Authors: Nielsen, Dominic M.¹; Gill, Kathryn²; Ricketts, David M.¹

Source: Annals of The Royal College of Surgeons of England, Volume 87, Number 2, March 2005 , pp. 106-108(3)

Publisher: The Royal College of Surgeons of England

Abstract:

Introduction: It is important that patients are satisfied with an out-patient consultation. This ensures compliance with treatment and attendance for follow-up. The aim of this study was to identify factors regarding out-patient consultation associated with patient satisfaction. Methods: A two-part questionnaire identifying expectations of, and subsequent satisfaction with, a new out-patient consultation was completed by 106 out-patients.

Results: There was no correlation between not seeing the clinician anticipated and reduced satisfaction (P = 0.17). Using more information sources was associated with less satisfaction (P = 0.02). Patients were less satisfied if their expectations of either treatment or outcome were changed.

Conclusions: Meeting patients' expectations is an essential part of effective communication. The use of specialist physiotherapists and general practitioners with a special interest is an effective way of seeing more new patients.

References: 4 references open in new window

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Keywords: OUTPATIENT; SATISFACTION

Document Type: Research article

DOI: http://dx.doi.org/10.1308/1478708051739

Affiliations: 1: Department of Orthopaedics, Princess Royal Hospital, Haywards Heath, Surrey, UK 2: Department of Orthopaedics, Kingston Hospital, Surrey, UK

Publication date: 2005-03-01

More about this publication?

• The Annals of The Royal College of Surgeons of England is the official journal of the College and is published eight times a year in January, March, April, May, July, September, October and November. The main aim of the journal is to publish high quality, peer-reviewed papers that relate to all branches of surgery.
  
  The Annals also includes letters and comments, a regular technical section, NICE news, controversial topics, CORESS feedback, book reviews and the best trainee presentations from England and Wales. The editorial board is composed of members of the College Council and experts from across the surgical specialties.
  
  Archive issues of the Annals of The Royal College of Surgeons of England are available via the PubMed Central database
  
  To view articles that have been published online ahead of print please click here
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