Tsunetaka Kijima1, Akira Matsushita2, Kenju Akai3, Tsuyoshi Hamano4, Satoshi Takahashi5, Kazushige Fujiwara6, Yuko Fujiwara6, Makoto Sato7, Toru Nabika8, Kristina Sundquist9, Jan Sundquist9, Yutaka Ishibashi10, Shunichi Kumakura11. 1. Department of General Medicine, Faculty of Medicine, Shimane University, 89-1, Enya-cho, Izumo-shi, Shimane, 693-8501, Japan. tunekijima@gmail.com. 2. Nagi Family Clinic, Tsuyama Family Clinic, Yunogou Family Clinic, Family Practice Centre of Okayama, 292-1, Toyosawa, Nagi-cho, Katsuta-gun, Okayama, 708-1323, Japan. 3. Centre for Community-based Healthcare Research and Education, Shimane University, 89-1, Enya-cho, Izumo-shi, Shimane, 693-8501, Japan. 4. Department of Sports Sociology and Health Sciences, Faculty of Sociology, Kyoto Sangyo University, Kamigamomotoyama, Kita-ku, Kyoto-shi, Kyoto, 603-8555, Japan. 5. Izumo Citizens Hospital, The Izumo Centre for Family Medicine, 1536-1, Enya-cho, Izumo-shi, Shimane, 693-0021, Japan. 6. Omagari Clinic, The Izumo Centre for Family Medicine, 1941, Otsu-cho, Izumo-shi, Shimane, 693-0011, Japan. 7. Hamada-shi Kokuho Yasaka clinic, Hamada-shi Kokuho Clinics, 530-1, I, Kitsuga, Yasaka-cho, Hamada-shi, Shimane, 697-0027, Japan. 8. Department of Functional Pathology, Faculty of Medicine, Shimane University, 89-1, Enya-cho, Izumo-shi, Shimane, 693-8501, Japan. 9. Center for Primary Health Care Research, Department of Clinical Science, Malmö, Lund University, Clinical Research Centre (CRC), Box 50332, SE-202 13, Malmö, Sweden. 10. Department of General Medicine, Faculty of Medicine, Shimane University, 89-1, Enya-cho, Izumo-shi, Shimane, 693-8501, Japan. 11. Department of Medical Education and Research, Faculty of Medicine, Shimane University, 89-1, Enya-cho, Izumo-shi, Shimane, 693-8501, Japan.
Abstract
BACKGROUND: This study aimed to explore associations between various elements of primary care, patient satisfaction, and loyalty. METHODS: This cross-sectional study used a modified version of the Primary Care Assessment Tool (PCAT), which was adapted for Japan. We distributed the PCAT questionnaire to patients aged 20 years or older at five rural primary care centres in Japan. We confirmed the validity and reliability of the measure for our study. Next, we examined which elements of primary care were related to patient satisfaction and loyalty using Spearman's correlation and structural equation modelling. RESULTS: Of 220 eligible patients, 206 participated in this study. We developed nine component scales: first contact (regular access), first contact (urgent access), longitudinality, coordination, comprehensiveness (variety of care), comprehensiveness (risk prevention), comprehensiveness (health promotion), family-centeredness, and community orientation. Longitudinality and first contact (urgent access) were related with patient satisfaction. Longitudinality, first contact (regular access), and family-centeredness were related to patient loyalty. In the structural equation modelling analysis, two variables were significantly related to loyalty, namely a combined variable including longitudinality and first contact (regular access), along with family-centeredness. CONCLUSIONS: While a patient satisfaction model could not be distilled from the data, longitudinality, first contact (urgent access), and family-centeredness were identified as important elements for the cultivation of patient loyalty. This implies that primary care providers need to develop a deep understanding of patients' contexts and concerns and pay attention to their level of access to cultivate greater patient loyalty.
BACKGROUND: This study aimed to explore associations between various elements of primary care, patient satisfaction, and loyalty. METHODS: This cross-sectional study used a modified version of the Primary Care Assessment Tool (PCAT), which was adapted for Japan. We distributed the PCAT questionnaire to patients aged 20 years or older at five rural primary care centres in Japan. We confirmed the validity and reliability of the measure for our study. Next, we examined which elements of primary care were related to patient satisfaction and loyalty using Spearman's correlation and structural equation modelling. RESULTS: Of 220 eligible patients, 206 participated in this study. We developed nine component scales: first contact (regular access), first contact (urgent access), longitudinality, coordination, comprehensiveness (variety of care), comprehensiveness (risk prevention), comprehensiveness (health promotion), family-centeredness, and community orientation. Longitudinality and first contact (urgent access) were related with patient satisfaction. Longitudinality, first contact (regular access), and family-centeredness were related to patient loyalty. In the structural equation modelling analysis, two variables were significantly related to loyalty, namely a combined variable including longitudinality and first contact (regular access), along with family-centeredness. CONCLUSIONS: While a patient satisfaction model could not be distilled from the data, longitudinality, first contact (urgent access), and family-centeredness were identified as important elements for the cultivation of patient loyalty. This implies that primary care providers need to develop a deep understanding of patients' contexts and concerns and pay attention to their level of access to cultivate greater patient loyalty.
Entities:
Keywords:
Family-centeredness; First contact; Longitudinality; PCAT; Patient loyalty; Patient satisfaction; Primary care
Authors: R Grol; M Wensing; J Mainz; H P Jung; P Ferreira; H Hearnshaw; P Hjortdahl; F Olesen; S Reis; M Ribacke; J Szecsenyi Journal: Br J Gen Pract Date: 2000-11 Impact factor: 5.386
Authors: Javier Ramírez-Santos; Gracia Castro-Luna; Manuel Lucas-Matheu; Tesifón Parrón-Carreño; Bruno José Nievas-Soriano Journal: Int J Environ Res Public Health Date: 2022-09-03 Impact factor: 4.614