Patient satisfaction and loyalty in Japanese primary care: a cross-sectional study.

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  • Additional Information
    • Source:
      Publisher: BioMed Central Country of Publication: England NLM ID: 101088677 Publication Model: Electronic Cited Medium: Internet ISSN: 1472-6963 (Electronic) Linking ISSN: 14726963 NLM ISO Abbreviation: BMC Health Serv Res Subsets: MEDLINE
    • Publication Information:
      Original Publication: London : BioMed Central, [2001-
    • Subject Terms:
      Patient Satisfaction* ; Primary Health Care*; Adult ; Cross-Sectional Studies ; Humans ; Japan ; Quality of Health Care ; Reproducibility of Results ; Surveys and Questionnaires ; Young Adult
    • Abstract:
      Background: This study aimed to explore associations between various elements of primary care, patient satisfaction, and loyalty.
      Methods: This cross-sectional study used a modified version of the Primary Care Assessment Tool (PCAT), which was adapted for Japan. We distributed the PCAT questionnaire to patients aged 20 years or older at five rural primary care centres in Japan. We confirmed the validity and reliability of the measure for our study. Next, we examined which elements of primary care were related to patient satisfaction and loyalty using Spearman's correlation and structural equation modelling.
      Results: Of 220 eligible patients, 206 participated in this study. We developed nine component scales: first contact (regular access), first contact (urgent access), longitudinality, coordination, comprehensiveness (variety of care), comprehensiveness (risk prevention), comprehensiveness (health promotion), family-centeredness, and community orientation. Longitudinality and first contact (urgent access) were related with patient satisfaction. Longitudinality, first contact (regular access), and family-centeredness were related to patient loyalty. In the structural equation modelling analysis, two variables were significantly related to loyalty, namely a combined variable including longitudinality and first contact (regular access), along with family-centeredness.
      Conclusions: While a patient satisfaction model could not be distilled from the data, longitudinality, first contact (urgent access), and family-centeredness were identified as important elements for the cultivation of patient loyalty. This implies that primary care providers need to develop a deep understanding of patients' contexts and concerns and pay attention to their level of access to cultivate greater patient loyalty.
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    • Contributed Indexing:
      Keywords: Family-centeredness; First contact; Longitudinality; PCAT; Patient loyalty; Patient satisfaction; Primary care
    • Publication Date:
      Date Created: 20210326 Date Completed: 20210514 Latest Revision: 20210514
    • Publication Date:
      20240105
    • Accession Number:
      PMC7992825
    • Accession Number:
      10.1186/s12913-021-06276-9
    • Accession Number:
      33766027