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Published on: February 17, 2011
Patient and provider satisfaction with medical care
J H Kurata1, A N Nogawa, D M Phillips
1Department of Family Medicine, San Bernardino County Medical Center, CA.
The Journal of Family Practice
|August 1, 1992
Summary
Patient and provider satisfaction with medical care was high, but both groups reported dissatisfaction with access to care, particularly appointment scheduling and waiting times. Patients
Area of Science:
- Medical Education
- Health Services Research
- Patient Experience
Background:
- Limited research exists on comparing patient and provider satisfaction in family medicine settings.
- This study addresses this gap by examining perceptions of care and waiting times.
Purpose of the Study:
- To compare patient and provider satisfaction with medical care and waiting times.
- To identify specific areas of dissatisfaction within a family medicine residency program.
Main Methods:
- 156 adult patients and 65 healthcare providers completed surveys on satisfaction with care and waiting times.
- Patients were interviewed via telephone, while providers used self-administered questionnaires.
- Random selection of patients from daily appointment schedules ensured a representative sample.
Main Results:
- High overall satisfaction reported: 97% of patients and 89% of providers satisfied with medical care.
- Dissatisfaction noted with waiting time (patients 8%, providers 22%) and appointment scheduling (patients 11%, providers 60%).
- Patients' perceived waiting times (mean 16.1 min) were significantly shorter than providers' (mean 27.5 min).
Conclusions:
- Family medicine patients expressed higher satisfaction with overall medical care compared to providers.
- Both patients and providers indicated the lowest satisfaction levels concerning access to care.
- Discrepancies in waiting time perception highlight potential areas for operational improvement.
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