Patients’ experiences of their healthcare in relation to their expectations and satisfaction: a population survey

Abstract

SummaryObjectives To investigate patients' experiences of health services, and how these related to what they had expected to receive, and satisfaction with their care.Design Surveys of patients before and after their consultations in general practice and hospital outpatients departments. Setting Greater London and EssexParticipants In total, 833 patients attending 21 hospitals (434 patients; 52%) and 22 general practices (399 patients; 49%) across Greater London and Essex sampled in clinics and a population survey. Pre-visit ideal and realistic expectations of care was not significantly associated with patient satisfaction, although met expectations ( post-visit experiences) were. Elements of these which was predictive of satisfaction were communication with the doctor, information conveyed and clinical outcomes. Factors associated with satisfaction included having a sense of control over one's life, being older, female, White British and attending general practice, compared with hospital outpatient clinics. Main outcome measuresConclusions It is the ability of the system to meet patients' expectations in respect of the emotional and human features of the Ethical approvalThis study was approved by Norfolk

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Older patients and their GPs: shared decision making in enhancing trust

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