Patient satisfaction with health care provided – methods and their use
Authors:
J. Mareš
Authors‘ workplace:
Lékařská fakulta UK v Hradci Králové
; Přednosta: doc. MUDr. S. Býma, CSc.
; Ústav sociálního lékařství
Published in:
Prakt. Lék. 2009; 89(12): 668-674
Category:
Various Specialization
Overview
This review study presents the methods used for assessing patient satisfaction with the health care provided by general practitioners. It omits the methods commonly used for the assessment of patient satisfaction in hospital care.
Firstly the study describes the principles of quantitative methods and also introduces the 10 most commonly used foreign questionnaires in this respect.
In the second part, the review deals with qualitative methods (interviews, focus group discussions, recording interviews with patients, transcripts, text analysis, computer analysis of videotapes) and includes examples of combinations of methods.
The authors in the third part summarize the disadvantages of traditional questionnaires and offer several solutions.
The final section of the article focuses on practical issues:
- time frame of study,
- ways of administering questionnaires,
- size of patient sample,
- length of questionnaire etc.
Analysis of the available literature shows that general practitioners currently have two main types of assessment methods:
- generic methods (EUROPEP, GPAQ), and
- specific methods. These are only aimed at particular aspects of a general practitioner’s activity: communication skills, impact of consultation on patients (CPQ, PEI), functioning of surgery beyond working hours (PSQ), care for chronic ill patients (PACIC), care for members of ethnic minorities.
Key words:
patient, general practitioner, satisfaction of patients, assessment, questionnaire, interview, focus group, methodological problems.
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