Client Experience Measures in Included Articles, by Health Area and Measure Domains
| Measure Name or Study Description | Countries Validated | Population(s) | Client Experience of Care Domains | Other Domains Addressed | References | ||
|---|---|---|---|---|---|---|---|
| Effective Communication | Respect and Dignity | Emotional Support | |||||
| Sexual and Reproductive Health | |||||||
| Person-Centered Maternity Care (PCMC) | India Kenya | Women who recently gave birth in a health facility | Communication and Autonomy | Dignity and Respect | Supportive Care | 22,23 | |
| PCMC short | Kenya Ghana India | Women who recently gave birth in a health facility | Communication and Autonomy | Dignity and Respect | Supportive Care | 24 | |
| Bohren et al. (2018) | Nigeria Ghana Guinea Myanmar | Women who gave birth in the past 8 weeks | Communication | Physical Abuse; Verbal Abuse; Stigma; Discrimination | Supportive Care | Failure to Meet Professional Standards; Neglect and Abandonment; Pain Relief | 25,26 |
| Gurung et al. (2021) | Nepal | Women giving birth at a public hospital providing comprehensive emergency obstetric and neonatal care | Rapport | Abuse; Stigma and Discrimination | Standard of Care; Care Not Refused Due To Finances | 27 | |
| QCC (Quality Contraceptive Counselling) Scale | Mexico | Health facility clients interested in learning about contraception during their visit | Information Exchange | Disrespect and Abuse; Interpersonal Relationship | 28 | ||
| Jain et al. (2019) | India | Married women adopting a long-acting reversible contraceptive method | Method Selection | Respectful Care | Continuity of Contraceptive Care Use Effective Use of Method | 29 | |
| IQFP (Interpersonal Quality of Family Planning) scale | India | Young married couples | Receiving Adequate Information | Interpersonal Connection | Decision Support | 30 | |
| Net Promoter Score (NPS) | India Kenya Nigeria El Salvador | Family planning clinic clients | General (e.g., likelihood of recommending this clinic to someone) | 31 | |||
| Respectful Maternity Care (RMC) Scale | Ethiopia | Women who gave birth in the past 7 weeks | Non-Discrimination; Abuse-Free Care; Friendliness | Timeliness of Care | 32 | ||
| Person-Centered Family Planning (PCFP) Scale | India Kenya | Women seeking family planning services at public health facilities | Communication | Autonomy; Respectful Care | Health Facility Environment | 33 | |
| Person-Centered Abortion Care (PCAC) Scale | Kenya | Women who received an abortion-related service | Communication and Autonomy | Respectful and Supportive Care | 34 | ||
| Quality of Family Planning Counselling (QFPC) Measure | India | Family planning clients | Provision of Information; Eliciting Client’s Preferences | Respectful and Engaging Interaction | 35 | ||
| HIV | |||||||
| Health System Responsiveness Survey | Tanzania | Adults living with HIV currently on antiretroviral therapy | Communication | Respect; Confidentiality | Comfort | Access; Perceived Quality | 36 |
| CARE’s Community Score Card (CSC) | Malawi | Pregnant and lactating people living with HIV | Attitude and Commitment of Service Providers; Discriminatory Behavior; Confidentiality | Disclosure Support | 37 | ||
| Quality of Care Through the Patient's Eyes - HIV (QUOTE-HIV) | Brazil The Netherlands | Clients living with HIV receiving outpatient care | Communication; Access to Information | Respect; Dignity; Privacy; Autonomy | Social Support | Facilities; Time | 38,39 |
| Primary Care | |||||||
| Primary Care Assessment Tool (PCAT) | United States Canada Brazil Spain South Korea China Taiwan Tibet Vietnam South Africa Malawi | Primary care clients | Person-Focused Care Over Time; Coordination | Cultural Competence | Family-Centeredness | First Contact Care; Comprehensiveness; Community Orientation | 40–45 |
| Patient Assessment of Healthcare for Outpatient Care (O-PAHC) | Ethiopia | Adults receiving outpatient care at hospitals or health centers | Communication with Nurses and Doctors | Physical Environment | 46 | ||
| Noncommunicable Diseases | |||||||
| Chronic Cancer Experiences Questionnaire (CCEQ) | United Kingdom | Patients with breast, gynecological, colorectal, renal, or prostate cancer | Information and Questions; General Practitioner Involvement; Financial Advice; Managing Appointments; Coordination of Care; Symptom Non-reporting | Making Treatment Decisions; Accessing Support | Sharing Feelings with Others; Worries and Anxieties; Sustaining Normality | Clinical Trials | 47 |
| Consumer Quality Index Breast Cancer (CQI-BC) | The Netherlands | Patients with breast, lung, colorectal, prostate, hematological, gynecological, or skin cancer | Information Services; Continuity of Care | Conduct of Healthcare Professionals; Accessibility of Care; Autonomy | Psychosocial Care and Aftercare | Expertise of Healthcare Professionals; Hospital Facilities; Time Schedule | 48 |
