Purpose

1. Variation in patient satisfaction and characteristics of providers – findings based on the National Patient Survey in Swedish primary careAnna Häger Glenngård Lund University School of Economics and Management

2. Purpose The purpose was to analyze variation in patient satisfaction with respect to characteristics of providers in primary care.

3. Data from the National Patient Surveyand register data from VGR, Skåne, & Halland • Accessibility. What is your opinion about the waiting time? • Responsiveness 1. Did you participate in decisions regarding your care and treatment as much as you wanted? • Responsiveness 2. Were you attended to with respect and in a considerate way? • Continuity.Do you usually get to see the same doctor/nurse? • Quality. Was your need of care adequately taken care of? • Overall satisfaction. Overall satisfaction with the visit? • Characteristics of providers (size, location, owner, visits, ACG, CNI)

4. Results (1) • Perceptions regarding the different aspects of patient satisfaction for both nurse and doctor visits were correlated: Providers that had satisfied patients regarding one question also tended to have satisfied patients regarding other questions. • Systematic variation in patient satisfaction was found with respect to several different characteristics of providers, both structural, organizational and mix of registered individuals. • Private providers were associated with higher patient satisfaction on an overall level but not when taking into account structural differences and mix of registered individuals.

5. Results (2) • The mix of registered individuals was correlated to patient satisfaction: • High social deprivation – negative correlation • High overall illness – positive correlation • A high proportion of all visits being with a doctor was associated with higher patient satisfaction. The number of visits per registered individual was not correlated with higher or lower patient satisfaction. • A smaller number of registered individuals (size) were associated with a higher patient satisfaction. • Being located in the two biggest cities in the sample (Malmö and Göteborg) was associated with a lower patient satisfaction.

6. Reflections • Factors that are of relevance for how well providers perform according patient surveys are more or less possible to control for providers. • Variation in patients´ assessment of provider performance with respect to structural differences and mix of registered individuals adds to the complexity of using aggregated comparative information about providers. • From a patient perspective and from the perspective of choice systems to work in practice it is crucial with accurate information to base individual choice of providers upon.