Patient attitudes toward health care: Expectations of primary care in a clinic setting

Abstract

Abstract Patient satisfaction, defined as the degree to which patient expectations of health care areperceived as being fulfilled, has received increased emphasis in the evaluation of quality of care. To initiate research in this area, expectations of patients receiving care at an outpatient department of a teaching hospital were assessed. Patient expectations were found to be generally high. A factor analysis identified three dimensions of patient expectations: (1) the role of the provider; (2) mutual patient-physician responsibilities; and (3) the convenience of the services. The patient appeared to be subordinate and passive in his/her relationship with the physician. Patient expectations of non-physician providers were oriented toward personal qualities; for physicians, however, concern was with both competence and personal qualities. Cost of health services was not associated with the dimension of convenience.