Association of patient-reported experience domains with satisfaction and facility recommendation (n=13 434)
| Satisfaction with service (satisfied, neutral, dissatisfied) | Facility recommendation NPS (promoters, passive, detractors) | |||
| AOR | 95% CI | AOR | 95% CI | |
| Patient-reported experience (standardised score) | ||||
| Dignity | 1.77 | 1.60 to 1.95 | 1.05 | 0.96 to 1.16 |
| Privacy | 0.97 | 0.92 to 1.03 | 1.10 | 1.04 to 1.16 |
| Communication | 2.73 | 2.47 to 3.02 | 2.02 | 1.83 to 2.23 |
| Short wait time | 1.21 | 1.15 to 1.28 | 1.06 | 1.00 to 1.11 |
| Ease of use | 1.27 | 1.15 to 1.41 | 3.84 | 3.46 to 4.25 |
| Provider competence | 1.04 | 0.95 to 1.14 | 0.94 | 0.86 to 1.03 |
| Timely action | 1.11 | 1.05 to 1.17 | 1.18 | 1.12 to 1.24 |
Bold denotes p<0.05. Associations adjusted for the contextual, facility and individual characteristics shown in table 1.
AOR, adjusted OR; NPS, net promoter score.