The association between demographic factors, user reported experiences and user satisfaction: results from three casualty clinics in Norway

Kirsten Danielsen,Oyvind A Bjertnaes,Andrew Garratt,Oddvar Forland,Hilde Hestad Iversen,Steinar Hunskaar

doi:10.1186/1471-2296-11-73

Kirsten Danielsen, Oyvind A Bjertnaes + Show 4 more

Open Access

https://doi.org/10.1186/1471-2296-11-73

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Abstract

BackgroundUser reported experiences and satisfaction are increasingly used as basis for quality indicators in the health sector. However, there is limited understanding of factors associated with user reported experiences and satisfaction with casualty clinics.MethodsA random sample of 542 patients that had contacted any of three casualty clinics from mid April to mid May 2008 was mailed a questionnaire. A reminder was sent to non-respondents after six weeks. Descriptive statistics for four user reported experiences scales and 20 single items are presented. Multivariate regression analysis was used to assess associations between background variables and user reported experiences, and between user reported experiences and user satisfaction.Results225 (41.5%) patients, carers and guardians returned a completed questionnaire. Users reported most positive experiences with the doctor services and the nursing services at the casualty clinics; on a scale from 0 to 100, where 100 is the best possible experience the doctor scale was 82 and the nursing scale 81. Users reported least positive experiences with the organization of the casualty clinic, with a scale score of 65. Self perceived health was associated with user satisfaction, while self perceived health and age were associated with user reported experiences with organization of the clinics. A range of user reported experience domains were related to user satisfaction, after controlling for socio-demographic variables, including experiences with doctor services at the clinics, organization of the clinics, information and self perceived incorrect treatment.ConclusionsUsers report positive experiences with the three casualty clinics, with organization as the aspect with largest improvement potential. The importance of age and health status for users' experiences and satisfaction with casualty clinics was shown, but a range of user reported experiences with the clinics were the most important predictors for user satisfaction.

Highlights

User reported experiences and satisfaction are increasingly used as basis for quality indicators in the health sector
A systematic review of the patient satisfaction literature showed that among socio-demographic factors, age and health status are consistently related to patient satisfaction [5]; older respondents and healthier respondents generally have higher satisfaction, while the evidence related to gender, ethnicity and socio-economic status is equivocal
We found a few studies about the association between demographic factors and patient satisfaction with primary care out-of-hours services [7,8,9,10]

Summary

Introduction

User reported experiences and satisfaction are increasingly used as basis for quality indicators in the health sector. A systematic review of the patient satisfaction literature showed that among socio-demographic factors, age and health status are consistently related to patient satisfaction [5]; older respondents and healthier respondents generally have higher satisfaction, while the evidence related to gender, ethnicity and socio-economic status is equivocal. The importance of age and self-perceived health for patient experiences was found in a recent US study among community health centers, but the authors identified other important factors like education and race/ethnicity [6]. The generalizability of these findings to the primary care out-of-hours field is uncertain. Findings are equivocal and the only pattern that emerges across these studies is that most socio-demographic factors seem to be only weakly related to patient satisfaction

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