Table 2

Results of factor analysis using principal-components analysis on 21 items (N=250; all factor loadings ≥0.4 shown)

			Factor loadings from rotated component matrix
Domain	Cronbach alpha	Item	Factor 1	Factor 2	Factor 3
Progress	0.95	I found it easy to get the service I wanted^*	−0.70
		I had to push to get the help I needed	0.66	0.41
		I moved through the system smoothly	−0.84
		It took too long to get the care needed	0.79
		I felt that no one took responsibility and sorted out my problem	0.76
		I saw the right people	−0.68
		I felt I was given the wrong advice	0.62	0.44
		My problem was sorted out^*	−0.68
		Services did not seem to talk to each other	0.59
		My concerns were taken seriously by everyone	−0.75
		I was made to feel like I was wasting everyone's time	0.69
		The system did not work well this time^*	0.77
		At each stage, I was confident in the advice services gave me	−0.73
Entry	0.70	I did not know which service to go to about this problem		0.79
		I felt that the first service I tried was the right one to help me		−0.73
		I felt sometimes I had ended up in the wrong place	0.58	0.51
Patient convenience	0.75	Travelling to the services I needed was easy			0.60
		I had to repeat myself too many times	0.54		−0.45
		Services had the information they needed about me		−0.45	0.51
		I was told how long I'd have to wait			0.82
		Services understood that I had responsibilities, like my need to look after my family	−0.47		0.48