Table 4 Reliability analysis of the 20 patient satisfaction measurement items among patients at emergency departments in Gondar University Referral Hospital, Northwest Ethiopia, May 2012

Courtesy of staff in the registration area

Comfort and pleasantness of the waiting area

Comfort and pleasantness during examination

Friendliness/courtesy of the nurse

Concern the nurse showed for doing medical orders

Courtesy of security staff

Courtesy of staff who transfer the patients

Length of wait before going to an exam room

Friendliness/courtesy of the care provider

Explanations the care provider gave you about your condition

Concern the care provider showed for your questions or worries

Care provider’s efforts to include you in decisions about your treatment

Information the care provider gave you about medications

Instructions the care provider gave you about follow-up care

Degree to which care provider talked with you using words you could understand

Amount of time the care provider spent with you

Frequency of being visit by physicians

Overall cheerfulness of hospital practice

Overall cleanliness of hospital practice

Likelihood of your recommending the practice to others

Total items score