Rheumatology: the expectations and preferences of patients for their follow up monitoring care: a qualitative study to determine the dimensions of patients satisfaction

BACKGROUND: Patient satisfaction has rarely been defined. It is a multi-dimensional concept and relates to expectations and preferences for care. This paper reports the findings of a study to determine the expectations and preferences of rheumatology patients for their follow-up monitoring care. AIMS AND OBJECTIVES: To identify the dimensions of satisfaction important to rheumatology patients in the provision of their care in two locations; primary and secondary. The objectives were to determine the expectations and preferences of this group and to gather data to inform a larger study of patient satisfaction. DESIGN: This small qualitative study used semi-structured interviews with a convenient sample of 10 patients; five from each location. METHODS: Interviews were recorded and transcribed. Qualitative data analysis revealed a framework and conceptual categories. RESULTS: Empathy, specialism, information provision, technical aspects, time, and continuity of care were identified as being important in the provision of care for this group of patients. CONCLUSIONS: These categories had already been found in a validated questionnaire and justified the use of this tool in the larger comparative study. RELEVANCE TO CLINICAL PRACTICE: Patient satisfaction cannot be accurately assessed unless important categories of care are identified and used in the measurement tool.