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Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study
BACKGROUND: Low patient satisfaction with the quality of out-of-hours primary care (OOH-PC) has been linked with several individual and organizational factors. However, findings have been ambiguous and may not apply to the Danish out-of-hours (OOH) setting in which general practitioners (GPs) perfor...
Autores principales: | , , , , , |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
BioMed Central
2018
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5765708/ https://www.ncbi.nlm.nih.gov/pubmed/29325520 http://dx.doi.org/10.1186/s12875-017-0681-6 |
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author | Tranberg, Mette Vedsted, Peter Bech, Bodil Hammer Christensen, Morten Bondo Birkeland, Søren Moth, Grete |
author_facet | Tranberg, Mette Vedsted, Peter Bech, Bodil Hammer Christensen, Morten Bondo Birkeland, Søren Moth, Grete |
author_sort | Tranberg, Mette |
collection | PubMed |
description | BACKGROUND: Low patient satisfaction with the quality of out-of-hours primary care (OOH-PC) has been linked with several individual and organizational factors. However, findings have been ambiguous and may not apply to the Danish out-of-hours (OOH) setting in which general practitioners (GPs) perform the initial telephone triage. This study aimed to identify patient-related, GP-related and organizational factors associated with low patient satisfaction. METHODS: The study was based on data from a 1-year population-based survey of OOH-PC (LV-KOS) in the Central Denmark Region in 2010–2011. GPs on OOH duty completed an electronic questionnaire in the OOH computer system, and the registered patients received a subsequent postal questionnaire focusing on contact evaluation, waiting time, demographic characteristics and general self-perceived health. Associations were analysed using multivariable logistic regression with dissatisfaction as the dependent variable. RESULTS: The patient response rate was 50.6%. For all contact types, 82.5% of the patients were satisfied with the OOH-PC service. More patients were dissatisfied with telephone consultations than with clinic consultations or home visits (8.5% vs. 6.0% and 4.3%, respectively). Contacts assessed by the GP as ‘not severe’ were associated with dissatisfaction for telephone consultations and home visits. Poor general self-perceived health was associated with dissatisfaction for all contact types. Living in urban areas was associated with dissatisfaction for telephone consultations, while unacceptable waiting time was associated with dissatisfaction for all contact types. CONCLUSIONS: We found a high level of patient satisfaction with the OOH-PC service. The only factors affecting patient satisfaction across all contact types were unacceptable waiting time and poor general self-perceived health. For the other investigated factors, patient satisfaction depended on the type of contact. Generally, patients contacting for GP-assessed non-severe health problem and patients living in urban areas were more dissatisfied. ELECTRONIC SUPPLEMENTARY MATERIAL: The online version of this article (10.1186/s12875-017-0681-6) contains supplementary material, which is available to authorized users. |
format | Online Article Text |
id | pubmed-5765708 |
institution | National Center for Biotechnology Information |
language | English |
publishDate | 2018 |
publisher | BioMed Central |
record_format | MEDLINE/PubMed |
spelling | pubmed-57657082018-01-17 Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study Tranberg, Mette Vedsted, Peter Bech, Bodil Hammer Christensen, Morten Bondo Birkeland, Søren Moth, Grete BMC Fam Pract Research Article BACKGROUND: Low patient satisfaction with the quality of out-of-hours primary care (OOH-PC) has been linked with several individual and organizational factors. However, findings have been ambiguous and may not apply to the Danish out-of-hours (OOH) setting in which general practitioners (GPs) perform the initial telephone triage. This study aimed to identify patient-related, GP-related and organizational factors associated with low patient satisfaction. METHODS: The study was based on data from a 1-year population-based survey of OOH-PC (LV-KOS) in the Central Denmark Region in 2010–2011. GPs on OOH duty completed an electronic questionnaire in the OOH computer system, and the registered patients received a subsequent postal questionnaire focusing on contact evaluation, waiting time, demographic characteristics and general self-perceived health. Associations were analysed using multivariable logistic regression with dissatisfaction as the dependent variable. RESULTS: The patient response rate was 50.6%. For all contact types, 82.5% of the patients were satisfied with the OOH-PC service. More patients were dissatisfied with telephone consultations than with clinic consultations or home visits (8.5% vs. 6.0% and 4.3%, respectively). Contacts assessed by the GP as ‘not severe’ were associated with dissatisfaction for telephone consultations and home visits. Poor general self-perceived health was associated with dissatisfaction for all contact types. Living in urban areas was associated with dissatisfaction for telephone consultations, while unacceptable waiting time was associated with dissatisfaction for all contact types. CONCLUSIONS: We found a high level of patient satisfaction with the OOH-PC service. The only factors affecting patient satisfaction across all contact types were unacceptable waiting time and poor general self-perceived health. For the other investigated factors, patient satisfaction depended on the type of contact. Generally, patients contacting for GP-assessed non-severe health problem and patients living in urban areas were more dissatisfied. ELECTRONIC SUPPLEMENTARY MATERIAL: The online version of this article (10.1186/s12875-017-0681-6) contains supplementary material, which is available to authorized users. BioMed Central 2018-01-11 /pmc/articles/PMC5765708/ /pubmed/29325520 http://dx.doi.org/10.1186/s12875-017-0681-6 Text en © The Author(s). 2018 Open AccessThis article is distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution, and reproduction in any medium, provided you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license, and indicate if changes were made. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated. |
spellingShingle | Research Article Tranberg, Mette Vedsted, Peter Bech, Bodil Hammer Christensen, Morten Bondo Birkeland, Søren Moth, Grete Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title | Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title_full | Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title_fullStr | Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title_full_unstemmed | Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title_short | Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study |
title_sort | factors associated with low patient satisfaction in out-of-hours primary care in denmark - a population-based cross-sectional study |
topic | Research Article |
url | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5765708/ https://www.ncbi.nlm.nih.gov/pubmed/29325520 http://dx.doi.org/10.1186/s12875-017-0681-6 |
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