Authors: Rice, Gillian¹; Ingram, Jenny²; Mizan, Jacques³

Source: British Journal of General Practice, Volume 58, Number 552, July 2008 , pp. e1-e8(8)

Publisher: Royal College of General Practitioners

Abstract:

Background

Few studies have examined the effect on patients and staff of the physical environment in primary care facilities.

Aim

To explore changes in patient and staff satisfaction, patient anxiety, and patient-doctor communication when a GP surgery moves from old premises to enhanced purpose-built accommodation.

Design of study

Questionnaire surveys, interviews, and focus groups preand post move.

Setting

An urban general practice in Bristol.

Method

Patient questionnaires assessed anxiety (Spielberger State-Trait Anxiety Inventory; STAI), satisfaction with the environment, and communication during the consultation. Staff questionnaires assessed satisfaction with the environment and job satisfaction. Qualitative methods explored patient and staff views in more depth.

Results

A total of 1118 pre-move and 954 post-move patient questionnaires showed significant increases in satisfaction scores for reception/waiting areas (mean 6.46, 95% confidence interval [CI] = 5.97 to 6.95) and consulting rooms (mean 3.80, 95% CI = 3.44 to 4.15) in the new premises. Patients' satisfaction with patient-doctor communication also increased (mean 0.88, 95% CI = 0.30 to 1.46) and anxiety scores were significantly reduced before and after the consultation in the new premises compared with the old (STAI mean difference before consultation 0.72, 95% CI = 0.37 to 1.08; mean after consultation 0.37, 95% CI = 0.03 to 0.72). Patients highlighted the increased space and light, more modern appearance, greater comfort, and novel works of art in the new surgery. Staff workplace satisfaction increased significantly after moving and remained higher than in the old building.

Conclusion

This large-scale study examining the effects of a UK primary care environment on patients and staff shows that an enhanced environment is associated with improvements in patients' perception of patient-doctor communication, reduction in anxiety, and increases in patient and staff satisfaction.

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Keywords: environment design; health facility environment; job satisfaction; patient satisfaction; physician-patient relations; primary health care

Document Type: Research article

DOI: http://dx.doi.org/10.3399/bjgp08X319422

Affiliations: 1: Bedminster Family Practice, Bristol 2: Bristol Research and Development Support Unit, Bristol Royal Infirmary, Bristol 3: Department of General Practice and Primary Care, Kings College London, London

Publication date: 2008-07-01

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• The British Journal of General Practice is an international journal publishing articles of interest to family practitioners and primary care researchers worldwide. The journal's 2010 Impact Factor is 2.07, making it the world's second most highly cited journal of general practice and primary health care.

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