An evaluation of patient satisfaction amongst family practice patients with diverse ethnic backgrounds.

OBJECTIVE

The aim of this study was to examine the impact of patients' ethnic diversity on the patient satisfaction rates.

DESIGN

We used the methodology developed in an international EUROPE study. The patients were asked to fill in self-administered questionnaires on their evaluations of the care received in the year prior to the survey. The instrument consists of 23 questions regarding specific family physicians' tasks evaluated on a 5 point Likert scale.

SETTING

Primary care practices of the National Railway Primary Health Care Services in Slovenia.

STUDY PARTICIPANTS

A questionnaire was handed out to 600 patients cared for by 10 physicians.

MAIN OUTCOME MEASURES

Percentages of highly satisfied patients in groups of patients with different ethnic backgrounds.

RESULTS

We achieved 65.7% response rate. The overall satisfaction was lower in non-Slovenian patients, however was not significant (83.6 vs. 85.8 points, p = NS). Non-Slovenian patients were less satisfied with regard to: "quick relief of their symptoms", "helping them to feel well so as to be able to perform their normal daily activities", physicians'"thoroughness" and their explanations concerning what the patients wanted to know about their symptoms and/or illness. In a multivariate analysis Slovenian nationality predicted higher patient satisfaction with the clinical "performance" of physicians.

CONCLUSIONS

As family practice remains an important source of primary health care for all patients, the providers should address the needs of all members of society regardless their social or cultural background. Undergraduate and postgraduate curricula have to address communication skills emphasising cultural differences.