Evaluating patient satisfaction with primary care consultations in the Helderberg sub-district of South Africa

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dc.contributor.advisorMash, Roberten_ZA
dc.contributor.authorEksteen, Lawsonen_ZA
dc.contributor.otherStellenbosch University. Faculty of Medicine and Health Sciences. Dept. of Family and Emergency Medicine. Family Medicine and Primary Care.en_ZA
dc.date.accessioned2017-11-06T07:18:01Z
dc.date.accessioned2017-12-11T10:23:42Z
dc.date.available2017-11-06T07:18:01Z
dc.date.available2017-12-11T10:23:42Z
dc.date.issued2017-12
dc.descriptionThesis (MFamMed)--Stellenbosch University, 2017.en_ZA
dc.description.abstractENGLISH SUMMARY: Background: Effective primary care is vital for improving health outcomes. Patient-centred consultations are im-portant and one way of assessing this is to evaluate patient satisfaction. The Medical Interview Sat-isfaction Scale (MISS) has not been used in South Africa. Aim: To test validity and reliability of the MISS and evaluate patient satisfaction with consultations. Setting: Primary care facilities in the Helderberg sub-district, South Africa Methods: The MISS tool was adapted and validated by a panel of experts. The internal consistency was eval-uated on 150 consultations. The level of patient satisfaction on 23 items, in consultations by nurses and doctors, was measured. Respondents indicated agreement with each item on a scale (1=very strongly disagree, 7=very strongly agree). Results: The wording of the items were adapted and translated into Afrikaans and Xhosa. There was good overall internal consistency (Cronbach alpha 0.889), but not in all subscales. Patients were most satisfied with rapport (Median score 6.2 (IQR 5.3-5.9)) and understanding of their concerns, fears and beliefs (5.7 (IQR 5.1-6.3)). They were less satisfied with the ability to foster an acceptable man-agement plan (5.5 (IQR 4.5-6.5)) and with accuracy of information (5.0 (IQR 4.2-5.8)). Scores for nurses and doctors were not significantly different. Conclusion: Further work is needed to improve the reliability of MISS subscales in the South African context and the best internal consistency was found with 21 items. Patients showed high levels of satisfac-tion with primary care consultations, although other studies suggest this may reflect low expecta-tions rather than high quality consultations.en_ZA
dc.description.abstractAFRIKAANSE OPSOMMING: Geen opsomming beskikbaaraf_ZA
dc.description.urihttps://academic.oup.com/fampra/article/36/3/310/5091262?login=true
dc.description.versionMasters
dc.format.extent21 pages
dc.identifier.urihttp://hdl.handle.net/10019.1/102547
dc.language.isoen_ZAen_ZA
dc.publisherStellenbosch : Stellenbosch University
dc.rights.holderStellenbosch University
dc.subjectPatient satisfaction -- South Africaen_ZA
dc.subjectMedical care -- Customer services -- South Africaen_ZA
dc.subjectPrimary health care -- South Africaen_ZA
dc.subjectUCTD
dc.titleEvaluating patient satisfaction with primary care consultations in the Helderberg sub-district of South Africaen_ZA
dc.typeThesisen_ZA
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Masters Degrees (Family Medicine and Primary Care)