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Services production and patient satisfaction in primary care

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  • Grytten, Jostein
  • Carlsen, Fredrik
  • Skau, Irene
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    Abstract

    Context The institutional setting for the study was the primary physician service in Norway, where there is a regular general practitioner scheme. Each inhabitant has a statutory right to be registered with a regular general practitioner. There are large differences between physicians in service production.Objective We studied whether difference in services production between physicians has an effect on how satisfied patients are with the services that are provided.Methodology Data about patient satisfaction were obtained from a survey of a representative sample of the population. We obtained data about how satisfied the respondents were with: waiting time to get an appointment, amount of time the physician spent with them, and to what extent they perceived that the physician took their medical problems seriously. The survey data were merged with data on service production for the primary physician that the respondent was registered with. Service production was measured as the number of consultations per person on the list.Results There was a positive and relatively strong association between the level of service production of the general practitioners and patient satisfaction with waiting time for a consultation. There was no association between the level of service production and the two other measures of patient satisfaction.Conclusion The results provide evidence about one of several factors that should be taken into account when deciding on future health manpower policies with respect to primary physician services in Norway.

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    Bibliographic Info

    Article provided by Elsevier in its journal Health Policy.

    Volume (Year): 89 (2009)
    Issue (Month): 3 (March)
    Pages: 312-321

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    Handle: RePEc:eee:hepoli:v:89:y:2009:i:3:p:312-321

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    Web page: http://www.elsevier.com/locate/healthpol

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    Keywords: Primary physician services Patient satisfaction Service production Access;

    References

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    1. Margaret M. Byrne & Kenneth Pietz & LeChauncy Woodard & Laura A. Petersen, 2007. "Health care funding levels and patient outcomes: a national study," Health Economics, John Wiley & Sons, Ltd., vol. 16(4), pages 385-393.
    2. Grytten, Jostein & Sorensen, Rune, 2003. "Practice variation and physician-specific effects," Journal of Health Economics, Elsevier, vol. 22(3), pages 403-418, May.
    3. Starfield, Barbara & Shi, Leiyu, 2002. "Policy relevant determinants of health: an international perspective," Health Policy, Elsevier, vol. 60(3), pages 201-218, June.
    4. Grytten, Jostein & Sorensen, Rune, 2007. "Primary physician services--List size and primary physicians' service production," Journal of Health Economics, Elsevier, vol. 26(4), pages 721-741, July.
    5. Filmer, Deon & Pritchett, Lant, 1999. "The impact of public spending on health: does money matter?," Social Science & Medicine, Elsevier, vol. 49(10), pages 1309-1323, November.
    6. Grytten, Jostein & Sørensen, Rune, 2008. "Busy physicians," Journal of Health Economics, Elsevier, vol. 27(2), pages 510-518, March.
    7. Ware, John E. & Davis, Allyson R., 1983. "Behavioral consequences of consumer dissatisfaction with medical care," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 291-297, January.
    8. Carlsen, Fredrik & Grytten, Jostein, 2000. "Consumer satisfaction and supplier induced demand," Journal of Health Economics, Elsevier, vol. 19(5), pages 731-753, September.
    9. Jostein Grytten & Fredrik Carlsen & Irene Skau, 2008. "Primary physicians’ response to changes in fees," The European Journal of Health Economics, Springer, vol. 9(2), pages 117-125, May.
    10. Hall, Judith A. & Dornan, Michael C., 1988. "What patients like about their medical care and how often they are asked: A meta-analysis of the satisfaction literature," Social Science & Medicine, Elsevier, vol. 27(9), pages 935-939, January.
    11. Pascoe, Gregory C., 1983. "Patient satisfaction in primary health care: A literature review and analysis," Evaluation and Program Planning, Elsevier, vol. 6(3-4), pages 185-210, January.
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