Patient Influences on Satisfaction and Loyalty for GP Services

Abstract

Little is known about the influence that patients themselves have on their loyalty to a general practitioner (GP). Consequently, a theoretical framework that draws on diverse literature is proposed to suggest that along with satisfaction, patient loyalty is an important outcome for GPs. Comprising 174 Australian patients, this study identified that knowledgeable patients reported lower levels of loyalty while older patients and patients visiting a GP more frequently reported higher levels of loyalty. The results suggest that extending patient-centered care practices to encompass all patients may be warranted in order to improve patient satisfaction and loyalty. Further, future research opportunities abound, with intervention and dyadic research methodologies recommended.

KEYWORDS:

• demographics
• healthcare
• knowledge
• loyalty
• patient-centered care
• satisfaction

Notes

^a The alpha reliabilities for scales are reported on the diagonal in bold. Satisfaction was measured with two items.

*Correlation is significant at the 0.05 level (2-tailed).

**Correlation is significant at the 0.01 level (2-tailed).