Medical general practice: influencing clients' levels of satisfaction

A general practice consultation involves a variety of doctor-client interactions. Commonly, a diverse range of clients attend a general practice. Further, general practices vary in their design and in service provision. There are significant risks that clients' experiences may not match prior expectations, resulting in lower levels of satisfaction with the consultation. This study describes the pilot testing of the widely used Model of Service Quality adapted to a general practice context. The results suggest that the adapted model may be used to help improve practice design and, consequently, client satisfaction with the service provided.