had? Q14Were you involved in the decisions about your treatment?** Q15Were your family or someone close to you involved in the decisions about your treatment?** Q16Did anyone at the Outpatients Clinic explain to you the pros and cons of the treatment?** Q17Did a member of staff tell to you about possible side effects that you could have from any new medication?** Q18Did anyone at the Outpatients Clinic explain to you about any problems you needed to be aware of when you got home? Q19Did anyone speak to you about after care? For example: Should you make a new appointment or should you see your GP?** Q20How clean was the Outpatients Clinic? Q21Do you feel that the members of staff at the Outpatients Clinic treated you with respect? |
42.8 22.0 85.1 42.4 80.9 92.0* 91.6* 91.3* 89.8 87.1 93.1* 79.5 76.9 88.1 93.4* 84.4 67.4 77.3 92.5* 98.4* 92.8* |
3.3 60.1 1.1 8.6 14.5 1.0 0.6 1.2 0.5 1.3 1.8 3.4 12.1 2.6 2.3 1.3 15.4 12.5 2.1 0.0 0.3 |
0.0 0.0. 0.2 17.4* 1.5 0.4 0.2 2.3 0.4 20.4 2.3 2.8 1.9 1.9 2.3 2.6 2.8 2.6 2.5 2.3 2.8 |
0.8 1.2 0.3 9.6 3.1 1.2 n/a 0.1 0.2 9.6 n/a n/a n/a 1.7 n/a n/a n/a n/a 1.2 1.6 n/a |
n/a 72.8 n/a n/a n/a 0.5 5.4 n/a 45.3* n/a n/a n/a 56.9* 24.6 34.9 23.2 54.9* 46.0* 23.2 n/a n/a |
Abbreviations: FA, fast access to reliable healthcare; ET, effective treatment and trusted professionals; CC, continuity of care and smooth transitions; IR, involvement in decisions and respect for preferences, needs and values; CI, clear information and support for self-care; IF, involvement of and support for family and friends; ES, emotional support, empathy and respect; AN, attention for physical and environmental needs; NA, not applicable (it was not necessary/I do not need to/I did not have to/I did not spoke to); n/a, not applicable, go to, routing question; *, item eligible for exclusion; **, final selected item.