Factors of patient satisfaction with medical services: the case of G.P. practices in the U.K.
This paper investigates whether factors previously identified in the literature are also important in the U.K. primary healthcare system. In a survey based on the SERVQUAL scale, 182 patients were personally interviewed. The analysis shows that the demographic variable age and gender are of little importance in determining satisfaction with G.P. services but the fundholding-non-fundholding divide is. For nearly every aspect of G.P. services the results clearly show that patients from fundholding surgeries are happier than patients from nonfundholding surgeries.
Sargeant
A
A
Center for Management Studies, University of Exeter, Thornlea, UK. A.Sargeant@exeter.ac.uk
Kaehler
J
J
D002017:Budgets; D003284:Contract Services / Q000191:economics / Q000706:statistics & numerical data; D005194:Family Practice / Q000191:economics / Q000592:standards* / Q000706:statistics & numerical data; D005380:Financing, Government / Q000379:methods*; D019981:Health Care Sector; D007407:Interviews as Topic; D010358:Patient Participation; D017060:Patient Satisfaction / Q000706:statistics & numerical data*; D010817:Physician-Patient Relations; D019984:Quality Indicators, Health Care; D013222:State Medicine / Q000191:economics; D006113:United Kingdom