Table 2

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)
AOR95% CIAOR95% CI
Patient-reported experience (standardised score)
 Dignity 1.77 1.60 to 1.95 1.050.96 to 1.16
 Privacy0.970.92 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 competence1.040.95 to 1.140.940.86 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.