Abstract
BackgroundAn important consideration in health service delivery is ensuring that services meet consumer needs and that consumers are satisfied with service delivery. Patient satisfaction can impact on compliance with suggested treatments and therefore impact on health outcomes. Comparatively few studies have explored consumer satisfaction with nurses in general practice.MethodsA sub-group of 18 consumers from a larger quantitative evaluation of consumer satisfaction with New Zealand general practice nurses participated in semi-structured telephone interviews. Interview data was analysed using thematic analysis.ResultsFour major themes emerged from the data. These themes highlighted that, despite confusion experienced by some consumers regarding the practice nurse role, consumers were happy with the level of care provided by them. Consumers felt valued by Practice Nurses and considered them competent and highly knowledgeable. Findings also convey that consumers appreciate the accessibility and financial benefits of utilising the services of practice nurses.ConclusionsConsumers are highly satisfied with practice nurse service delivery and value their relationships with these health professionals. Consumers revealed that greater clarity around the practice nurse role and their scope of practice may enhance their utilisation. Spreading the message of practice nurses being the right person to deliver care, within their scope of practice, at the right time may have the potential to provide more timely care within the primary care setting.
Highlights
An important consideration in health service delivery is ensuring that services meet consumer needs and that consumers are satisfied with service delivery
Given the rapidly changing nature of the primary care workforce it is important that the views of the community and the recipients of the growing general practice nursing services are explored
As higher levels of patient satisfaction have been linked to improved compliance with therapeutic regimes and better clinical outcomes it behoves researchers and policy makers to explore these issues in a timely manner [7,8]
Summary
An important consideration in health service delivery is ensuring that services meet consumer needs and that consumers are satisfied with service delivery. In New Zealand some 80% of the population will visit their general practice annually [2]. To meet this growing demand there has been significant evolution of the primary health care workforce. Given the rapidly changing nature of the primary care workforce it is important that the views of the community and the recipients of the growing general practice nursing services are explored. As higher levels of patient satisfaction have been linked to improved compliance with therapeutic regimes and better clinical outcomes it behoves researchers and policy makers to explore these issues in a timely manner [7,8]
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