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Satisfaction, demand, and opening hours in primary care: an observational study
Claire L Morgan1, Hendrik J Beerstecher
1Canterbury Road Surgery, Sittingbourne, Kent, UK.
Summary
Extended hours in UK primary care, including Saturday appointments, influenced demand but patient satisfaction with opening hours improved with increased capacity, regardless of timing. The scheme
Area of Science:
- Health Services Research
- Primary Care Medicine
- Healthcare Management
Background:
- UK primary care implemented a pay-for-performance scheme for appointment accessibility in 2004.
- An extended hours scheme, offering appointments outside standard office hours, was introduced in 2008.
Purpose of the Study:
- To assess the impact of additional morning, evening, and weekend primary care appointments on patient satisfaction with opening hours.
- To analyze how extended hours provision affects patient access and satisfaction in UK primary care settings.
Main Methods:
- An observational study analyzed data from 639 practices across 13 English primary care trusts.
- Clustered logistic regression models were used to compare extended hours provision with practice characteristics and patient satisfaction survey data.
Main Results:
- Practices offering Saturday appointments experienced a decrease in demand for other extended hours.
- Patient satisfaction with opening hours showed a slight improvement with increased appointment capacity, irrespective of the specific time period offered.
- Loose implementation of the extended hours scheme's terms may have limited its overall effectiveness.
Conclusions:
- Saturday appointments were the only extended hours provision that influenced demand in primary care.
- Increased appointment capacity positively impacts patient satisfaction with opening hours, independent of the specific timing of additional services.
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