Development and validation of One Stop Crisis Center Service Quality instrument (OSCC-Qual) for domestic violence management / Keng Sheng Chew, ... [et al.]

A multi-sectoral centre called One Stop Crisis Centre (OSCC) provides medical, social, legal, police, and shelter services to victims of rape, sexual assault, sodomy, and child abuse. Although OSCCs have been operating for almost three decades in diverse parts of the world, there is no validated tool to assess the level of service provided by the OSCC. Using a 5-stage methodology, a validated instrument known as OSCC-Qual was established. In Stage 1, focus groups were held among all authors to identify potential items for the instrument. In Stage 2, 13 experts validated the content of the instrument using the content validity index and modified kappa. In Stage 3, 141 healthcare professionals conducted an exploratory factor analysis to validate the items and determine the number of factors in the instrument. In Stage 4, 110 domestic violence survivors conducted a confirmatory factor analysis to verify the validity of the factors and items maintained in Stage 3. In Stage 5, forward and backward translations were performed into the local Malay and Chinese languages. A total of 42 objects were identified in Stage 1. In Stage 2, none was removed. Seven factors—including “information provision”, “competency of staff”, “professionalism”, “supportive environment”, “attitude of staff”, “multi-sectorial coordination” and “tangibles"—were identified in Stage 3. Insufficient factor loading led to the deletion of four items. Due to inadequate factor loading, Stage 4 saw the iterative removal of an additional 3 items. The validity for discrimination was good. With the availability of 7-factor and 35-item OSCC-Qual instrument, it is intended that the performance of OSCC in fulfilling its philosophical goals after three decades of implementation can be uncovered and remedial measures can be made, if necessary.