title: A participatory approach to understanding and measuring patient satisfaction in a primary care teaching setting.
abstract: BACKGROUND
  Patient satisfaction is a complex, multidimensional concept that is difficult to measure. However, there is agreement that understanding the expectations of a patient community or "what is important to them" is an essential consideration. We chose a participatory approach to address patient satisfaction in the context of a primary care teaching clinic.
  
  
  OBJECTIVE
  The objectives of this project were to use a participatory research team of patients staff and researchers to (1) adapt an existing patient satisfaction questionnaire (PSQ) to the specific cultural and organizational elements ofa primary care teaching clinic, (2) administer the revised questionnaire and use the findings as a tool for organizational improvement, with the ultimate goal of increasing patient satisfaction, and (3) ensure that all decision making involved patients and staff to empower them in the process of organizational change.
  
  
  METHODS
  We used an iterative, mixed methods approach to conduct this project. An interdisciplinary committee composed of members of the patient community, clinical and administrative staff, and researchers worked together as the primary decision making body.
  
  
  RESULTS
  We modified a preexisting questionnaire to address the unique care delivery model of the clinic, issues of cultural sensitivity, and the need for simplified language and response format. Patient dissatisfaction was found to center on continuity and access to care.
  
  
  CONCLUSIONS
  The participatory approach was critical to our success in understanding and measuring patient satisfaction from the patients' perspective. The involvement of the interdisciplinary committee and the high level of joint decision making in this project represents a unique contribution to assessing primary care patient satisfaction.
authors.affiliation: SMBD Jewish General Hospital Herzl Family Practice Center, McGill University Department of Family Medicine Participatory Research at McGill.
authors.forename: Michael
authors.initials: M
authors.lastname: Malus
authors.forename: Michael
authors.initials: M
authors.lastname: Shulha
authors.forename: Vera
authors.initials: V
authors.lastname: Granikov
authors.forename: Janique
authors.initials: J
authors.lastname: Johnson-Lafleur
authors.forename: Vinita
authors.initials: V
authors.lastname: d'Souza
authors.forename: Michaela
authors.initials: M
authors.lastname: Knot
authors.forename: Christina
authors.initials: C
authors.lastname: Holcroft
authors.forename: Kenneth
authors.initials: K
authors.lastname: Hung
authors.forename: Isabel
authors.initials: I
authors.lastname: Pereira
authors.forename: Carmelina
authors.initials: C
authors.lastname: Ricciuto
authors.forename: Jon
authors.initials: J
authors.lastname: Salsberg
authors.forename: Ann C
authors.initials: AC
authors.lastname: Macaulay
mesh_terms: D000046:Academic Medical Centers / Q000458:organization & administration*; D000293:Adolescent; D000328:Adult; D000368:Aged; D000369:Aged, 80 and over; D002170:Canada; D055812:Community-Based Participatory Research / Q000458:organization & administration*; D003266:Continuity of Patient Care / Q000458:organization & administration; D054521:Cultural Competency; D003657:Decision Making; D005260:Female; D006297:Health Services Accessibility / Q000458:organization & administration; D006801:Humans; D008297:Male; D008875:Middle Aged; D017060:Patient Satisfaction; D011320:Primary Health Care / Q000458:organization & administration*; D011795:Surveys and Questionnaires; D055815:Young Adult