Patient satisfaction with family practice in Turkey: Three-year trend from 2010 to 2012

Figures & data

Figure 1. Mean patient satisfaction scores of different dimensions.

Figure 2. Mean satisfaction scores compared throughout 2010–2012.

Figure 3. Cumulative representation of the most important reasons of dissatisfaction in 2012.

Table 1. Satisfaction percentages based on individual study questions throughout the years..

		2010		2011		2012
		n (%)	95% CI	n (%)	95% CI	n (%)	95% CI
Q1	Making you feel you had time during consultations	27 472 (79.9)	79.4–80.4	32 480 (93.5)	93.3–93.8	30 656 (94.2)	93.9–94.4
Q2	Interest in your personal situation	26 286 (78.2)	77.7–78.7	31 843 (91.9)	91.6–92.2	30 404 (93.6)	93.3–93.8
Q3	Making it easy to tell about your problems	27 854 (81.3)	80.8–81.7	32 526 (93.8)	93.6–94.1	30 689 (94.6)	94.3–94.8
Q4	Involving you in decisions about medical care	25 920 (77.0)	76.5–77.5	31 365 (90.7)	90.4–91.0	30 009 (92.7)	92.4–93.0
Q5	Listening to you	29 390 (85.5)	85.1–85.9	32 865 (94.7)	94.5–95.0	31 012 (95.3)	95.0–95.5
Q6	Keeping your records and data confidential	26 960 (85.7)	85.3–86.2	30 307 (91.2)	90.9–91.5	29 976 (94.4)	94.1–94.6
Q7	Quick relief of your symptoms	26 241 (77.1)	76.6–77.6	31 022 (89.7)	89.4–90.0	29 690 (91.7)	91.4–92.1
Q8	Helping to perform your normal daily activities	25 977 (77.2)	76.7–77.7	31 121 (90.3)	90.0–90.7	29 745 (92.3)	92.0–92.6
Q9	Thoroughness	28 900 (84.1)	83.7–84.6	32 488 (93.6)	93.4–93.9	30 498 (93.8)	93.5–94.0
Q10	Physical examination	29 032 (84.8)	84.4–85.2	32 398 (93.8)	93.5–94.0	30 555 (94.0)	93.8–94.3
Q11	Offering you services for preventing	26 851 (82.0)	81.5–82.4	29 487 (88.6)	88.2–88.9	29 235 (91.0)	90.7–91.4
Q12	Explaining the purpose of tests and treatments	26 338 (78.9)	78.4–79.4	30 230 (88.9)	88.6–89.3	29 511 (91.3)	90.9–91.6
Q13	Telling about your symptoms and/or illness	27 506 (80.5)	80.0–81.0	31 732 (91.8)	91.5–92.1	30 111 (92.9)	92.6–93.2
Q14	Help in dealing with emotional problems	23 356 (72.7)	72.1–73.3	28 822 (85.6)	85.2–86.0	28 464 (88.9)	88.5–89.3
Q15	Helping understand importance of following advice	26 553 (78.4)	77.9–78.9	31 319 (90.7)	90.4–91.1	29 809 (92.3)	92.0–92.6
Q16	Knowing what has been done during previous contacts	24 528 (73.4)	72.8–73.9	29 584 (86.7)	86.3–87.1	28 771 (89.3)	88.9–89.7
Q17	Preparing what to expect from specialists	24 089 (76.6)	76.1–77.1	28 406 (87.9)	87.5–88.2	28 658 (90.3)	90.0–90.6
Q18	The helpfulness of the staff	28 498 (83.9)	83.5–84.3	30 020 (87.2)	86.8–87.5	29 381 (90.7)	90.4–91.1
Q19	Getting an appointment to suit you	18 927 (74.0)	73.4–74.7	25 612 (84.5)	84.1–85.0	28 100 (89.3)	88.9–89.6
Q20	Getting through to the practice on the phone	16 827 (68.3)	67.6–69.0	19 293 (75.0)	74.4–75.6	25 452 (82.3)	81.8–82.8
Q21	Being able to speak to the GP on the telephone	15 006 (61. 8)	61.0–62.6	17 512 (69.7)	69.1–70.4	23 779 (77.7)	77.2–78.3
Q22	Waiting time in the waiting room	23 281 (69.0)	68.4–69.6	27 120 (78.5)	78.0–79.0	27 296 (84.2)	83.7–84.6
Q23	Quick services for urgent health problems	24 126 (78.0)	77.5–78.6	28 689 (87.1)	86.7–87.5	28 720 (90.2)	89.8–90.5
Q24	General behaviour of the doctor in the family practice	27 899 (81.8)	81.3–82.2	31 986 (92.3)	92.0–92.6	30 301 (93.2)	92.9–93.4
Q25	Health services in general	27 873 (81.1)	80.7–81.6	31 172 (89.8)	89.4–90.1	29 765 (91.5)	91.1–91.8
Q26	Physical conditions of the family practice	23 932 (69.9)	69.3–70.4	28 091 (80.9)	80.5–81.4	27 478 (84.5)	84.0–84.9