| Consumer Quality Index Cancer Care (CQI-CC) | The Netherlands | Patients with breast, lung, colorectal, prostate, hematological, gynecological, or skin cancer | Education and Shared Knowledge; Free Flow and Accessibility of Information | Patient-Centered Approach by Doctors | Skills & Cooperation of Healthcare Professionals; Collaboration & Team Management | 49 | |
| LifeCourse Experience Tool | United States | Patients with heart failure, cancer, or dementia | Care Teams Across Settings; Communication | Care Goals for Patients | 50 | ||
| Measure of Processes of Care for Adults (MPOC-A) | Canada | Patients with joint or hip replacements | Providing General Information; Providing Specific Information; Coordinated and Comprehensive Care | Respectful and Supportive Care | 51 | ||
| Opportunity for Treatment In Oncology (OPTION) Questionnaire | Italy | Patients with breast or colorectal cancer | Information of Care Pathway; Information on Changes Related to Illness | Feelings of Abandonment; Trustful Relationship with Health Care Staff | Collaboration Among Health Care Professionals | 52 | |
| Pulmonary Arterial Hypertension Clinic - Patient Reported Experience Measurement (PAH-PREM) | Sweden | Patients with pulmonary arterial hypertension | Communication | Patient-Centeredness | Effectiveness; Timeliness | 53 | |
| Patient Assessment of Cancer Communication Experiences (PACE) | Portugal | Oncology patients | Decision-Making About Treatment | Surgery; Chemotherapy; Radiation Therapy; Suspicion of Diagnosis; Diagnosis | 54 | ||
| Patient Assessment of Chronic Illness Care (PACIC) | Denmark The Netherlands United States France | Patients with cardiovascular disease or diabetes mellitus | Patient Activation; Goal Setting/Tailoring; Problem Solving; Follow-up/Coordination | Delivery-System/Practice Design | 55–58 | ||
| Short version of the Patient Assessment of Chronic Illness Care (PACIC-M11) | Malaysia | People with type 2 diabetes or hypertension in primary care settings | Patient Activation; Goal Getting/Tailoring | Delivery System Design/Practice Design | 59–61 | ||
| Older Patient Assessment of Chronic Illness Care (O-PACIC) Sale | The Netherlands | Recently discharged hospitalized patients | Patient Activation; Goal Setting/Tailoring; Problem Solving/Contextual; Follow-Up Coordination | Delivery-System/Practice Design | 62 | ||
| Patient Satisfaction with Cancer-Related Care (PSCC) | United States | Patients with breast, cervical, colorectal, or prostate cancer | Communicational/ Informational; Coordination of Care | Interpersonal/ Relational | Access/Logistical | 63 | |
| Patient-Centered Quality of Cancer Care Questionnaire (PCQCCQ-S) | Mexico | Oncology patients | Clarity of Information; Information for Treatment Decision-Making | Respectful Coordinated Care | Activities to Address Biopsychosocial Needs | Timely Care | 64 |
| Patients and the Cancer Care Experience (PCCE) | United States | Oncology patients | Health Information and Decision-Making Support | Quality of Life | Provide Social Support; Psychosocial Needs; Value for Non-Provider Social Support | 65 | |
| Quality of Care Through the Patient's Eyes (QUOTE) | The Netherlands | Oncology patients | Treatment-related Information; Prognosis Information; Rehabilitation Information; Interpersonal communication; Tailored Communication; Affective Communication | Coping Information | 66 | ||
| Quality of Patient-Centered Cancer Care (QPCCC) | Australia | Hematology cancer patients | Provision of Information, Communication and Education; Coordinated and Integrated Care | Patient Centeredness; Safety; Equity | Emotional Support; Involvement of Family and Friends | Physical Comfort; Effectiveness; Timeliness; Efficiency | 67 |
| CONTACT-Patient-Centered Care Questionnaire (CONACT-PCCQ) | Belgium | Oncology patients | Information, Communication and Education; Coordination of Care | Respect for the Patient’s Values, Preferences and Expressed Needs | Emotional Support; Involvement of Family and Friends | Physical Comfort | 68 |
| Patient Experience Survey (PES) | Canada | Radiation therapy patients | Appointment Scheduling | Interprofessional Staff/Patient Encounters | Same Day Waits; Hospital/Waiting Room Environment; Patient Care; Weekly Oncologist Review; Parking | 69 | |
| Patient Centered Communication in Cancer Care (PCCCC) | United States | Patients with colon or rectal cancer | Exchanging Information; Fostering Health Relationships; Making Decisions; Managing Uncertainty | Enabling Patient Self-Management | Responding to Emotions | Cross-Cutting Items | 70 |
| Patient-Centered Measures of End-of-Life Care Quality for Children with Cancer | United States | Pediatric oncology and palliative care patients | Communication | Meeting Patient Preferences; Symptom Management | Healthcare Use; Interdisciplinary Care | 71 | |
| Patient-Centered Primary Care | The Netherlands | Patients with multiple chronic conditions | Information and Education; Continuity and Secure Transition between Healthcare Settings; Coordination of Care | Respect for Patients’ Preferences | Emotional Support; Involvement of Family and Friends | Access to Care; Physical Comfort | 72 |
