Satisfaction, demand, and opening hours in primary care: an observational study

Morgan, Claire; Beerstecher, Hendrik J

doi:10.3399/bjgp11x588475

Cited by 18 publications

(18 citation statements)

References 8 publications

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“…An early study of an extended access scheme introduced in 2008 in England suggested that, in the first years of the scheme, satisfaction with opening hours improved only slightly 6. In this issue of the journal, Cowling and colleagues report a national study of the English scheme that provides more complete, and much needed, evidence on effects of extended access on patient experience 7…”

Section: Helpful For a Few Patientsmentioning

confidence: 99%

Extended opening hours in primary care: helpful for patients and—or—a distraction for health professionals?

Baker

Walker

2016

BMJ Qual Saf

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Section: Helpful For a Few Patientsmentioning

confidence: 99%

Extended opening hours in primary care: helpful for patients and—or—a distraction for health professionals?

Baker

Walker

2016

BMJ Qual Saf

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“…The need for an appointment did not show an association with patient rating in model 1, despite previous studies suggesting that it may be important to patient satisfaction rating, demand, and accessibility [1,7,30,31]. A possible explanation is that patients who require service immediately and are unable to make an appointment with a provider would not visit that provider.…”

Section: Discussionmentioning

confidence: 61%

Online Reviews as Health Data: Examining the Association Between Availability of Health Care Services and Patient Star Ratings Exemplified by the Yelp Academic Dataset

Tran¹,

Lee²

2017

JMIR Public Health Surveill

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BackgroundThere have been public health interventions that aim to reduce barriers to health care access by extending opening hours of health care facilities. However, the impact of opening hours from the patient’s perspective is not well understood.ObjectiveThis study aims to investigate the relationship between temporal accessibility of health care services and how patients rate the providers on Yelp, an online review website that is popular in the United States. Using crowdsourced open Internet data, such as Yelp, can help circumvent the traditional survey method.MethodsFrom Yelp’s limited academic dataset, this study examined the pattern of visits to health care providers and performed a secondary analysis to examine the association between patient rating (measured by Yelp’s rating) and temporal accessibility of health care services (measured by opening hours) using ordinal logistic regression models. Other covariates included were whether an appointment was required, the type of health care service, the region of the health care service provider, the number of reviews the health care service provider received in the past, the number of nearby competitors, the mean rating of competitors, and the standard deviation of competitors’ ratings.ResultsFrom the 2085 health care service providers identified, opening hours during certain periods, the type of health care service, and the variability of competitors’ ratings showed an association with patient rating. Most of the visits to health care service providers took place between normal working hours (9 AM-5 PM) from Sunday to Thursday, and the least on Saturday. A model fitted to the entire sample showed that increasing hours during normal working hours on Monday (OR 0.926, 95% CI 0.880-0.973, P=0.03), Saturday (OR 0.897, 95% CI 0.860-0.935, P<0.001), Sunday (OR 0.904, 95% CI 0.841-0.970, P=0.005), and outside normal working hours on Friday (OR 0.872, 95% CI 0.760-0.998, P=0.048) was associated with receiving lower ratings. But increasing hours during outside normal working hours on Sunday was associated with receiving higher ratings (OR 1.400, 95% CI 1.036-1.924, P=0.03). There were also observed differences in patient ratings among the health care services types, but not geographically or by appointment requirement.ConclusionsThis study shows that public health interventions, especially those involving opening hours, could use crowdsourced open Internet data to enhance the evidence base for decision making and evaluation in the future. This study illustrates one example of how Yelp data could be used to understand patient experiences with health care services, making a case for future research for exploring online reviews as a health dataset.

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“…27 Other contributing contexts include available personal resources (such as transport, 73 technology, 75–77 educational status 65 71 and experience of healthcare. 46 78 …”

Section: Resultsmentioning

confidence: 99%

Access to primary care for socioeconomically disadvantaged older people in rural areas: a realist review

et al. 2016

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ObjectiveThe aim of this review is to identify and understand the contexts that effect access to high-quality primary care for socioeconomically disadvantaged older people in rural areas.DesignA realist review.Data sourcesMEDLINE and EMBASE electronic databases and grey literature (from inception to December 2014).Eligibility criteria for selecting studiesBroad inclusion criteria were used to allow articles which were not specific, but might be relevant to the population of interest to be considered. Studies meeting the inclusion criteria were assessed for rigour and relevance and coded for concepts relating to context, mechanism or outcome.AnalysisAn overarching patient pathway was generated and used as the basis to explore contexts, causal mechanisms and outcomes.Results162 articles were included. Most were from the USA or the UK, cross-sectional in design and presented subgroup data by age, rurality or deprivation. From these studies, a patient pathway was generated which included 7 steps (problem identified, decision to seek help, actively seek help, obtain appointment, get to appointment, primary care interaction and outcome). Important contexts were stoicism, education status, expectations of ageing, financial resources, understanding the healthcare system, access to suitable transport, capacity within practice, the booking system and experience of healthcare. Prominent causal mechanisms were health literacy, perceived convenience, patient empowerment and responsiveness of the practice.ConclusionsSocioeconomically disadvantaged older people in rural areas face personal, community and healthcare barriers that limit their access to primary care. Initiatives should be targeted at local contextual factors to help individuals recognise problems, feel welcome, navigate the healthcare system, book appointments easily, access appropriate transport and have sufficient time with professional staff to improve their experience of healthcare; all of which will require dedicated primary care resources.

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Satisfaction, demand, and opening hours in primary care: an observational study

Cited by 18 publications

References 8 publications

Extended opening hours in primary care: helpful for patients and—or—a distraction for health professionals?

Extended opening hours in primary care: helpful for patients and—or—a distraction for health professionals?

Online Reviews as Health Data: Examining the Association Between Availability of Health Care Services and Patient Star Ratings Exemplified by the Yelp Academic Dataset

Access to primary care for socioeconomically disadvantaged older people in rural areas: a realist review

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