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Related Experiment Videos

To whom do you refer? A referrer satisfaction study

G Parker1, M Wright, S Robertson

  • 1School of Psychiatry, University of New South Wales, Sydney, Australia.

The Australian and New Zealand Journal of Psychiatry
|June 1, 1996
PubMed
Summary

This study developed a psychiatric referrer satisfaction measure. Key factors for satisfaction include prompt appointments and clear communication, not billing or psychiatrist perfection.

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Area of Science:

  • Psychiatry
  • Healthcare Quality Assurance
  • Medical Practice Management

Background:

  • Measuring referrer satisfaction is crucial for improving psychiatric service quality.
  • Existing measures may not fully capture the nuances of referrer-psychiatrist interactions.
  • Understanding referrer priorities can guide service enhancements.

Purpose of the Study:

  • To develop and validate a new measure for assessing referrer satisfaction with psychiatric services.
  • To identify key factors influencing general practitioners', physicians', neurologists', obstetricians', and gynaecologists' satisfaction with psychiatric referrals.

Main Methods:

  • 36 items were rated for importance by urban and rural general practitioners, physicians, neurologists, obstetricians, and gynaecologists.

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  • Responses were ranked to identify key drivers of satisfaction with psychiatric services.
  • Principal components analysis was used to identify underlying factors.

    • Main Results:

    • High agreement was found across diverse practitioner subgroups, indicating generalizable satisfaction variables.
    • Top priorities included immediate initial appointments, clear communication of treatment start/end, and direct referrer-psychiatrist dialogue.
    • Low priorities involved billing, psychiatrist's 'perfection' (cure rate/diagnosis), and sole responsibility for difficult patients.

    Conclusions:

    • The developed item set requires only minor modifications for use in quality assurance activities.
    • The findings support a standardized approach to measuring referrer satisfaction in psychiatric care.
    • Focusing on communication and accessibility can significantly enhance referrer satisfaction.