Patient satisfaction in primary health care - a case study of The Health Centre Šmarje pri Jelšah

Abstract

Patient satisfaction in primary health care - a case study of The Health Centre Smarje pri Jelsah Background: Patient-health care provider relationship and communication, and functioning of the health centre's appointment system are the factors that influence the level of patient satisfaction with the health care services provided. This study was undertaken to study these factors and apply theoretical knowledge to the case of the health centre in Smarje pri Jelsah, Slovenia. The main objective was to determine which of the factors studied have a significant influence on patient satisfaction with health care services provided by the institution studied. Methods: This anonymous questionnaire-based study involved 225 individuals who attended the health centre clinics in June 2007. The data collected were analysed using descriptive statistics, factor analysis, co-relational analysis and regression analysis. The questionnaire was tested using the Cronbach's alpha test, which confirmed the reliability of the research instrument. Results: The findings showed that all three factors explained more than 60% of variance in patient satisfaction with the services provided. The most important factor for patient satisfaction was doctor-patient relationship and communication, followed by the appointing system and by nurse-patient relationship and communication. Conclusions: These findings point up the need to incorporate soft skills, such as interpersonal communication and empathy, into educational programmes for medical staff, and to promote the development of these skills throughout the career. The institution studied may wish to introduce continuous monitoring of patient satisfaction with health care services, consistent improvement of patient-health care staff relationship and communication, and monitoring and improvement of the system of GP appointment booking.