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Related Experiment Videos

Dissatisfaction in general practice: what do patients really want?

I D Steven1, R M Douglas

  • 1Department of Community Medicine, University of Adelaide.

The Medical Journal of Australia
|March 21, 1988
PubMed
Summary

Patient dissatisfaction with primary medical care is linked to practice size, with larger practices reporting more issues. Key concerns include accessibility and communication, highlighting areas for organizational improvement in general practice.

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Area of Science:

  • Primary Care Medicine
  • Health Services Research
  • Patient Experience

Background:

  • Patient satisfaction is a critical indicator of healthcare quality.
  • Understanding patient dissatisfaction drivers is essential for improving primary care services.
  • General practice organizational structures may influence patient perceptions of care.

Purpose of the Study:

  • To investigate patient dissatisfaction with various aspects of general practice care.
  • To identify factors contributing to patient dissatisfaction within primary care settings.
  • To explore the relationship between practice size and patient-reported dissatisfaction.

Main Methods:

  • A 21-item questionnaire was administered to approximately 100 adult patients across 31 general practices in Adelaide.

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  • Factor analysis was used to group patient dissatisfaction items into distinct categories.
  • Mean dissatisfaction scores were compared across different practice sizes (solo, two-person, and three-plus partner practices).

    • Main Results:

    • Patient dissatisfaction was highest in larger general practices and lowest in two-person practices.
    • Factor analysis supported "receptionists", "accessibility", and "communication" as independent issues.
    • "Quality" of care was integrated into a broader "mechanics" factor.
    • The primary areas of patient dissatisfaction were accessibility and communication.

    Conclusions:

    • Practice size and organization significantly impact patient satisfaction in primary care.
    • Improving accessibility and communication are crucial for enhancing the patient experience in general practice.
    • Findings have implications for the organization and delivery of primary medical care.