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Family Practice Vol. 11, No. 3, 287-291
© Oxford University Press 1994

research-article

Measuring Patient Satisfaction in Primary Care: a Joint Project of Community Representatives, Clinic Staff Members and a Social Scientist

AYA BIDERMAN, SARA CARMEL* and AYALA YEHESKEL

Department of Family Medicine and Yud-Alef Clinic of Kupat Cholim Klalit, University Center for Health Sciences Ben-Gurion University of the Negev, Beer-Sheva, Israel
*Department of the Sociology of Health, University Center for Health Sciences Ben-Gurion University of the Negev, Beer-Sheva, Israel

Send correspondence to: Aya Biderman, MD, Department of Family Medicine, Ben-Gurion University of the Negev. PO Box 653, Beer Sheva, 84105, Israel

We describe the process of planning and developing a questionnaire and conducting a patient satisfaction survey in a neighbourhood clinic in Beer-Sheva, Israel. The project was conducted by the clinic staff members, patient representatives and a medical sociologist. The satisfaction survey was conducted in patients' homes, with a 67% response rate. General satisfaction and satisfaction with specific components of service are described. Patient satisfaction was higher among men than among women, and negatively correlated with family size. The strongest predictor of general satisfaction was satisfaction with physicians' services. Implications of the survey results were decided upon by active collaboration between the clinic staff and the patient representatives. The inferences drawn from the patients' replies and the changes introduced as a result of them, are discussed. Health care consumers should be active participants in carrying out surveys of satisfaction on a regular basis.


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