Table 3 Factor Cronbach’s α and Spearman’s rank correlation coefficients (rho) between individual patient experience items and the item on general satisfaction with hospital care in the revised outpatient PREM-CCH (n=2293)

Factor 1 Communication and information (8 items)

0.9^a

Q13. Did the doctor explain your illness and related issues concretely?

0.4

Q14. Do you understand your condition clearly after this visit?

0.3

Q15. Do you understand the treatment protocol of your illness clearly after the visit?

0.3

Q16. Could you get timely responses when you asked questions?

0.3

Q17. Could you get timely help when you needed?

0.3

Q18. Were medical professionals friendly and respectful during this visit?

0.5

Q19. Did the doctor listen to the description of your condition patiently during this visit?

0.5

Q22. Are you satisfied with the communication between you and the medical professionals during this visit?

0.5

Factor 2 Professional competence (3 items)

0.7^a

Q32. Do you think the medical professionals have done sufficient inquiry and medical check-up?

0.5

Q34. Do you think the medical professionals followed the standard procedures during this visit?

0.5

Q40. What do you think of the skills of the medical professionals in this hospital?

0.5

Factor 3 Medical costs (5 items)

0.8^a

Q46. Do you think the amount of money you spent this time was worthwhile regarding to your condition?

0.5

Q47. Do you think the amount of money you spent on registration, diagnosis and treatment this time was reasonable?

0.4

Q48. Do you think the amount of money you spent on medications this time was reasonable?

0.4

Q49. Do you think the amount of money you spent on tests and examinations this time was reasonable?

0.4

Q51. Do you think the medications the doctor prescribed this time were reasonable?

0.4

Factor 4 Efficiency (4 items)

0.8^a

Q42. Do you think the waiting time for registry and paying fees was reasonable?

0.3

Q43. Do you think the waiting time for seeing the doctor was reasonable?

0.3

Q44. Do you think the waiting time for examinations was reasonable?

0.3

Q45. Do you think the waiting time for getting medications was reasonable?

0.3

Factor 5 Hospital recommendation (2 items)

0.8^a

Q54. Would you still go to this hospital if you need to see the doctor next time?

0.4

Q55. Would you recommend this hospital to your relatives and friends if they are sick?

0.4