Table 2. Comparison of levels of overall and specific satisfaction reported by health maintenance organization demonstration enrollees and nonenrollees.
| Satisfaction measures | Enrollees | Nonenrollees | Percent difference |
|---|---|---|---|
|
| |||
| Percent reporting highest satisfaction | |||
| Overall satisfaction | 80.8 | 79.3 | 1.5 |
| Individual measures | |||
| Professional competence | 53.8 | 63.7 | 3−9.9 |
| Willingness to discuss | 57.4 | 67.0 | 3−9.5 |
| Courtesy | 63.5 | 65.7 | −2.2 |
| Travel | 71.1 | 67.9 | 3.2 |
| Appointment arrangements | 78.9 | 81.5 | −2.6 |
| Waits reasonable | 72.3 | 67.9 | 44.4 |
| Availability of emergency room care1 | 60.5 | 62.9 | −2.4 |
| Experience with claims processing2 | 91.3 | 60.0 | 331.3 |
| Summary measures | |||
| Perceived quality of care | 68.9 | 76.4 | 3−7.5 |
| Perceived access to care | 75.4 | 75.5 | −0.1 |
| Number of respondents | 1,175 | 782 | NA |
1
At baseline, asked of all respondents with regular source of care; at followup, it was asked of those who used emergency room care.
2
At baseline, asked of all respondents with regular source of care; at followup, it was asked of those with claims processing experience.
3
Significant difference at the 1-percent level, using two-tailed test.
4
Significant difference at the 5-percent level, using two-tailed test.
NOTE: NA denotes not applicable.
SOURCE: (Rossiter et al., 1988).