Quality of the information supplied to patients by outpatient clinical units through multilevel model analysis

Abstract

Background. The influence of the information received by patients on their satisfaction is of great importance since, amongst other aspects, it can improve patients’ adherence to treatment and contribute to improving their state of health. The study aimed to determine, on the basis of satisfaction questionnaires, the percentage of variability in patients’ perception of the information received concerning way of life and medicines, attributed to the following levels: patient, clinical unit and specialisation. It also aimed to identify the variables that influence the results. Methods. Telephone interviews were conducted with 6,922 patients treated in outpatient units in the Navarre Health Service in the year 2005 (rate of reply, 92.4%). An evaluation was made of whether the patients had received medical prescription and information on way of life and, where affirmative, their evaluation of the quality of this information. Ninety-four outpatient clinics and 34 medical specialisations were analysed. A hierarchical statistical analysis at three levels was made. Results. In the items studied, the variability explained by clinical unit and medical specialisation oscillated between 0 and 12.6%, and explained by the patient between 87.4 and 99.3%. Conclusions. Variability was detected in the behaviour of the different clinical units in relation to medical prescription and information provided on way of life. However, the greater part of the variability was localised at the “patient” level.