Validating Patient Perspectives: A Study on the Reliability of Satisfaction Survey Tools

Lorena Charrier,1,&ast; Andrea Ricotti,2,&ast; Fabiana Marnetto,2 Rosanna Irene Comoretto,1 Paola Berchialla,3 Elena Cristina Carratello,4 Mariacristina Favero Fra,5 Graziella Costamagna,5 Paola Dalmasso,1,&ast; Maria Carmen Azzolina6,&ast; 1Department of Public Health and Pediatrics, University of Torino, Torino, Italy; 2Clinical Trial Unit, AO Ordine Mauriziano Hospital, Torino, Italy; 3Centre for Biostatistics, Epidemiology and Public Health, Department of Clinical and Biological Sciences, University of Torino, Orbassano, Italy; 4Customer Relations Office, AO Ordine Mauriziano Hospital, Torino, Italy; 5Health Professions Direction, AO Ordine Mauriziano Hospital, Torino, Italy; 6Direttore Sanitario d’Azienda, Health Direction, AO Ordine Mauriziano Hospital, Torino, Italy&ast;These authors contributed equally to this workCorrespondence: Rosanna Irene Comoretto, Department of Public Health and Pediatrics, University of Torino, Via Santena 5 bis, Torino, 10126, Italy, Tel +390116706322, Email [email protected]: Patient perceptions of care quality can guide targeted improvements. Valid and reliable measures are essential for meaningful patient satisfaction assessment, but no validated questionnaires were found among those used in most Italian hospitals. This study aimed to assess the internal reliability and construct validity of two patient satisfaction questionnaires (one for outpatient care and one for inpatient care) developed at Ordine Mauriziano Hospital in Torino, Italy.Patients and methods: The questionnaires underwent face and content validation based on literature, brainstorming, and expert input. After Ethics Committee approval, patients admitted to or accessing the Ordine Mauriziano Hospital for outpatient visits completed the inpatient and outpatient care questionnaires, respectively. Responses were analyzed for internal reliability (Cronbach’s ɑ) and construct validity using confirmatory factor analysis (CFA).Results: Between February and May 2024, 371 outpatient and 374 inpatient questionnaires were fully completed (78%). Both questionnaires’ specific subscales showed high internal reliability (Cronbach’s ɑ ≥ 0.80) and a significant positive correlation with overall satisfaction, confirming construct validity. CFA fit indices met recommended thresholds: CFI> 0.9, RMSEA, and SRMR< 0.08.Conclusion: The results suggest that both questionnaires are valid and reliable for assessing patient satisfaction. They offer valuable insights for healthcare personnel and managers to improve care by focusing efforts and investments on areas needing enhancement and strengthening successful dimensions. Moreover, the widespread use of these tools at the regional level will provide decision-makers with more robust and comparable data over time and across care facilities.Keywords: patient satisfaction, inpatient, outpatient, questionnaire, validation