A study of the key qualities of healthcare that influence patient appraisal of satisfaction with primary care. Content analysis revealed that patients perceive and value at least seven domains of healthcare in defining outstanding quality (access, communication, personality and demeanor of provider, quality of medical care processes, care continuity, quality of the healthcare facilities, and office staff). All seven were cited as reasons for rating physicians as excellent, while four domains (communication, care coordination, interpersonal skills, and barriers to access) drove negative ratings.
What Patients Want: A Content Analysis of Key Qualities that Influence Patient Satisfaction. Roger Anderson, Ph.D., Angela Barbara, M.S., and Steven Feldman, M.D., Ph.D. Department of Social Sciences and Health Policy, Wake Forest University School of Medicine, Winston-Salem.