Janko Kersnik1, Tea Ropret. 1. Department of Family Medicine, University Ljubljana, Solevenia. janko.kersnik@s5.net
Abstract
OBJECTIVE: The aim of this study was to examine the impact of patients' ethnic diversity on the patient satisfaction rates. DESIGN: We used the methodology developed in an international EUROPE study. The patients were asked to fill in self-administered questionnaires on their evaluations of the care received in the year prior to the survey. The instrument consists of 23 questions regarding specific family physicians' tasks evaluated on a 5 point Likert scale. SETTING: Primary care practices of the National Railway Primary Health Care Services in Slovenia. STUDY PARTICIPANTS: A questionnaire was handed out to 600 patients cared for by 10 physicians. MAIN OUTCOME MEASURES: Percentages of highly satisfied patients in groups of patients with different ethnic backgrounds. RESULTS: We achieved 65.7% response rate. The overall satisfaction was lower in non-Slovenian patients, however was not significant (83.6 vs. 85.8 points, p = NS). Non-Slovenian patients were less satisfied with regard to: "quick relief of their symptoms", "helping them to feel well so as to be able to perform their normal daily activities", physicians'"thoroughness" and their explanations concerning what the patients wanted to know about their symptoms and/or illness. In a multivariate analysis Slovenian nationality predicted higher patient satisfaction with the clinical "performance" of physicians. CONCLUSIONS: As family practice remains an important source of primary health care for all patients, the providers should address the needs of all members of society regardless their social or cultural background. Undergraduate and postgraduate curricula have to address communication skills emphasising cultural differences.
OBJECTIVE: The aim of this study was to examine the impact of patients' ethnic diversity on the patient satisfaction rates. DESIGN: We used the methodology developed in an international EUROPE study. The patients were asked to fill in self-administered questionnaires on their evaluations of the care received in the year prior to the survey. The instrument consists of 23 questions regarding specific family physicians' tasks evaluated on a 5 point Likert scale. SETTING: Primary care practices of the National Railway Primary Health Care Services in Slovenia. STUDY PARTICIPANTS: A questionnaire was handed out to 600 patients cared for by 10 physicians. MAIN OUTCOME MEASURES: Percentages of highly satisfied patients in groups of patients with different ethnic backgrounds. RESULTS: We achieved 65.7% response rate. The overall satisfaction was lower in non-Slovenianpatients, however was not significant (83.6 vs. 85.8 points, p = NS). Non-Slovenianpatients were less satisfied with regard to: "quick relief of their symptoms", "helping them to feel well so as to be able to perform their normal daily activities", physicians'"thoroughness" and their explanations concerning what the patients wanted to know about their symptoms and/or illness. In a multivariate analysis Slovenian nationality predicted higher patient satisfaction with the clinical "performance" of physicians. CONCLUSIONS: As family practice remains an important source of primary health care for all patients, the providers should address the needs of all members of society regardless their social or cultural background. Undergraduate and postgraduate curricula have to address communication skills emphasising cultural differences.