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A patient determined general practice satisfaction questionnaire.

I D Steven1, S A Thomas, E Eckerman

  • 1Royal Australian College of General Practitioners.

Australian Family Physician
|May 20, 1999
PubMed
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A new patient satisfaction questionnaire was developed and validated in Australian general practices. Most patients reported high satisfaction, but specific concerns like waiting times and accessibility highlight areas for improvement in general practitioner services.

Area of Science:

  • General Practice
  • Health Services Research
  • Patient Experience

Background:

  • Patient satisfaction is a key indicator of healthcare quality.
  • Understanding factors influencing patient satisfaction is crucial for improving general practitioner (GP) services.
  • Previous research indicates variability in patient satisfaction levels within Australian general practices.

Purpose of the Study:

  • To develop and validate a patient satisfaction questionnaire based on patient-perceived influencing factors.
  • To identify patient and practitioner characteristics that impact satisfaction outcomes.
  • To explore the relationship between specific service items and overall patient satisfaction.

Main Methods:

  • A 39-item questionnaire was developed from 20 focus groups.

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  • The questionnaire was administered to 12,605 patients across 133 Australian general practices.
  • Factor analysis was used to examine item relationships and their impact on overall satisfaction.

    • Main Results:

    • Overall satisfaction was high, with 73% of patients 'very satisfied' and 26% 'satisfied'.
    • Key areas of dissatisfaction included waiting times (18%), ease of home visits (17%), out-of-hours access (15%), drug costs (12%), and waiting room facilities (10%).
    • Older patients, those with recent visits, long-term patients, and those visiting a single practice were more likely to report higher satisfaction. Solo practitioners' patients reported higher satisfaction with individual items.

    Conclusions:

    • The developed questionnaire identified patient-perceived items similar to those identified by practitioners.
    • Substantial variability in patient satisfaction levels across Australian general practices was confirmed.
    • The study highlights specific areas for targeted improvement in general practitioner service delivery.