Importance of accessibility and opening hours to overall patient experience of general practice: analysis of repeated cross-sectional data from a national patient survey in England
File(s)
Accepted version
Author(s)
Majeed, FA
Harris, Matthew
Type
Journal Article
Abstract
Background The UK government aims to improve the accessibility of general practices in England, particularly by extending opening hours in the evenings and at weekends. It is unclear how important these factors are to patients’ overall experiences of general practice.
Aim To examine associations between overall experience of general practice and patient experience of making appointments and satisfaction with opening hours.
Design and setting Analysis of repeated cross-sectional data from the General Practice Patient Surveys conducted from 2011–2012 until 2013–2014. These covered 8289 general practice surgeries in England.
Method Data from a national survey conducted three times over consecutive years were analysed. The outcome measure was overall experience, rated on a five-level interval scale. Associations were estimated as standardised regression coefficients, adjusted for responder characteristics and clustering within practices using multilevel linear regression.
Results In total, there were 2 912 535 responders from all practices in England (n = 8289). Experience of making appointments (β 0.24, 95% confidence interval [CI] = 0.24 to 0.25) and satisfaction with opening hours (β 0.15, 95% CI = 0.15 to 0.16) were modestly associated with overall experience. Overall experience was most strongly associated with GP interpersonal quality of care (β 0.34, 95% CI = 0.34 to 0.35) and receptionist helpfulness was positively associated with overall experience (β 0.16, 95% CI = 0.16 to 0.17). Other patient experience measures had minimal associations (β≤0.06). Models explained ≥90% of variation in overall experience between practices.
Aim To examine associations between overall experience of general practice and patient experience of making appointments and satisfaction with opening hours.
Design and setting Analysis of repeated cross-sectional data from the General Practice Patient Surveys conducted from 2011–2012 until 2013–2014. These covered 8289 general practice surgeries in England.
Method Data from a national survey conducted three times over consecutive years were analysed. The outcome measure was overall experience, rated on a five-level interval scale. Associations were estimated as standardised regression coefficients, adjusted for responder characteristics and clustering within practices using multilevel linear regression.
Results In total, there were 2 912 535 responders from all practices in England (n = 8289). Experience of making appointments (β 0.24, 95% confidence interval [CI] = 0.24 to 0.25) and satisfaction with opening hours (β 0.15, 95% CI = 0.15 to 0.16) were modestly associated with overall experience. Overall experience was most strongly associated with GP interpersonal quality of care (β 0.34, 95% CI = 0.34 to 0.35) and receptionist helpfulness was positively associated with overall experience (β 0.16, 95% CI = 0.16 to 0.17). Other patient experience measures had minimal associations (β≤0.06). Models explained ≥90% of variation in overall experience between practices.
Date Issued
2018-06-28
Date Acceptance
2018-02-12
Citation
British Journal of General Practice, 2018, 68 (672), pp.e469-e477
ISSN
0960-1643
Publisher
Royal College of General Practitioners
Start Page
e469
End Page
e477
Journal / Book Title
British Journal of General Practice
Volume
68
Issue
672
Copyright Statement
2019-06-28
© British Journal of General Practice 2018
Sponsor
National Institute for Health Research
Grant Number
DRF-2013-06-142
Subjects
access to health care
family practice
healthcare surveys
patient satisfaction
primary health care
1117 Public Health And Health Services
Public Health
Publication Status
Published