title: Patients satisfaction in an academic walk-in centre: a new model of residents training achieved by family doctors.
abstract: BACKGROUND
  Walk-in centres may improve access to healthcare for some patients, due to their convenient location and extensive opening hours, with no need for an appointment. Herein, we describe and assess a new model of walk-in centre, characterised by care provided by residents and supervision achieved by experienced family doctors. The main aim of the study was to assess patients' satisfaction about the care they received from residents and their supervision by family doctors. The secondary aim was to describe walk-in patients' demographic characteristics and to identify potential associations with satisfaction.
  
  
  METHODS
  The study was conducted in the walk-in centre of Lausanne. Patients who consulted between 11th and 31st April were automatically included and received a questionnaire in French. We used a five-point Likert scale, ranging from "not at all satisfied" to "very satisfied", converted from values of 1 to 5. We focused on the satisfaction regarding residents' care and supervision by a family doctor. The former was divided in three categories: "Skills", "Treatment" and "Behaviour". A mean satisfaction score was calculated for each category and a multivariable logistic model was applied in order to identify associations with patients' demographics.
  
  
  RESULTS
  The overall response rate was 47% [184/395]. Walk-in patients were more likely to be women (62%), young (median age 31), with a high education level (40% of University degree or equivalent). Patients were "very satisfied" with residents' care, with a median satisfaction score between 4.5 and 5, for each category. Over 90% of patients were "satisfied" or "very satisfied" that a family doctor was involved in the consultation. Age showed the greatest association with satisfaction.
  
  
  CONCLUSIONS
  Patients were highly satisfied with care provided by residents and with the involvement of a family doctor in the consultation. Older age showed the greatest positive association with satisfaction with a positive impact. The high level satisfaction reported by walk-in patients supports this new model of walk-in centre.
authors.affiliation: Policlinique Médicale Universitaire, Rue du Bugnon 44, CH-1011 Lausanne, Switzerland. Ismail.labgaa@chuv.ch.
authors.forename: Ismail
authors.initials: I
authors.lastname: Labgaa
authors.forename: Isabella
authors.initials: I
authors.lastname: Locatelli
authors.forename: Thomas
authors.initials: T
authors.lastname: Bischoff
authors.forename: Willy
authors.initials: W
authors.lastname: Gilgien
authors.forename: Philippe
authors.initials: P
authors.lastname: Staeger
authors.forename: Jacques
authors.initials: J
authors.lastname: Cornuz
authors.forename: Jean
authors.initials: J
authors.lastname: Perdrix
mesh_terms: D000046:Academic Medical Centers; D000553:Ambulatory Care; D005260:Female; D006801:Humans; D007396:Internship and Residency; D008297:Male; D017145:Models, Educational; D017060:Patient Satisfaction; D010821:Physicians, Family