Defining and measuring patient satisfaction with medical care

UMMS Affiliation

Department of Quantitative Health Sciences

Publication Date


Document Type



*Consumer Satisfaction; Factor Analysis, Statistical; *Health Services Research; Illinois; *Patient Acceptance of Health Care; Questionnaires; Research Design


Biostatistics | Epidemiology | Health Services Research


This paper describes the development of Form II of the Patient Satisfaction Questionnaire (PSQ), a self-administered survey instrument designed for use in general population studies. The PSQ contains 55 Likert-type items that measure attitudes toward the more salient characteristics of doctors and medical care services (technical and interpersonal skills of providers, waiting time for appointments, office waits, emergency care, costs of care, insurance coverage, availability of hospitals, and other resources) and satisfaction with care in general. Scales are balanced to control for acquiescent response set. Scoring rules for 18 multi-item subscales and eight global scales were standardized following replication of item analyses in four field tests. Internal-consistency and test-retest estimates indicate satisfactory reliability for studies involving group comparisons. The PSQ well represents the content of characteristics of providers and services described most often in the literature and in response to open-ended questions. Empirical tests of validity have also produced generally favorable results.

DOI of Published Version



Eval Program Plann. 1983;6(3-4):247-63. Link to article on publisher's site

Journal/Book/Conference Title

Evaluation and program planning

PubMed ID


Related Resources

Link to Article in PubMed