Predictors of Satisfaction with Access to Medical Care
Abstract
The purpose of this management project was to determine if there was a relationship between staffing, the number of exam rooms, clinic operating hours, ease of making an appointment; and satisfaction with access to medical care. Additionally, a predictive model was developed. The sample population came from the clinics within Brooke Army Medical Center for FY 98-99. Three types of clinics were chosen for this analysis: high cost, high volume, and high risk. Data was taken from the monthly customer satisfaction surveys for FY 98-99, the Medical Expense and Performance Reporting System from FY 98-99, and from the specific clinics. Correlation analysis and multiple linear regression were used. The results of this study demonstrate that demographic characteristics of the sample population account for 96% of the variation in patient satisfaction with access to medical care. When controlling for differences in demographics, the total model accounts for 98% of the variation in satisfaction with access to medical care. Furthermore, the "ease of making an appointment by phone (Q10a)" was the most predictive independent variable t (26,191) = 13.549, p <.001 followed by the "number of exam rooms" t (26,191) = -2.888, p = .004, the "urgent visit" t (26,191) = 2.816, p = .005, and 65 and older patients t= (26,191) = 2.169, p = .032. This study demonstrates a direction for improving satisfaction with access to medical care, which is making it easier for our patients to make an appointment. Additional studies should be conducted MHS wide and alternative methods of making appointments should be studied.
Document Details
- Document Type
- Technical Report
- Publication Date
- Jun 01, 2000
- Accession Number
- ADA408253
Entities
People
- Mary K. Roou