title: Identifying predictors of satisfaction with access to medical care and quality of care.
abstract: Satisfaction with access to medical care and quality of care were compared using a survey instrument adapted from the Group Health Association of America Consumer Satisfaction Survey. Participants were members of a large health maintenance organization employed by an employer group (Company) and other non-company members (Control). Overall, members reported high satisfaction with both access to medical care and quality of care. There were no significant differences in satisfaction between Company and Control respondents. Stepwise regression identified the strongest predictor of satisfaction with access to care as ease of arranging appointments. Satisfaction with quality of care was predicted most strongly by outcomes of medical care. These findings indicate that items with which members are least satisfied (access to doctor after hours, office waiting time, and time for routine appointment) do not predict either satisfaction with access to care or satisfaction with quality of care. Managed care organizations must develop and utilize evidence-based evaluation tools such as this one to assess the quality of care.
authors.affiliation: Quality Initiatives Division, Health Net, Woodland Hills, CA 91409-9103, USA.
authors.forename: D E
authors.initials: DE
authors.lastname: Jatulis
authors.forename: N I
authors.initials: NI
authors.lastname: Bundek
authors.forename: A P
authors.initials: AP
authors.lastname: Legorreta
mesh_terms: D000328:Adult; D001071:Appointments and Schedules; D005260:Female; D006279:Health Maintenance Organizations / Q000458:organization & administration / Q000592:standards* / Q000706:statistics & numerical data; D006297:Health Services Accessibility / Q000706:statistics & numerical data*; D006302:Health Services Research; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D011237:Predictive Value of Tests; D011787:Quality of Health Care; D012044:Regression Analysis; D011795:Surveys and Questionnaires; D014481:United States; D014850:Waiting Lists