Determinants of patient satisfaction with the medical consultation

Dianna T. Kenny*

*Corresponding author for this work

    Research output: Contribution to journalArticlepeer-review

    38 Citations (Scopus)

    Abstract

    The University of Sydney This study assessed patient satisfaction with the medical consultation in ambulatory settings. A multistage sampling method, stratified by geographical location in metropolitan Sydney and type of medical practice, was employed. Two hundred and seventy-two patients attending medical consultations completed a brief questionnaire and interview immediately following a medical consultation with either a general practitioner or a medical specialist. Factor analysis of the questionnaire indicated that 58% of the variance in patient satisfaction ratings was accounted for by the level of interpersonal warmth and respect and the amount of information communicated by the doctor. Other factors impacting on satisfaction included the number of patient requests perceived to be met by the doctor, and the characteristics of the medical encounter, such as the length of the consultation and whether the visit was a first or subsequent consultation. There was no association between level of satisfaction and gender of doctor or the type of medical practice attended.

    Original languageEnglish
    Pages (from-to)427-437
    Number of pages11
    JournalPsychology & Health
    Volume10
    Issue number5
    DOIs
    Publication statusPublished - 1 Sep 1995

    Keywords

    • doctors' interpersonal skill
    • patient requests
    • Patient satisfaction

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