The Satisfaction Assessment Tool for Obstetrics Triage (SATOT): Development and Psychometric Properties

Background aim: Service providers should frequently assess the clients’ satisfaction and use tools with high level of reliability and validity to meet clients needs. This study was performed to evaluate psychometric properties of a tool to assess the clients’ satisfaction with obstetrics triage. Methods: This validation study was conducted by the exploratory sequential mixed method in two qualitative and quantitative phases using the four stage approach proposed by Waltz and colleagues. In the first qualitative phase, a conventional content analysis approach was used to develop the concept of satisfaction as well as extract the initial items for the questionnaire. The semistructured interviews were conducted with 23 participants in Tehran. In the second stage, a descriptive study was performed to assess the face, content and then construct validity using exploratory factor analysis on 200 subjects as well as reliability through measuring internal consistency and stability. Results: Ten items were extracted from the content analysis. In quantitative face validity, the maximum impact score obtained was five and the minimum impact score was 3.5. The numerical CVR of all items was above 0.49 and the I‐CVI Modified Content Validity Index of all items ranged from 0.86‐1, and the S‐CVI score was 0.97. Following exploratory factor analysis, SATOT having nine items and two factors was finalized. Cronbach’s alpha value and intra‐class correlation coefficient was 0.793 and 0.884, respectively. Conclusion: SATOT can help healthcare providers and managers to identify problems in the structure and process of obstetrics triage that lead to clients’ dissatisfaction.