Factors associated with low patient satisfaction in out-of-hours primary care in Denmark: A population-based cross-sectional study

Mette Tranberg*, Peter Vedsted, Bodil Hammer Bech, Morten Bondo Christensen, Søren Birkeland, Grete Moth

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Resumé

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.

OriginalsprogEngelsk
Artikelnummer15
TidsskriftBMC Family Practice
Vol/bind19
Antal sider10
ISSN1471-2296
DOI
StatusUdgivet - 11. jan. 2018

Fingeraftryk

Denmark
Primary Health Care
Cross-Sectional Studies
General Practitioners
Population
Referral and Consultation
House Calls
Health
Computer Systems
Logistic Models
Surveys and Questionnaires

Citer dette

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. I: BMC Family Practice. 2018 ; Bind 19.
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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.",
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author = "Mette Tranberg and Peter Vedsted and Bech, {Bodil Hammer} and Christensen, {Morten Bondo} and S{\o}ren Birkeland and Grete Moth",
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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.

I: BMC Family Practice, Bind 19, 15, 11.01.2018.

Publikation: Bidrag til tidsskriftTidsskriftartikelForskningpeer review

TY - JOUR

T1 - Factors associated with low patient satisfaction in out-of-hours primary care in Denmark

T2 - A population-based cross-sectional study

AU - Tranberg, Mette

AU - Vedsted, Peter

AU - Bech, Bodil Hammer

AU - Christensen, Morten Bondo

AU - Birkeland, Søren

AU - Moth, Grete

PY - 2018/1/11

Y1 - 2018/1/11

N2 - 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.

AB - 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.

KW - Delivery of health care

KW - Denmark

KW - General practice

KW - Out-of-hours care

KW - Patient satisfaction

KW - Telephone

KW - Humans

KW - Middle Aged

KW - Child, Preschool

KW - Infant

KW - Male

KW - Young Adult

KW - Adult

KW - Female

KW - Surveys and Questionnaires

KW - Child

KW - Cross-Sectional Studies

KW - Primary Health Care/organization & administration

KW - General Practitioners

KW - After-Hours Care

KW - House Calls

KW - Patient Satisfaction/statistics & numerical data

KW - Adolescent

KW - Diagnostic Self Evaluation

KW - Aged

U2 - 10.1186/s12875-017-0681-6

DO - 10.1186/s12875-017-0681-6

M3 - Journal article

C2 - 29325520

AN - SCOPUS:85040454669

VL - 19

JO - B M C Family Practice

JF - B M C Family Practice

SN - 1471-2296

M1 - 15

ER -