Background. Patient satisfaction is an important part and a measure of the
quality of health care. Patient satisfaction with family physicians was stu
died within the project 'Analysis of Transition of Health Care System in Cr
oatia'.
Objectives. The aim of this study was to explore patient satisfaction with
family physicians through evaluation of some characteristics of physician b
ehaviour. The specific goals of this study were to determine whether there
were differences in the evaluation of patient satisfaction with physician b
ehaviour with regard to some sociodemographic characteristics of the respon
dents.
Methods. The study group consisted of 1217 respondents: 479 (39.4%) men and
738 (60.6%) women. Medical students interviewed the respondents 'face-to-f
ace' immediately after their consultation with the physician. An anonymous
questionnaire was created providing answers to 10 questions on patient sati
sfaction. Data on sociodemographic characteristics and the reason for encou
nter of the respondents were also collected.
Results. The average positive rating over 10 questions on patient satisfact
ion was 85.3%. There was a statistically significant difference in age dist
ribution between geographic areas (P < 0.001). Differences in answers were
found regarding sex, age, educational level (P < 0.001) and reason for enco
unter (P < 0.01). Two factors were obtained by factor analysis: the fi rst
could be called physician's competence/expertise estimated by respondents,
and the other physician's empathy evaluated by respondents. The respondents
were divided into two groups based on the reason for encounter as a criter
ion for discriminant analysis: acute (symptoms and complaints, injuries; n
= 553) and other reasons (n = 664). The discriminant function obtained was
statistically significant (P < 0.01). Younger respondents, regardless of se
x, whose reason for encounter was an acute condition, were less satisfied w
ith the physician's expertise, agreeableness during the consultation, physi
cian's interest in what they were saying and physician's friendliness.
Conclusion. Considering the difficulties present in the health systems of c
ountries in transition, the results of our study were surprisingly encourag
ing, showing that the respondents were satisfied with the physician's behav
iour and that the physicians fulfilled the basic elements of professional b
ehaviour.