Cross-sectional research conducted in the Netherlands to identify relationships among the actual level of patient-centred care, the care gap (ideal vs actual care delivery) and satisfaction with care

OBJECTIVE: This study aimed to identify relationships among the actual level of patient-centred care (PCC), the care gap (ideal level of PCC vs actual care delivery) and satisfaction with care. DESIGN: This study was a cross-sectional survey. SETTING: This study was conducted at two locations of a Dutch hospital (Nieuwegein and Leidsche Rijn Utrecht). PARTICIPANTS: Patients visiting the outpatient clinics for heart failure, chronic obstructive pulmonary disease (COPD) and cancer in March–May 2017 were asked to fill in a questionnaire. Inclusion criteria were diagnosis with COPD, heart failure or cancer and clinic visitation for a regular appointment. A total of 186 patients filled in the questionnaire. PRIMARY AND SECONDARY OUTCOME MEASURES: Outcomes evaluated were the actual level of PCC, the care gap and satisfaction with care. RESULTS: About half (45%) of the respondents were female, 38% had low educational levels and 31% were single. Respondents’ mean age was 67.83 ± 10.02 (range, 16–94) years. Patients’ experiences with actual care delivery and their conceptualisation of the ideal type of care differed significantly, representing care gaps, in all PCC dimensions. After controlling for background characteristics, patients’ experiences with actual delivery and the care gap were related significantly to patients’ satisfaction with care (β = 0.17 and β = – 0.41, respectively). CONCLUSIONS: Patients’ experiences with the actual level of PCC and the care gap are important for patients’ satisfaction with care.