Table 5

Linear regression models showing the associations of OPQ items to the four modified GPPS outcomes

Covariate	Entry access		Timeliness of care		Confidence and trust		Overall experience
Covariate	Coefficient (95% CI)	p Value	Coefficient (95% CI)	p Value	Coefficient (95% CI)	p Value	Coefficient (95% CI)	p Value
Call answer time	0.13 (0.06 to 0.21)	0.001	0.09 (0.03 to 0.15)	0.006	0.00 (−0.06 to 0.05)	0.945	0.01 (−0.05 to 0.07)	0.808
Helpfulness of operator	0.14 (0.04 to 0.24)	0.008	0.06 (−0.03 to 0.15)	0.204	0.04 (−0.04 to 0.12)	0.345	0.12 (0.04 to 0.20)	0.003
How operator listened	0.15 (0.05 to 0.25)	0.003	0.05 (−0.04 to 0.14)	0.268	0.00 (−0.08 to 0.09)	0.954	0.07 (−0.01 to 0.15)	0.068
Health professional call back time*	0.09 (0.03 to 0.16)	0.007	0.45 (0.39 to 0.52)	<0.001	0.05 (−0.02 to 0.11)	0.140	0.13 (0.08 to 0.19)	<0.001
Very poor/poor	Reference group		Reference group		Reference group		Reference group
Acceptable	0.16 (−0.02 to 0.34)	0.089	0.70 (0.54 to 0.86)	<0.001	0.07 (−0.09 to 0.23)	0.376	0.38 (0.24 to 0.52)	<0.001
Good	0.34 (0.15 to 0.53)	0.001	1.05 (0.87 to 1.22)	<0.001	0.18 (0.02 to 0.35)	0.030	0.51 (0.37 to 0.66)	<0.001
Excellent	0.35 (0.14, 0.56)	0.001	1.41 (1.22 to 1.60)	<0.001	0.10 (−0.08 to 0.29)	0.271	0.48 (0.31 to 0.64)	<0.001
Not applicable	0.29 (0.07 to 0.52)	0.011	0.98 (0.79 to 1.17)	<0.001	−0.04 (−0.23 to 0.15)	0.706	0.35 (0.17 to 0.53)	<0.001
Happy with treatment option
Yes	Reference group		Reference group		Reference group		Reference group
No	−0.21 (−0.39 to −0.02)	0.030	−0.32 (−0.49 to −0.15)	<0.001	−0.58 (−0.73 to −0.44)	<0.001	−0.70 (−0.83 to −0.56)	<0.001
Consultation satisfaction	0.05 (−0.01 to 0.12)	0.105	0.06 (0.01 to 0.12)	0.025	0.56 (0.51 to 0.61)	<0.001	0.43 (0.38 to 0.47)	<0.001

*Sensitivity analyses excluded the ‘not applicable’ category and entered this covariate as an ordinal variable to assess the global effect on each outcome, which is reported above the effects of the separate dummy variables. Models controlled for participants’ age, gender, deprivation quintile (IMD), ethnicity (white, other ethnic group) and management option received (telephone advice, treatment centre, home visit/other), as well as the type of provider contacted (NHS, commercial, social enterprise), and were clustered by provider (n=6). The GPPS items (dependent variables) were standardised so that regression coefficients are comparable across models. For all models, n=1396.
GPPS, General Practice Patient Survey; OPQ, Out-of-hours Patient Questionnaire; IMD, Index of Multiple Deprivation.