Table III.
Mean (SD) PEQ-OHC scores1 and correlations2 with aspects of healthcare process and global ratings (n = 225).
| Questionnaire/scale | n (%) | Telephone contact | Nursing services | Doctor services | Organization |
| Difficult to contact by telephone | −0.35™ | ||||
| Not at all | 99 (68.28) | 84.34 (14.79) | |||
| To a small extent | 31 (21.38) | 74.26 (13.39) | |||
| To some extent | 11 (7.58) | 76.70 (12.84) | |||
| To a large extent | 2 (1.38) | 65.63 (4.42) | |||
| To a very large extent | 2 (1.38) | 23.95 (25.04) | |||
| Referred to GP | |||||
| No | 102 (61.45) | 83.72 (16.75)* | 83.21 (17.17) | 67.79 (25.63)* | |
| Yes | 64 (44.14) | 76.84 (15.97) | 79.06 (18.43) | 58.46 (23.76) | |
| Time taken to get to service | −0.06 | −0.17** | −0.23** | ||
| Under ½ hour | 126 (65.28) | 81.86 (17.87) | 83.56 (17.52) | 68.02 (24.05) | |
| ½ – 1 hour | 46 (23.83) | 82.12 (16.71) | 80.54 (16.63) | 66.03 (25.09) | |
| 1 – 2 hours | 10 (5.18) | 83.56 (14.33) | 71.53 (19.29) | 46.67 (30.48) | |
| 2 – 4 hours | 10 (5.18) | 78.13 (5.59) | 76.88 (19.78) | 38.33 (18.92) | |
| > 4 hours | 1 (0.52) | 56.25 − | 75.00 − | 25.00 − | |
| Waiting time for treatment | −0.29** | −0.17* | −0.68** | ||
| < 10 min | 56 (29.17) | 88.33 (14.08) | 86.79 (17.23) | 86.76 (15.31) | |
| 10 – 30 min | 65 (33.85) | 80.72 (16.68) | 80.41 (17.18) | 67.24 (17.37) | |
| 30 – 60 min | 31 (16.45) | 80.53 (16.04) | 80.42 (18.03) | 52.82 (22.50) | |
| 1 – 2 hours | 22 (11.46) | 74.26 (21.22) | 76.19 (19.83) | 39.77 (25.45) | |
| 2 – 3 hours | 13 (6.77) | 73.30 (13.14) | 84.62 (9.75) | 39.74 (15.27) | |
| > 3 hours | 5 (2.60) | 73.75 (27.39) | 77.50 (22.36) | 35.00 (28.50) | |
| Enough information on test results | 0.50** | 0.52** | 0.50** | ||
| Not at all | 7 (4.70) | 63.89 (22.73) | 75.00 (32.17) | 27.38 (14.20) | |
| To a small extent | 12 (8.05) | 68.06 (9.08) | 71.88 (10.15) | 48.61 (19.73) | |
| To some extent | 19 (12.75) | 71.43 (14.85) | 68.75 (18.93) | 53.95 (22.29) | |
| To a large extent | 69 (46.31) | 78.13 (16.81) | 80.19 (16.05) | 62.80 (24.90) | |
| To a very large extent | 42 (28.19) | 91.94 (13.23) | 94.69 (13.62) | 80.56 (21.91) | |
| Overall satisfaction with service | 0.64** | 0.64** | 0.73** | 0.59** | |
| Not at all | 4 (2.06) | 44.79 (29.09) | 44.79 (19.15) | 31.25 (00.00) | 16.67 (22.05) |
| To a small extent | 5 (2.58) | 75.00 (17.68) | 63.75 (14.92) | 55.83 (10.56) | 41.67 (31.18) |
| To some extent | 22 (11.34) | 71.88 (11.56) | 68.75 (17.68) | 61.61 (18.15) | 40.34 (19.81) |
| To a large extent | 94 (48.45) | 75.44 (12.89) | 75.61 (12.59) | 78.75 (12.56) | 60.24 (21.40) |
| To a very large extent | 69 (35.57) | 94.24 (9.26) | 94.06 (11.36) | 95.86 (8.48) | 82.25 (18.79) |
| Overall experience with service | 0.44** | 0.44** | 0.50** | 0.42** | |
| Much worse than expected | 3 (1.55) | 34.72 (25.71) | 47.92 (14.73) | 46.88 (22.10) | 5.56 (4815) |
| Somewhat worse than expected | 17 (8.81) | 73.66 (14.54) | 63.54 (20.96) | 56.51 (14.47) | 39.22 (25.65) |
| As expected | 101 (52.33) | 78.16 (13.92) | 79.96 (13.44) | 80.92 (16.20) | 63.57 (22.05) |
| Somewhat better than expected | 39 (20.21) | 84.91 (14.22) | 83.06 (17.47) | 86.02 (13.59) | 67.63 (24.55) |
| Much better than expected | 33 (17.10) | 93.75 (10.83) | 93.32 (11.93) | 94.70 (9.13) | 83.08 (17.86) |
| Extent of any poor treatment | −0.43** | −0.37** | −0.45** | −0.36** | |
| Not at all | 148 (79.14) | 84.75 (14.55) | 85.29 (14.80) | 86.59 (14.15) | 69.93 (23.26) |
| To a small extent | 21 (11.23) | 72.74 (16.12) | 68.52 (16.17) | 75.37 (13.16) | 51.19 (30.08) |
| To some extent | 12 (6.42) | 66.15 (20.89) | 69.32 (15.17) | 59.47 (17.29) | 43.18 (21.67) |
| To a large extent | 3 (1.60) | 70.83 (7.22) | 43.75 (17.68) | 60.42 (25.26) | 27.78 (12.73) |
| To a very large extent | 3 (1.60) | 53.47 (10.69) | 100.00 − | 43.75 (16.68) | 16.67 (11.79) |
Notes: 1The four PEQ-OHC scales are scored from 0-100 where 100 is the best possible experience of care. 2Spearman's rho is shown alongside variable names for the categorical variables. Binary variables were tested with the t-test. Asterisks refer to statistical significance: *p < 0.05;**p < 0.01.