Comparing what patients value and what they experience in English general practice: cross-sectional survey

Sirdifield, Coral and Godoy Caballero, Ana Luisa and Siriwardena, Niro and Windle, Karen and Jackson, Christine and McKay, Steve and Schäfer, Willemijn (2015) Comparing what patients value and what they experience in English general practice: cross-sectional survey. In: SAPC Regional Conference, 17 March 2015, University of Nottingham.

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Item Type:Conference or Workshop contribution (Presentation)
Item Status:Live Archive

Abstract

Introduction: We aimed to investigate patients’ satisfaction with primary care. First, we identified the priorities of primary care patients, and then we used patient experience data to investigate the extent to which patients’ priorities were being met.
Methods: Data were collected using structured self-administered questionnaires in general practices in three regions of England. Patient experience and values data on 15 attributes of primary care extracted from the English QUALICOPC dataset were used to conduct an Importance-Performance Analysis (IPA).
Results: A total of 174 general practices took part from 1473 invited to participate in the study (12%); 1296 of 1566 (82.8%) patient experience and 155 of 174 (89.1%) patient priorities questionnaires were returned from 1451 patients. Patients valued both ‘relational’ and ‘functional’ aspects of care. There were attributes of primary care in which importance was rated higher than performance, suggesting a need to invest additional resources to improve patient satisfaction in these areas, e.g. that patients know how to get evening, night and weekend services, and the ease with which patients can make an appointment. There were other attributes where performance currently exceeds what patients value, e.g. proximity of the practice to a patient’s house or, a short waiting time when contacting the practice.
Conclusions: The attributes needing most improvement related to primary care access. More research is needed to identify how to improve access without generating inappropriate demand or compromising continuity of care.

Keywords:patient satisfaction, Patient experience, Primary care
Subjects:A Medicine and Dentistry > A900 Others in Medicine and Dentistry
Divisions:College of Social Science > School of Health & Social Care
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ID Code:16974
Deposited On:25 Mar 2015 11:21

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