• We are sorry, but NCBI web applications do not support your browser and may not function properly. More information
Logo of brjgenpracRCGP homepageJ R Coll Gen Pract at PubMed CentralBJGP at RCGPBJGP at RCGP
Br J Gen Pract. Jan 1996; 46(402): 26–31.
PMCID: PMC1239507

Use of the consultation satisfaction questionnaire to examine patients' satisfaction with general practitioners and community nurses: reliability, replicability and discriminant validity.

Abstract

BACKGROUND: Primary health care services are the most frequently used in the health care system. Consumer feedback on these services is important. Research in this area relates mainly to doctor-patient relationships which fails to reflect the multidisciplinary nature of primary health care. AIM: A pilot study aimed to examine the feasibility of using a patient satisfaction questionnaire designed for use with general practitioner consultations as an instrument for measuring patient satisfaction with community nurses. METHOD: The questionnaire measuring patient satisfaction with general practitioner consultations was adapted for measuring satisfaction with contacts with a nurse practitioner, district nurses, practice nurses and health visitors. A total of 1575 patients in three practices consulting general practitioners or community nurses were invited to complete a questionnaire. Data were subjected to principal components analysis and the dimensions identified were tested for internal reliability and replicability. To establish discriminant validity, patients' mean satisfaction scores for consultations with general practitioners, the nurse practitioner, health visitors and nurses (district and practice nurses) were compared. RESULTS: Questionnaires were returned relating to 400 general practitioner, 54 nurse practitioner, 191 district/practice nurse and 83 health visitor consultations (overall response rate 46%). Principal components analysis demonstrated a factor structure similar to that found in an earlier study of the consultation satisfaction questionnaire. Three dimensions of patient satisfaction were identified: professional care, depth of relationship and perceived time spent with the health professional. The dimensions were found to have acceptable levels of reliability. Factor structures obtained from data relating to general practitioner and community nurse consultations were found to correlate significantly. Comparison between health professionals showed that patients rated satisfaction with professional care significantly more highly for nurses than for general practitioners and health visitors. Patients' rating of satisfaction with the depth of relationships with health visitors was significantly lower than their ratings of this relationship with the other groups of health professionals. There were so significant differences between health professional groups regarding patients' ratings of satisfaction with the perceived amount of time spent with health professionals. CONCLUSION: The pilot study showed that it is possible to use the consultation satisfaction questionnaire for both general practitioners and community nurses. Comparison between health professional groups should be undertaken with caution as data were available for only a small number of consultations with some of the groups of health professionals studied.

Full text

Full text is available as a scanned copy of the original print version. Get a printable copy (PDF file) of the complete article (1.1M), or click on a page image below to browse page by page. Links to PubMed are also available for Selected References.

Selected References

These references are in PubMed. This may not be the complete list of references from this article.
  • Maxwell RJ. Quality assessment in health. Br Med J (Clin Res Ed) 1984 May 12;288(6428):1470–1472. [PMC free article] [PubMed]
  • Allen D, Leavey R, Marks B. Survey of patients' satisfaction with access to general practitioners. J R Coll Gen Pract. 1988 Apr;38(309):163–165. [PMC free article] [PubMed]
  • Inui TS, Carter WB. Problems and prospects for health services research on provider-patient communication. Med Care. 1985 May;23(5):521–538. [PubMed]
  • Stilwell B, Greenfield S, Drury M, Hull FM. A nurse practitioner in general practice: working style and pattern of consultations. J R Coll Gen Pract. 1987 Apr;37(297):154–157. [PMC free article] [PubMed]
  • Doering ER. Factors influencing inpatient satisfaction with care. QRB Qual Rev Bull. 1983 Oct;9(10):291–299. [PubMed]
  • Oberst MT. Methodology in behavioral and psychosocial cancer research. Patients' perceptions of care. Measurement of quality and satisfaction. Cancer. 1984 May 15;53(10 Suppl):2366–2375. [PubMed]
  • Caplan EK, Sussman MB. Rank order of important variables for patient and staff satisfaction with outpatient service. J Health Hum Behav. 1966 Summer;7(2):133–137. [PubMed]
  • Baker R. Development of a questionnaire to assess patients' satisfaction with consultations in general practice. Br J Gen Pract. 1990 Dec;40(341):487–490. [PMC free article] [PubMed]
  • Baker R. The reliability and criterion validity of a measure of patients' satisfaction with their general practice. Fam Pract. 1991 Jun;8(2):171–177. [PubMed]
  • Baker R, Whitfield M. Measuring patient satisfaction: a test of construct validity. Qual Health Care. 1992 Jun;1(2):104–109. [PMC free article] [PubMed]
  • Williams SJ, Calnan M. Convergence and divergence: assessing criteria of consumer satisfaction across general practice, dental and hospital care settings. Soc Sci Med. 1991;33(6):707–716. [PubMed]
  • Carr-Hill RA. The measurement of patient satisfaction. J Public Health Med. 1992 Sep;14(3):236–249. [PubMed]
  • Savage R, Armstrong D. Effect of a general practitioner's consulting style on patients' satisfaction: a controlled study. BMJ. 1990 Oct 27;301(6758):968–970. [PMC free article] [PubMed]
  • al-Bashir MM, Armstrong D. Preferences of healthy and ill patients for style of general practitioner care: implications for workload and financial incentives under the new contract. Br J Gen Pract. 1991 Jan;41(342):6–8. [PMC free article] [PubMed]
  • Morrell DC, Evans ME, Morris RW, Roland MO. The "five minute" consultation: effect of time constraint on clinical content and patient satisfaction. Br Med J (Clin Res Ed) 1986 Mar 29;292(6524):870–873. [PMC free article] [PubMed]

Articles from The British Journal of General Practice are provided here courtesy of Royal College of General Practitioners

Formats:

Related citations in PubMed

See reviews...See all...

Cited by other articles in PMC

See all...

Links

  • PubMed
    PubMed
    PubMed citations for these articles

Recent Activity

Your browsing activity is empty.

Activity recording is turned off.

Turn recording back on

See more...