An evaluation of a GP out-of-hours service: meeting patient expectations of care

Authors: Kate Thompson; Kader Parahoo¹; Brid Farrell²

Source: Journal of Evaluation in Clinical Practice, Volume 10, Number 3, August 2004 , pp. 467-474(8)

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Abstract:

Background

The reorganized out-of-hours general practitioner (GP) service, resulting in the creation of out-of-hours cooperatives has been widely welcomed by the medical profession. However, GP satisfaction remains only one aspect of this reorganized service and patients’ views and levels of satisfaction must have a contribution to make to the organization and delivery of the service. Aim

To assess patient satisfaction at two out-of-hours cooperatives in Northern Ireland. Method

A sample of 4466 patients contacting the out-of-hours service was surveyed by postal questionnaires using a previously validated patient satisfaction instrument. Results

Patients who initially requested to be seen at the out-of-hours centre were more likely to receive the contact they requested than those who requested telephone advice or a home visit. Only 41.8% of patients requesting a home visit actually received one. Patients were generally satisfied with the service provided and most satisfied with the ‘doctor's manner’ and the ‘explanation and advice’ received. Patients who received the contact they initially requested were more satisfied with all aspects of the service than other patients. The type of contact actually received had little effect on the satisfaction levels reported by patients who received the contact they initially requested. Conclusion

The population should be made fully aware of the services provided by out-of-hours cooperatives to enable them to have realistic expectations. With realistic expectations, patients are more likely to receive the medical contact they request and consequently will be more satisfied with the service provided. High satisfaction level is an important outcome measure of any out-of-hours service as it increases patient confidence and compliance and ultimately clinical outcome.

Keywords: GP cooperatives; out-of-hours; patient satisfaction; survey design

Document Type: Research article

DOI: http://dx.doi.org/10.1111/j.1365-2753.2004.00446.x

Affiliations: 1: Professor and Director of Centre for Nursing Research, University of Ulster, Northern Ireland 2: Consultant in Public Health Medicine, Southern Health and Social Services Board, Armagh, Northern Ireland

Publication date: 2004-08-01

An evaluation of a GP out-of-hours service: meeting patient expectations of care

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