| Health Services Marketing & Management | |||||||
| Health Service Quality Scale | Australia | Outpatient oncology clinic and primary care clinic clients | Interpersonal Quality | Technical Quality; Environment Quality; Administrative Quality | 73 | ||
| Emergency Room Service Quality | Israel | Individuals accompanying emergency department patients | Staff Caring | Staff Professionalism; Tangibles | 74 | ||
| Health Service Quality Scale | Colombia | Outpatient health clinic clients | Patient-Centered Communication | Process Quality | 75 | ||
| Continuity Quality of Care Indicator | Poland | Outpatient health clinic clients | Informational Continuity; Cross-Boundary and Team Continuity | Patient Empowerment | Relational Continuity | Managerial Continuity; Flexible Continuity; Longitudinal Continuity | 76 |
| Alberta Continuity of Services Scale-Mental Health (ACSS-MH) | Canada | In- and outpatient mental health service clients | Individualized Care | Responsive Caregiver Responsive System | 77 | ||
| The Humanistic Relationship Importance Scale | Canada | Chronic care facility patients | Recognizing and Supporting Choice; Supporting Human Uniqueness | Relational Availability; Forming Connections | Promoting Quality of Daily Life | 78 | |
| Parent Satisfaction Scale (PSS) | United States | Pediatric mental health treatment clients | Met Expectations | Met Desires; Met Needs | 79 | ||
| Responsiveness of Physician (ROP) Scale | Bangladesh | Rural health service clients | Informing and Guiding | Respecting | Friendliness | Financial Sensitivity; Gaining Trust | 80 |
| mHealth Service Quality Scale | Bangladesh | mHealth consumers | Information Quality | Interaction Quality | System Quality | 81 | |
| Multidimensional Scale for Healthcare Service Quality (HCSQ) | India | Medicine, surgery, pediatric, and gynecology inpatients | Interaction Quality | Physical Environment Quality; Outcome Quality | 82 | ||
| Evaluation of Client Services (ECS) | United States | Outpatient mental health treatment services clients | Communication and Information Exchange | Treatment Relationship | Treatment Management and Outcome; Reachability of Treatment Facilities | 83 | |
| The Health Service Quality (HEALTHQUAL) Measure | South Korea | Hospital in- and outpatients | Empathy | Tangible; Safety; Efficiency; Care Service Improvements | 84 | ||
| Medical Tourism Experience (MTEX) Scale | India | Medical tourism clients | Medical Service Quality | Treatment Quality; Medical Tourism Expenses; Medical Tourism Infrastructure; Destination Appeal; Destination Culture; Ease of Access | 85 | ||
| Cultural Differences in Healthcare | South Korea | Medical tourism clients | Communication | Cultural Values; Religion | Hospital Care and Services; Food; Healthcare System; Facility | 86 | |
| Scale for e-Health Service Quality | Switzerland | mHealth consumers | Information | Empathy; Individualization; Ethical Conduct | Accessibility; Competence; Usability; Security; System Integration; Trust; Performance; Reliability; Ability to Respond | 87 | |
| Navigation Satisfaction Tool (NAVSAT) | Canada | Parent and guardians of youth receiving mental health and addiction services | Ability to Listen; Communication Frequency; Frequency of Contact | Confidentiality | Likelihood of Recommending Service; Overall Satisfaction; Navigator Helpfulness; Ability to Understand Mental Health System; Intake Procedures; Treatment Options Information; Appropriate Treatment Found; Impact on Family | 88 | |
| The Acute Care Hospital Foodservice Patient Satisfaction Questionnaire (ACHFPSQ) | Australia | Acute care inpatients | Food Quality; Meal Service Quality; Staff Service Issues; Physical Environment | 89 | |||
| The Birth Satisfaction Scale (BSS) | United Kingdom | Postpartum women | Quality of Care Provision | Quality of Care Provision | Personal Attributes; Stress Experienced During Labor | 90 | |
| The Cataract Service Satisfaction Tool | United Kingdom | Outpatient cataract surgery clients | Collaboration With Doctors and Nurses; Quantity and Quality of Information | Autonomy; Empathy | Knowledge; Facilities; Waiting Times; Overall Satisfaction; Ability to Manage at Home; Access to Postoperative Support | 91 | |
| Clinical Decision-making Involvement and Satisfaction (CDIS) Scale | Germany; England; Italy; Hungary; Switzerland | Community-based mental health service clients | Involvement | Satisfaction | 92 | ||
| Key Quality Characteristics Assessment for Hospital (KQCAH) Scale | United States | Recently discharged hospitalized patients | Information | Respect & Caring | Effectiveness & Continuity; Appropriateness; Efficiency; Effectiveness-Meals; First Impression; Staff Diversity | 93 | |
| Chinese Patients' Satisfaction Scale (C-PSS) | Taiwan | Hospital outpatient clients | Respect | Warm Interactions | Efficiency; Fairness; Professionalism; Responsibility | 94 | |
| Responsiveness of Physicians Scale (ROP-Scale) | Bangladesh | COVID hospitalized patients | Informativeness | Courteousness | Trustworthiness | 95 | |