MEASURING PATIENT SATISFACTION IN PRIMARY-CARE - A JOINT PROJECT OF COMMUNITY REPRESENTATIVES, CLINIC STAFF MEMBERS AND A SOCIAL SCIENTIST

We describe the process of planning and developing a questionnaire and conducting a patient satisfaction survey in a neighbourhood clinic in Beer-Sheva, Israel. The project was conducted by the clinic staff mem bers, patient representatives and a medical sociologist. The satisfact ion survey was conducted in patients' homes, with a 67% response rate. General satisfaction and satisfaction with specific components of ser vice are described. Patient satisfaction was higher among men than amo ng women, and negatively correlated with family size. The strongest pr edictor of general satisfaction was satisfaction with physicians' serv ices. Implications of the survey results were decided upon by active c ollaboration between the clinic staff and the patient representatives. The inferences drawn from the patients' replies and the changes intro duced as a result of them, are discussed. Health care consumers should be active participants in carrying out surveys of satisfaction on a r egular basis.