Table 6 Patient satisfaction (Europep Questionnaire)

Questions/items % of answer excellent

Relation and communication

1. Making you feel you had time during consultation? *

2. Interest in your personal situation?*

3. Making it easy for you to tell him or her about your problem?*

4. Involving you in decisions about your medical care?

5. Listening to you? *

6. Keeping your records and data confidential? *

Medical care

7. Quick relief of your symptoms?

8. Helping you to feel well so that you can perform your normal daily activities?

9. Thoroughness? *

10. Physical examination of you? *

11. Offering you services for preventing diseases (screening, health checks, immunizations)

Information and support

12. Explaining the purpose of tests and treatments?

13. Telling you what you wanted to know about your symptoms and/or illness?

14. Helping you deal with emotional problems related to your health status?*

15. Helping you understand the importance of following his or her advice?

Continuity and cooperation

16. Knowing what s/he had done or told you during earlier contacts? *

17. Preparing you for what to expect from specialist or hospital care?

Facilities availability and accessibility

18. The helpfulness of the staff (other than the doctor)?

19. Getting an appointment to suit you?

20. Getting through to the practice on telephone? *

21. Being able to speak to the general practitioner on the telephone?

22. Waiting time in the waiting room? *

23. Providing quick services for urgent health problems?