Patient Satisfaction in Primary Care and Emotional Intelligence

Patient satisfaction, a key outcome in healthcare evaluation, is strongly influenced by the human dimension of care. Emotional intelligence, particularly empathy and emotion regulation, plays a crucial role in shaping patient experiences in primary care settings. This research study focuses on evaluating patients' satisfaction with primary healthcare services and exploring the relationship with the level of their emotional intelligence.

A cross-sectional study was conducted at the Agioi Anargyroi Health Center in Ilion, Greece. A total of 102 patients completed two validated questionnaires: the Patient Satisfaction Questionnaire (Aletras-Niakas) and the Wong & Law Emotional Intelligence Scale (WLEIS). Data were analyzed with descriptive statistics and correlation tests (Spearman, Pearson, Mann-Whitney, t-test).

The results revealed high levels of satisfaction, particularly in areas such as service, appointment procedures, waiting time, provision of medical services and discharge from the center. The mean overall satisfaction score was 4.01 for medical consultation and 4.09 for discharge (scale 1-5). Overall, 68% of respondents were satisfied or very satisfied, while 3% were dissatisfied. The average rating of the National Health System was 69.3/100. Emotional intelligence scores were high, with mean values ranging from 5.22 to 5.77 (scale 1-7). There were statistically significant correlations between emotional intelligence dimensions and patient satisfaction (Spearman's rho = 0.237-0.424, p < 0.05). Patients with public health insurance reported higher satisfaction with access and arrival compared to other groups.

Patient satisfaction in primary care was high and positively associated with emotional intelligence, especially in emotion management and empathy. These findings highlight the importance of strengthening emotional intelligence skills among both patients and healthcare providers to improve service quality and foster more human-centered care.