Rank order of important variables for patient and staff satisfaction with outpatient service.

Abstract

The relative importance of variables found to be significantly related to patient and staff satisfaction with clinic service are examined. The data consist of interview responses of 400 randomly selected patients attending chronic specialty clinics, and responses to a mailed questionnaire of all the 156 medical and paramedical staff working in these same clinics. For the patient, the order of importance of variables is: (1) belief that he is receiving quality medical care, (2) a positive staff-patient relationship, and (3) positive evaluation of clinic procedures (especially time spent in the clinic and clinic charges). For the staff, the order of importance of the variables is: (1) the type of interpersonal relationships in the clinic which lead to professional growth, (2) a positive evaluation of patient care and facilities, and (3) a favorable comparison of the clinic with private practice. How patients and staff view the receiving and giving of medical care is therefore dependent upon their interpersonal experiences in the clinic.