Figure 4. Comparison of mean EUROPEP satisfaction percentages between European countries (2011 data).

Table 2. Comparison of mean EUROPEP satisfaction percentages between European countries based on individual questions (Data of 2011).

	Austria	Belgium	France	Germany	The Netherlands	Slovenia	Sweden	UK	Turkey
Making you feel you had time during consultations	87.4	95	88.1	86.3	87.8	88.1	95.1	89	93.6
Interest in your personal situation	90.7	93.9	89.9	87.6	82.5	77.1	95.2	86.1	91.9
Making it easy to tell about your problems	89.4	92.9	90.5	87.3	85.1	85.1	93.9	89.4	93.9
Involving you in decisions about medical care	87.7	93.7	86.2	83	84.5	83.9	92.7	83.3	90.8
Listening to you	90.5	94.6	90.6	88	89.4	94	95.3	90.1	94.8
Keeping your records and data confidential	94.1	95.4	96.6	91.2	91.9	96.6	97	95.1	91.2
Quick relief of your symptoms	83.6	92.3	88.1	75.3	84.2	92.8	89	87	89.7
Helping to perform your normal daily activities	88.1	93.5	89.4	83.4	84.6	90.2	93.6	84.9	90.4
Thoroughness	88.9	94.9	88.8	84.8	86.9	92	94.4	87.5	93.7
Physical examination	88.4	93.6	89	82.4	86.8	91.3	94.4	85.4	93.8
Offering you services for preventing	88.5	86.8	90.3	83.2	87.6	86.7	90.3	79.9	88.6
Explaining the purpose of tests and treatments	88.6	93.8	91.3	86.3	87.3	89.7	93.6	86.1	89.0
Telling about your symptoms and/or illness	88.6	93	89.7	84.7	88.3	88.9	96.2	83.3	91.9
Help in dealing with emotional problems	85.3	89.5	86	79.9	78.1	83	91.1	72.6	85.7
Helping understand importance of following advice	87.8	93.1	86.5	83.7	83.1	90	92.2	82.1	90.8
Knowing what has been done during previous contacts	85.9	91.1	91.2	78.3	82	88.9	90.5	79.4	86.8
Preparing what to expect from specialists	80.7	87.8	87.5	79.8	78.9	86.2	89.6	76.7	87.9
The helpfulness of the staff	92.5	90.2	88.1	92.5	85.6	91.9	94.6	83.8	87.2
Getting an appointment to suit you	91.7	91.4	88.4	90.4	83.8	89.9	97.4	76	84.6
Getting through to the practice on the phone	92.7	95.6	90.6	95	73	83.3	94.9	65.4	74.0
Being able to speak to the GP on the telephone	81.8	94.3	86.4	83.8	71.2	87.6	87.5	68.6	69.8
Waiting time in the waiting room	63.9	73.3	70.3	66.7	71.6	75.4	82.9	72.9	78.5
Quick services for urgent health problems	94.8	96.1	89.9	93.4	87.5	89.6	98	84	87.1
Mean	87.5	92.0	88.4	84.7	83.6	87.9	93.0	82.1	88.3
Range	63.9–94.8	73.3–96.1	70.3–96.6	66.7–95.0	71.2–91.9	75.4–96.6	82.9–98.0	65.4–95.1	90.5–99.0