Survey of Patient and Physician Satisfaction Regarding Patient-Centered Outpatient Consultations in Japan

• Published in: Internal Medicine Vol. 50; no. 13; pp. 1403 - 1408
• Main Authors: Kisa, Kengo, Kawabata, Hidenobu, Itou, Takamasa, Nishimoto, Naoki, Maezawa, Masaji
• Format: Journal Article
• Language: English
• Published: Japan The Japanese Society of Internal Medicine 01.01.2011
• Subjects: Adolescent; Adult; Aged; Aged, 80 and over; Ambulatory Care - methods; Ambulatory Care - psychology; Child; Child, Preschool; Data Collection - methods; Female; Humans; Infant; Infant, Newborn; Japan; Male; Middle Aged; outpatient; patient centeredness; Patient Satisfaction; Patient-Centered Care - methods; physician satisfaction; Physician-Patient Relations; primary care; questionnaire; Referral and Consultation; Young Adult; Japan
• ISSN: 0918-2918; 1349-7235
• DOI: 10.2169/internalmedicine.50.5107

Objective The purpose of this study was to show the difference in consultation satisfaction between patient and physician in rural settings, and identify the variables affecting their satisfaction regarding these encounters. Methods We collected data by administering questionnaires that included questions regarding satisfaction for a patient-centered approach to patients and physicians, transcribing data from medical records, and observing consultations in person. We then modeled cumulative logits of patient and physician satisfaction scores by performing ordered logistic regression using the proportional odds model. Patients Seven physicians and 122 patients participated in the study. Results Both patients and physicians expressed high satisfaction with their consultation sessions. Patient satisfaction tended to be higher than physician satisfaction. Physicians were satisfied with longer consultations but patients were not. Moreover, the long waiting times dissatisfied patients. In cases of multiple healthcare episodes (courses of treatment for a different condition) during a single visit, patient satisfaction decreased, while physician satisfaction increased. Physician satisfaction for interactions in general was less when they checked the same patient who had previously visited them. Conclusion Our findings suggest that if physicians feel satisfied with their consultation, patients also feel satisfied regardless of the physician's opinion. The variables that affect patient and physician satisfaction include prior visits with the same physician, consultation length, longer waiting times, and number of episodes. These findings from Japanese clinics are consistent with those previously reported for other countries.