Patiënttevredenheid over huisarts in internationaal perspectief

Groenewegen PP, Kerssens JJ, Sixma HJ, van dE, I, Boerma WG. What is important in evaluating health care quality? An international comparison of user views. BMC Health Serv Res 2005 Feb 21;5(1):16.

ACHTERGROND: de kwaliteit van zorg vanuit het perspectief van de gebruikers wordt steeds meer gebruikt bij de evaluatie van de prestaties in de gezondheidszorg. Dit gaat verder dan de tevredenheidstudies, de kwaliteit van de zorg vanuit gebruikersperspectief is geconceptualiseerd in twee dimensies: het belang dat gebruikers hechten aan verschillende aspecten van de zorg en de feitelijke ervaring met deze aspecten. Het is vastgesteld dat de zorgaanbieders verschillen in prestaties. De vraag in dit artikel is of er ook verschillen zijn in wat mensen in verschillende zorgstelsels zien als belangrijke aspecten van de kwaliteit van zorg

BACKGROUND: Quality of care from the perspective of users is increasingly used in evaluating health care performance. Going beyond satisfaction studies, quality of care from the users' perspective is conceptualised in two dimensions: the importance users attach to aspects of care and their actual experience with these aspects. It is well established that health care systems differ in performance. The question in this article is whether there are also differences in what people in different health care systems view as important aspects of health care quality. The aim is to describe and explain international differences in the importance that health care users attach to different aspects of health care. METHODS: Data were used from different studies that all used a version of the QUOTE-questionnaire that measures user views of health care quality in two dimensions: the importance that users attach to aspects of care and their actual experience. Data from 12 European countries and 5133 individuals were used. They were analysed using multi-level analysis. RESULTS: Although most of the variations in importance people attach to aspects of health care is located at the individual level, there are also differences between countries. The ranking of aspects shows similarities. 'My GP should always take me seriously' was in nearly all countries ranked first, while an item about waiting time in the GP's office was always ranked lowest. CONCLUSION: Differences between countries in how health care users value different aspects of care are difficult to explain. Further theorising should take into account that importance and performance ratings are positively related, that people compare their experiences with those of others, and that general and instrumental values might be related through the institutions of the health care system

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