How do Patients and Managers Value Gold Standard Elements in Primary Health Care.

Abstract

The study explores how Primary Health Care Team managers in Catalonia assess the gold standard criteria for excellence in Primary Health Care and whether there are differences in evaluations between the best and worst-rated centers by patients in a patient experience survey included in the Catalan Satisfaction Survey Plan (PLAENSA). The researchers used mixed methods to analyze 12 interviews done to Primary Care Team (PCT) managers. Interviews were transcribed and analyzed, yielding three themes and 12 subthemes. A Likert-type questionnaire was also used to compare results. Scores were observed between 4.8 and 3.5 regarding a constant relationship with the patient (longitudinality), and patient's experience, respectively. All managers highlight accessibility, nursing management, and administrative support as essential to patient experience. No significant differences exist in PCT's scores or gold standard element application. Disposing of good accessibility, crucial in Primary Health Care management, an administrative team, and efficiently prepared and motivated professionals, are key elements to a patient's experience in Primary Health Care. Contrary to other studies, interviewees described better accessibility in rural centers, which is likely why they are better valued by patients.