Table 1.

Percentage of respondents who chose each response option for each item and mean gap for each item between expectations and experiences

	Experiences Please rate on a scale from 1 to 7 to what extent you agree with each sentence									Expectations Please rate from 1 to 7 to what extent each sentence is important to you									Mean Gap
	1	2	3	4	5	6	7	Not Relevant	Missing	1	2	3	4	5	6	7	Not Relevant	Missing
1. The clinic has up‐to‐date equipment	2.6	1.2	3.1	8.4	22.9	19.1	33.6	5.5	3.7	1	0.3	1.2	1.7	8.2	14.3	71.3	1.2	0.8	0.87
2. The clinic’s physical facilities are visually appealing	1	1.4	3	5.5	15.6	23.5	49.9		0.2	1.1	1.1	1.5	4	14.2	15	62.4	0.2	0.4	0.23
3. The clinic’s medical and technical equipment is in keeping with the type of services provided	2.5	1.2	2.9	6.3	18.3	25.1	37.7	3.8	2.2	0.4	0.1	0.6	1.2	5.5	13.8	76.7	0.9	0.9	0.86
4. The amount of money you pay for medication & other prescribed treatment is appropriate.	11.4	6	7.7	12.8	19.7	15.3	23.3	3.7	0.7	0.7	1.1	1.3	3.6	11.2	15.4	65.2	1.1	0.4	1.66
5. The amount of time you wait for a scheduled appointment with your regular doctor is short.	8.7	4.5	8.5	10.7	17.3	19.2	29.2	1.5	0.4	0.7	0.7	1.2	2.7	11.3	21	61	0.7	0.6	1.32
6. The amount of time you wait at your doctor’s office for your appointment to start is short.	8.1	4.9	9	14.9	22.9	20.6	18.3	0.8	0.4	1.2	0.8	1.2	2.9	13.4	21.6	57.6	0.7	0.7	1.49
7. The amount of time you wait for someone to answer the phone when you call your doctor’s office is short.	5.7	4	6.4	9.2	16.4	20.4	29.2	7.1	1.5	1.4	0.7	1.8	4.6	12.6	20.4	54	3.5	0.9	0.92
8. The doctor spends enough time for examination and explanations.	2.4	2.3	3.3	4.4	12.1	22.8	52.3	0.1	0.3	0.2	0.4	0.7	0.9	7.9	16.6	72.2	0.3	0.7	0.58
9. When you go to the doctor, you always see your regular doctor (not an assistant or partner).	2.3	2	1.7	4.3	7.7	16.3	64.2	0.9	0.7	1.1	0.3	1.2	2.7	11.5	15.5	66.6	0.3	0.7	0.17
10. Your doctor respects you.	0.7	0.4	0.7	1.5	4.3	12.8	79.2	0.2	0.2	0.8	0.1	0.2	1.2	4.8	11.1	81.1	0.2	0.5	0.05
11. The doctor’s explanations regarding your health problems or needed treatment are clear.	1.3	0.9	1.6	3.7	10.7	17.8	63.3	0.2	0.6	0.3	0.1	0.4	0.6	3.5	10.6	83.6	0.3	0.6	0.47
12. Your doctor has enough patience for your questions or worries.	1.6	1.3	1.7	3.5	10	18.1	63.4	0.2	0.3	0.5	0.1	0.4	0.7	6	13.8	77.4	0.4	0.7	0.38
13. Your doctor’s office location is convenient.	3.2	1.5	2.1	4	12.2	18.2	57.8	0.7	0.2	1.7	1.2	2.1	6.4	22.6	19.2	45.1	1.1	0.7	(−0.18)
14. Your doctor’s office opening hours are convenient.	3.7	2.7	4.9	8.1	18.7	19.7	41.5	0.3	0.4	0.4	0.6	1.1	2.8	13.2	21.3	59.5	0.2	0.8	0.71
15. Your doctor is interested in your way of life, and asks question regarding your lifestyle (such as diet, exercise habits and smoking or drinking problems).	12.1	5.8	6.9	10	16.5	14.3	33.1	0.9	0.4	3.4	1.9	4.3	6.9	19.9	20.4	41.9	0.5	0.7	0.81
16. Your doctor gives you clear explanations about healthier lifestyles (such as proper diet, exercise habits and the effects of smoking or drinking).	14.5	6.2	7.7	9.7	16.9	14.6	28.2	1.2	2.2	3.1	2.1	3.5	7.3	17.5	20.2	44.8	0.7	0.8	1.11
17. Your doctor offers you additional treatment in order to help you have a healthier lifestyle (such as smoking or drug‐use cessation counselling or workshops on diet and nutrition).	18.6	6.8	9	9.7	16	12.1	24.9	1.8	1	3.4	1.8	8.2	7.3	17.2	18.5	47.2	0.7	1	1.46
18. Your doctor encourages you to get immunizations.	19.2	4.5	6	6.9	10.3	12.9	36.7	2.7	0.7	4.8	2.1	3.6	6.3	16.4	17.2	47.3	1.5	1	1.01
19. Your doctor sends you for a regular check‐up routine, regardless of any physical problem (such as blood pressure measurement, testicular examination or mammography, or sight and hearing check‐ups).	18.8	5.3	5.4	7.5	12.1	13.5	34.8	1.5	1.1	2.9	1.2	1.5	3.6	13	18.1	57.9	0.3	1.6	1.42