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Does receiving a copy of correspondence improve patients’ satisfaction with their out-patient consultation?

Published online by Cambridge University Press:  08 March 2006

N. C. Saunders ,
C. Georgalas ,
S. P. A. Blaney ,
H. Dixon  and
J. H. Topham
N. C. Saunders
Affiliation:
Department of Otolaryngology – Head and Neck Surgery, Royal Sussex County Hospital, Brighton, UK
C. Georgalas
Affiliation:
Department of Otolaryngology – Head and Neck Surgery, Royal Sussex County Hospital, Brighton, UK
S. P. A. Blaney
Affiliation:
Department of Otolaryngology – Head and Neck Surgery, Royal Sussex County Hospital, Brighton, UK
H. Dixon
Affiliation:
Department of Otolaryngology – Head and Neck Surgery, Royal Sussex County Hospital, Brighton, UK
J. H. Topham
Affiliation:
Department of Otolaryngology – Head and Neck Surgery, Royal Sussex County Hospital, Brighton, UK
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Abstract

It is standard practice to write to a patient’s general practitioner (GP) following an out-patients consultation. This study set out to assess whether sending a copy of this letter to the patient improves their satisfaction with the consultation. Two hundred patients were randomly assigned to receive or not to receive a copy of their GP letter. Their satisfaction was then assessed by means of a postal questionnaire. The two groups were compared to ensure that there was no significant difference between them with regard to any other aspect of their consultation. Those who did not receive a copy letter had a median overall satisfaction score of 7.75 whilst those who did had a median score of 9.0 (p = 0.014). The only other factors predictive of overall satisfaction were receiving an explanation of the problem and spending sufficient time with the doctor. Sending patients a copy of correspondence to their GP is one means of aiding communication and improving overall satisfaction.

Keywords

OutpatientsPatient SatisfactionCorrespondence
Type
Research Article
Information
The Journal of Laryngology & Otology , Volume 117 , Issue 2 , February 2003 , pp. 126 - 129
Copyright
© Royal Society of Medicine Press Limited 2003

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