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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

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Title: 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
Authors: Majeed, FA
Harris, M
Item 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.
Issue Date: 28-Jun-2018
Date of Acceptance: 12-Feb-2018
URI: http://hdl.handle.net/10044/1/56958
DOI: https://dx.doi.org/10.3399/bjgp18X697673
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/Funder: National Institute for Health Research
Funder's Grant Number: DRF-2013-06-142
Keywords: access to health care
family practice
healthcare surveys
patient satisfaction
primary health care
1117 Public Health And Health Services
Public Health
Publication Status: Published
Appears in Collections:School of Public Health