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Development and validation of a questionnaire to assess satisfaction with hospital emergency care
  1. Susana Granado de la Orden,
  2. Ana Chacón García,
  3. Lorena Flavia Rodríguez Gijón,
  4. Cristina Rodríguez Rieiro,
  5. Concepción Sanchidrian de Blas,
  6. Paz Rodríguez Pérez
  1. Department of Preventive Medicine and Quality Management, Hospital, General Universitario Gregorio Marañón, Madrid, Spain
  1. Correspondence to Dr Susana Granado de la Orden, Department of Preventive Medicine and Quality Management, Hospital General, Universitario Gregorio Marañón, Spain; susana.granado{at}


Objective To develop and validate a questionnaire to determine satisfaction with the hospital emergency department.

Design Cross-sectional study to validate a telephone questionnaire designed in Spanish by a panel of experts.

Setting The emergency department of Hospital Gregorio Marañón, a tertiary level hospital of the Spanish national health system.

Participants A sample of 651 emergency department patients completed the questionnaire.

Main Outcome Measures The psychometric properties of the questionnaire were evaluated; namely, construct, criterion validity, predictive validity and internal consistency.

Results Two dimensions—comfortable service and personalised service—were identified from the exploratory factor analysis, and these accounted for 63% of the variance. Both factors showed a positive correlation with the global assessment items ‘global satisfaction with the attention received in the emergency ward’ and ‘Would you recommend this emergency department?’ The predictive validity of the questionnaire was assessed by means of discriminant analysis, which showed that 66.7% of patients were correctly classified. Internal consistency measured by Cronbach's alpha resulted in a value greater than 0.80 for both dimensions.

Conclusions This questionnaire fulfils the necessary psychometric properties to be considered a useful and reliable tool for measuring patient satisfaction with hospital emergency services.

  • Management
  • medical emergencies
  • patient satisfaction
  • quality assurance
  • quality of health care
  • questionnaire
  • reproducibility of results

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  • Competing interests None to declare.

  • Patient consent Obtained.

  • Ethics approval This study was conducted with the approval of the Area Evaluation of Public Services of the Directorate General of Quality of Services and Citizens a mandatory report on the design to be applied in the study as established by decree 149/2004 of 21 December, the governing council, which establishes the organisational structure of the presidency and council of the order of 18 November 2004 and Deputy Minister of Justice and Interior, which regulates the use of quantitative techniques and qualitative social research to measure the quality of services provided by Madrid.

  • Provenance and peer review Not commissioned; externally peer reviewed.