Table 3
Patients’ and GPs’ evaluations of care and GPs’ perceptions of patients’ evaluations. Rank orders based on valid percentages evaluating positively as 4 or 5 on a 5 point Likert scale
| Patients’ evaluations (n=1772) | GPs’ evaluations (n=315) | GPs’ perceptions of patients’ evaluations (n=315) | ||||
|---|---|---|---|---|---|---|
| What is your opinion of the GP and/or general practice over the last 12 months with respect to . . .* | Rank no (%) | Absolute no | Rank no (%) | Absolute no | Rank no (%) | Absolute no |
| *Stem in the questionnaire for GPs: “What is your own opinion of yourself and/or your general practice over the last 12 months with respect to . . .” and “What is your perception of the opinion of your patients of you and/or your general practice over the last 12 months with respect to . . .”. The word “you” was replaced by “patients” in all 23 items for general practitioners, e.g. “making patients feel they had time during consultations”, so the words “him or her”, “s/he”, “his or her” were replaced by “you” or “your”. | ||||||
| **Dimensions of general practice care: I=doctor-patient relationship (6 items); II=information and support (4 items); III=medical-–technical care (5 items); IV=organisation of services (8 items). | ||||||
| Keeping your records and data confidential? (I)** | 1 (94.6) | 1440 | 2 (88.9) | 279 | 1 (85.8) | 266 |
| Listening to you? (I) | 2 (88.5) | 1546 | 4 (78.1) | 246 | 7 (60.3) | 190 |
| Making you feel you had time during consultations? (I) | 3 (87.8) | 1540 | 5 (74.0) | 223 | 12 (52.5) | 165 |
| Providing quick services for urgent health problems? (IV) | 4 (85.2) | 1137 | 1 (93.9) | 295 | 2 (80.6) | 253 |
| Helpfulness of the staff (other than the doctor)? (IV) | 5 (83.8) | 1329 | 3 (79.2) | 248 | 4 (64.4) | 201 |
| Explaining the purpose of tests and treatments? (II) | 6 (83.3) | 1331 | 11 (66.6) | 209 | 11 (53.0) | 166 |
| Telling you what you wanted to know about your symptoms and/or illness? (II) | 7 (82.7) | 1399 | 10 (67.2) | 211 | 13 (50.3) | 158 |
| Making it easy for you to tell him or her about your problems? (I) | 8 (82.5) | 1399 | 13 (63.8) | 201 | 16 (46.8) | 147 |
| Physical examination of you? (III) | 9 (82.4) | 1328 | 6 (73.9) | 232 | 3 (65.8) | 206 |
| Interest in your personal situation? (I) | 10 (82.0) | 1409 | 8 (70.8) | 223 | 8 (56.5) | 178 |
| Thoroughness? (III) | 11 (81.2) | 1361 | 9 (68.4) | 214 | 6 (61.2) | 191 |
| Involving you in decisions about your medical care? (I) | 12 (81.0) | 1323 | 7 (72.7) | 229 | 5 (61.3) | 193 |
| Helping you to understand the importance of following his or her advice? (II) | 13 (79.7) | 1141 | 21 (47.9) | 150 | 18 (36.5) | 113 |
| Helping you to feel well so that you can perform your normal daily activities? (III) | 14 (78.7) | 1172 | 19 (53.8) | 161 | 17 (37.9) | 113 |
| Getting an appointment to suit you? (IV) | 15 (78.1) | 1335 | 14 (60.8) | 191 | 20 (34.4) | 108 |
| Knowing what s/he had done or told you during contacts? (IV) | 16 (76.2) | 1135 | 20 (52.7) | 164 | 10 (54.4) | 168 |
| Offering you services for preventing diseases (eg screening, health checks, immunisations)? (III) | 17 (76.1) | 953 | 16 (59.2) | 184 | 9 (54.9) | 168 |
| Helping you deal with emotional problems related to your health status? (II) | 18 (75.5) | 873 | 17 (57.6) | 181 | 15 (47.3) | 148 |
| Quick relief of your symptoms? (III) | 19 (74.8) | 1239 | 22 (41.4) | 126 | 23 (24.8) | 75 |
| Preparing you for what to expect from specialist or hospital care? (IV) | 20 (74.7) | 818 | 23 (40.4) | 127 | 21 (31.2) | 97 |
| Being able to speak to the GP on the telephone? (IV) | 21 (71.9) | 1051 | 12 (65.3) | 205 | 19 (34.7) | 109 |
| Getting through to the practice on the phone? (IV) | 22 (71.3) | 1247 | 18 (55.1) | 173 | 22 (28.3) | 89 |
| Waiting time in the waiting room? (IV) | 23 (61.2) | 1066 | 15 (60.5) | 190 | 14 (48.6) | 152 |
