Table 4.
Measures that were implemented to increase patient satisfaction because of online ratings by scaled-survey and negative comments results (N=2360).
| Measures | Scaled-survey results, n (%) | Narrative comments results, n (%) | ||||||
|
|
General practitioners (n=413) | Specialists (n=1637) | Others (n=310) | P a | General practitioners (n=413) | Specialists (n=1637) | Others (n=310) |
P
value |
| Improvement of the communication with patients | 83 (20.1) | 399 (24.37) | 45 (14.5) | <.001 | 73 (17.7) | 341 (20.83) | 30 (9.7) | <.001 |
| Improve appointment scheduling process |
65 (15.7) | 355 (21.69) | 36 (11.6) | <.001 | 54 (13.1) | 239 (14.60) | 24 (7.7) | .005 |
| Change in office workflow | 68 (16.5) | 281 (17.17) | 30 (9.7) | .004 | 55 (13.3) | 238 (14.54) | 17 (5.5) | <.001 |
| Improvement of the waiting room equipment | 37 (9.0) | 169 (10.32) | 19 (6.1) | .06 | 23 (5.6) | 103 (6.29) | 9 (2.9) | .06 |
| Training of the staff | 32 (7.8) | 136 (8.31) | 5 (1.6) | <.001 | 25 (6.1) | 122 (7.45) | 5 (1.6) | <.001 |
| Reassigning staff responsibilities | 24 (5.8) | 122 (7.45) | 6 (1.9) | <.001 | 26 (6.3) | 115 (7.03) | 3 (1.0) | <.001 |
| Investments in new technologies/ equipment (ITb equipment) |
22 (5.3) | 124 (7.57) | 16 (5.2) | .12 | 19 (4.6) | 80 (4.89) | 5 (1.6) | .04 |
| Expand office hours | 22 (5.3) | 109 (6.66) | 24 (7.7) | .42 | 12 (2.9) | 74 (4.52) | 18 (5.8) | .16 |
| Introduction of patient reminders (eg, email reminders) | 21 (5.1) | 109 (6.66) | 15 (4.8) | .29 | 14 (3.4) | 69 (4.22) | 8 (2.6) | .34 |
| Further educational training myself | 9 (2.2) | 71 (4.34) | 33 (10.7) | <.001 | 9 (2.2) | 63 (3.85) | 18 (5.8) | .04 |
| Recruitment of additional staff | 18 (4.4) | 91 (5.56) | 6 (1.9) | .02 | 10 (2.4) | 60 (3.67) | 5 (1.6) | .11 |
| Improvement of the communication with other providers | 9 (2.2) | 58 (3.54) | 10 (3.2) | .38 | 9 (2.2) | 42 (2.57) | 4 (1.3) | .38 |
| Introduction of guidelines | 2 (0.5) | 63 (3.85) | 11 (3.6) | .002 | 1 (0.2) | 41 (2.50) | 9 (2.9) | .01 |
| Dismissing staff | 10 (2.4) | 43 (2.63) | 3 (1.0) | .21 | 6 (1.5) | 37 (2.26) | 3 (1.0) | .23 |
| Higher usage of guidelines | 7 (1.7) | 42 (2.57) | 8 (2.6) | .58 | 6 (1.5) | 31 (1.89) | 2 (0.7) | .27 |
| Planning of follow-up tests | 8 (1.9) | 32 (1.95) | 6 (1.9) | .99 | 9 (2.2) | 24 (1.47) | 2 (0.7) | .24 |
| Hygiene improvement measures | 8 (1.9) | 33 (2.02) | 7 (2.3) | .96 | 5 (1.2) | 25 (1.53) | 3 (1.0) | .70 |
| Others | 13 (3.2) | 57 (3.48) | 16 (5.2) | .30 | 17 (4.1) | 76 (4.64) | 15 (4.8) | .88 |
| I have not implemented any measures | 229 (55.5) | 766 (46.79) | 183 (59.0) | <.001 | 241 (58.4) | 865 (52.84) | 218 (70.3) | <.001 |
aP value was calculated using chi-square test.
bIT: Information Technology.