Empirical Verification of the Scale Measuring Patient Service Quality in Integrated Health Care in Poland

Abstract

The aim of the paper is to discuss the psychometric properties of a new instrument that assesses the patient service quality in Polish integrated healthcare. In the study the scale was composed of 32 statements. The examination of its validity was carried out on a sample of 320 patients. To measure the homogeneity of the scale α-Cronbach was applied. Next, the confirmation factor analysis was conducted based on PCA. In the study α -Cronbach coefficient for the entire scale amounted to 0.891, which is a very good result according to Nunnaly criterion. Moreover, individual items of the scale featured a high degree of validity. The confirmation factor analysis of 32 items demonstrated that the values of factor loading for nearly all test items are high. The study demonstrated that the developed instrument for measuring quality of care, comprised of nine areas and 29 test items, and it has a one-dimensional structure. The set of factor variables used allows to "aggregate" the seven initially distinguished dimensions and two new ones of the analysed quality of care. Validity and reliability tests of the scale demonstrated that the instrument allows an accurate diagnosis of the quality of care perceived by chronically ill patients.