Non-Physician Contributors to Patient Satisfaction in a Japanese Primary Care: A Cross-Sectional Secondary Analysis...

Patient satisfaction is a key indicator of healthcare quality. While physician-related factors are well studied, less is known about how non-physician staff contribute to satisfaction in primary care. This study examined the association between patient satisfaction and multidisciplinary staff involvement in a Japanese primary care clinic.

We conducted a secondary analysis of patient satisfaction survey data collected from 2019 to 2022. The primary outcome was overall satisfaction with the visit, dichotomized as "highly satisfied" versus "less than highly satisfied." Modified Poisson regression with robust standard errors estimated prevalence ratios (PRs) and 95% confidence intervals (CIs). Multivariable models included satisfaction with non-physician staff, patient demographics, and physician-related satisfaction via principal component analysis. Sensitivity analyses included consultation duration and access to care.

Among 1415 patients, higher satisfaction with the demeanor of nursing staff (PR 2.06, 95% CI 1.39-3.05) and waiting time care (PR 1.43, 95% CI 1.33-1.54) were significantly associated with greater overall satisfaction. Receptionist demeanor also showed a modest but significant association (PR 1.30, 95% CI 1.05-1.61). In the sensitivity analysis, these associations persisted for nursing staff (PR 1.64, 95% CI 1.20-2.24) and waiting time care (PR 1.08, 95% CI 1.02-1.14), while the receptionist association was attenuated (PR 1.15, 95% CI 0.97-1.35).

Beyond physician-related factors, nursing staff demeanor and waiting time care were found to be associated with patient satisfaction. These findings support the importance of multidisciplinary contributions to patient-centered care in primary care clinics.