An exploratory investigation of the sources of patient satisfaction in ambulatory care

Abstract

An exploratory analysis was carried out to describe patient satisfaction with ambulatory care. The analysis aimed at gaining an understanding of satisfaction with the care received from the patient's perspective; it was guided by the principles of qualitative analysis. Findings from the present study show clearly the central role that relationships and patients' expectations play in satisfaction and relate to (1) knowledge about own illness, (2) a sense of being known and treated in a personal manner, and (3) alertness on the part of the doctor. Expectations are met when patients perceive a congruency with the medical care they receive and when they feel there are positive outcomes. Trust in the doctor and the treatment was found to mediate patient satisfaction.