The Out-of-hours Patient Questionnaire: 14 items used in analyses
| Questionnaire section | Item | Response scale |
|---|---|---|
| Making contact with the service | How do you rate (how long it took your call to be answered, excluding any introductory message)? | 5-point: ‘very poor’ to ‘excellent’ |
| Please rate the helpfulness of the call operator. | 5-point: ‘very poor’ to ‘excellent’ | |
| Please rate the extent to which you felt the call operator listened to you. | 5-point: ‘very poor’ to ‘excellent’ | |
| How do you rate (how long it took for a health professional to call you back)? | 5-point: ‘very poor’ to ‘excellent’ | |
| The outcome of your call | Were you happy with the type of care you received? | Yes/no |
| The consultation with the health professional | How do you rate (the length of your consultation with the health professional)? | 5-point: ‘very poor’ to ‘excellent’ |
| (Please rate) the thoroughness of the consultation. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the accuracy of the diagnosis. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the treatment you were given. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the advice and information you were given. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the warmth of the health professional's manner. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the extent to which you felt listened to. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the extent to which you felt things were explained to you. | 5-point: ‘very poor’ to ‘excellent’, plus N/A | |
| (Please rate) the respect you were shown. | 5-point: ‘very poor’ to ‘excellent’, plus N/A |
NA, not applicable.