Patient satisfaction in primary health care

Abstract

The aims of this study were to identify the factors that are most likely to lead to patient satisfaction and to compare patient satisfaction between public and private sectors of primary health care in Malta. Four clinics in the public sector and four clinics in the private sector were chosen in representative areas of the island. A 32-item questionnaire was distributed in each clinic and a doctor from each clinic was interviewed to discuss perceptions of patient satisfaction in each clinic. The overall response rate was 99% in the public sector and 89% in the private sector. The factors most likely to lead to patient satisfaction were factors related to clinical care and communication skills. The difference in patient satisfaction between public and private sectors of primary health care was mainly due to the large differences in the doctors' communication skills between the two sectors. Doctors working in the private sector are highly satisfied because of good doctor-patient relationships and good continuity of care. Due to doctors' stress, disrespect and low job satisfaction, both patients and doctors in the public sector are dissatisfied. In order to improve doctor and patient satisfaction in the public sector, radical changes need to be made, based on factors which have been identified in this study.