Table 1. Results for patients’ experience of care.
| General items related to the experience of care A | |||
| Intervention group (PC+) (N = 370) |
Control group (HBOC) (N = 291) |
P-value B | |
| Satisfied % (n)C |
Satisfied % (n)C |
||
| Satisfaction with waiting time for appointment* | 98.1% (362) | 85.1% (245) | <0.000 |
| Findability of location | 98.4% (364) | 99.0% (286) | 0.522 |
| Feeling welcome and comfortable* | 99.5% (368) | 91.4% (265) | <0.000 |
| Helpful healthcare assistant* | 100.0% (370) | 97.3% (283) | 0.001 |
| Understandable explanation by healthcare assistant* | 99.7% (369) | 95.5% (274) | <0.000 |
| Sufficient facilities in waiting room* | 98.6% (365) | 82.5% (236) | <0.000 |
| Healthcare professionals were informed about the complaint* | 95.7% (353) | 86.0% (246) | <0.000 |
| Complaint was taken seriously* | 99.5% (368) | 95.1% (274) | <0.000 |
| Healthcare professionals listened carefully* | 98.9% (365) | 94.8% (275) | 0.002 |
| Healthcare professionals spent enough time* | 99.5% (368) | 95.5% (277) | 0.001 |
| Healthcare professionals treated you with respect* | 100.0% (369) | 95.5% (274) | <0.000 |
| Competence of healthcare professionals* | 100.0% (370) | 98.6% (278) | 0.022 |
| Overall help of healthcare professionals* | 100.0% (370) | 95.1% (274) | <0.000 |
| Understandable explanation of healthcare professionals* | 99.7% (368) | 94.1% (271) | <0.000 |
| Opportunity to ask questions* | 98.4% (364) | 93.8% (270) | 0.002 |
| Collaboration and alignment with GP* | 98.1% (355) | 87.5% (251) | <0.000 |
| Specific items related to the experience of care with the medical specialist (i.e. the cardiologist) | |||
|
Intervention group
(N = 370) |
Control group
(N = 291) |
P-valueB |
|
| The medical specialist … | Satisfied % (n)C |
Satisfied % (n)C |
|
| … took enough time* | 99.5% (365) | 93.1% (270) | <0.000 |
| … was informed about complaint* | 95.9% (352) | 91.3% (262) | 0.014 |
| . . . explained the results of the consultation and diagnostics sufficiently and in an understandable way* | 99.2% (362) | 94.1% (271) | <0.000 |
| … provided information about treatment options* | 95.5% (340) | 90.4% (253) | 0.010 |
| … involved the patient in decision about the treatment* | 89.0% (154) | 78.4% (127) | 0.008 |
| Additional items related to the patients’ experience of care | |||
|
Intervention group
(N = 370) |
Control group
(N = 291) |
P-value B | |
| Yes % (n)C | Yes % (n)C | ||
| Waiting time for appointment less than 8 days* | 83.5% (308) | 36.1% (103) | <0.000 |
| Waiting time in waiting room less than 30 minutes* | 92.7% (342) | 87.1% (250) | 0.017 |
| Recommend PC+ centre/ hospital to family and friends* | 99.5% (367) | 92.0% (266) | <0.000 |
| Recommend medical specialist to family and friends* | 98.1% (358) | 89.0% (252) | <0.000 |
| Grades | |||
|
Intervention group mean (±SD) (N = 370) |
Control group mean (±SD) (N = 291) |
P-value B | |
| Grade for PC+ centre / HBOC (0–10)* | 9.04 (±0.95) | 8.05 (±1.14) | <0.000 D |
| Grade for medical specialist (0–10)* | 8.91 (±1.06) | 8.27 (±1.33) | <0.000 E |
Notes
* Item on which the groups differ significantly with a p-value < 0.05
A All Healthcare professionals involved, including doctors’ assistants and nurses at the PC+ centre/ hospital
B A chi-square test was used to test whether the two groups differ significantly
C The n represents the number of responses on the particular item, missing values are excluded (the N represents the response on the questionnaire)
D 95% CI = -1.143 –-0.824;
E 95% CI = -0.828 –-0.451.