A comparison of patient satisfaction in three primary care settings

Abstract

The aim of this study is to compare the satisfaction of less seriously ill patients presenting to emergency departments (ED), general practice, and a general practice staffed casualty (GPC) in central Sydney. Patient satisfaction was measured using the CSQ8b, an internationally validated patient satisfaction questionnaire. Data were collected from all consenting patients in 4,778 encounters in the GPC, 2,532 encounters in 24 general practices (GP) and 312 encounters in the two EDs. Linear models were used to compare patterns of service provision between the three sites. There was an overall difference between the three sites (p<0.00005). There was no difference between patient satisfaction at the GPC and in general practice, but patient satisfaction was higher with GP staffed services than with care from EDs. Patients experience higher levels of satisfaction with care provided by general practitioners than from EDs. To the extent that patient satisfaction is valued as a health outcome, this has implications for the development of GP staffed casualty services.