Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study
Abstract 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...
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| Format: | Article |
| Language: | English |
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BMC
2018-01-01
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| Series: | BMC Family Practice |
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| Online Access: | http://link.springer.com/article/10.1186/s12875-017-0681-6 |
| _version_ | 1818859562879418368 |
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| author | Mette Tranberg Peter Vedsted Bodil Hammer Bech Morten Bondo Christensen Søren Birkeland Grete Moth |
| author_facet | Mette Tranberg Peter Vedsted Bodil Hammer Bech Morten Bondo Christensen Søren Birkeland Grete Moth |
| author_sort | Mette Tranberg |
| collection | DOAJ |
| description | Abstract 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. |
| first_indexed | 2024-12-19T09:14:10Z |
| format | Article |
| id | doaj.art-c495b7bdd1a3406c962a895aabf33777 |
| institution | Directory Open Access Journal |
| issn | 1471-2296 |
| language | English |
| last_indexed | 2024-12-19T09:14:10Z |
| publishDate | 2018-01-01 |
| publisher | BMC |
| record_format | Article |
| series | BMC Family Practice |
| spelling | doaj.art-c495b7bdd1a3406c962a895aabf337772022-12-21T20:28:09ZengBMCBMC Family Practice1471-22962018-01-0119111010.1186/s12875-017-0681-6Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional studyMette Tranberg0Peter Vedsted1Bodil Hammer Bech2Morten Bondo Christensen3Søren Birkeland4Grete Moth5Department of Public Health Programmes, Randers Regional HospitalResearch Unit for General Practice, Department of Public Health, Aarhus UniversitySection for Epidemiology, Department of Public Health, Aarhus UniversityResearch Unit for General Practice, Department of Public Health, Aarhus UniversityDepartment of Psychology, Faculty of Health Sciences, University of Southern DenmarkResearch Unit for General Practice, Department of Public Health, Aarhus UniversityAbstract 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.http://link.springer.com/article/10.1186/s12875-017-0681-6Out-of-hours careGeneral practiceDenmarkPatient satisfactionDelivery of health care |
| spellingShingle | Mette Tranberg Peter Vedsted Bodil Hammer Bech Morten Bondo Christensen Søren Birkeland Grete Moth Factors associated with low patient satisfaction in out-of-hours primary care in Denmark - a population-based cross-sectional study BMC Family Practice Out-of-hours care General practice Denmark Patient satisfaction Delivery of health care |
| 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 | Out-of-hours care General practice Denmark Patient satisfaction Delivery of health care |
| url | http://link.springer.com/article/10.1186/s12875-017-0681-6 |
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