2010
DOI: 10.1136/bmj.c5004
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Patients' experience and satisfaction in primary care: secondary analysis using multilevel modelling

Abstract: Objective To explore whether responses to questions in surveys of patients that purport to assess the performance of general practices or doctors reflect differences between practices, doctors, or the patients themselves.Design Secondary analysis of data from a study of access to general practice, combining data from a survey of patients with information about practice organisation and doctors consulted, and using multilevel modelling at practice, doctor, and patient level.Setting Nine primary care trusts in E… Show more

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Cited by 146 publications
(144 citation statements)
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“…This enables an assessment to be made of the acceptability of some aspects of care; in this case, waiting time [12]. Critics of the evaluation approach argue that patient reports are more actionable and less likely to get overly positive responses [13]. For this reason, recent patient experience questionnaires draw heavily on report approaches: for example, the Picker Institute questionnaires developed for use in the English NHS predominantly include report items, with one final item asking patients to rate the overall care received [14].…”
Section: What Is 'Patient Experience'?mentioning
confidence: 99%
“…This enables an assessment to be made of the acceptability of some aspects of care; in this case, waiting time [12]. Critics of the evaluation approach argue that patient reports are more actionable and less likely to get overly positive responses [13]. For this reason, recent patient experience questionnaires draw heavily on report approaches: for example, the Picker Institute questionnaires developed for use in the English NHS predominantly include report items, with one final item asking patients to rate the overall care received [14].…”
Section: What Is 'Patient Experience'?mentioning
confidence: 99%
“…It enhances health care professionals' communication skills, trust, empathy and shared understanding with their patients. [3][4][5][6][7][8] The value of continuity is to decrease the information asymmetry and to avoid the imbalance between patients' and caregivers' knowledge of relevant factors and details of care. It also increases shared understanding and goal alignment between the patient and the care provider.…”
Section: Informational Continuitymentioning
confidence: 99%
“…Furthermore known and trusted health care professional could enhance communication about patient's problems and sharing of the common goals of care. [3][4][5][6][7][8] Lack of continuity may increase total costs of health care services. Discontinuity of care is associated with more admissions for ambulatory care sensitive conditions.…”
Section: Informational Continuitymentioning
confidence: 99%
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