Process quality, diagnosis quality, and patient satisfaction of primary care in Rural Western China: A study using standardized patients

Objectives: Patient satisfaction is an essential indicator of the doctor -patient relationship. This study aimed to investigate the relationship between primary care quality and patient satisfaction for non -communicable diseases (NCDs) in rural western China. Methods: The study utilized the standardized patients (SPs) approach to present typical symptoms of unstable angina and diabetes to rural healthcare providers. After the consultations, the SPs completed a satisfaction survey. Ordinary least squares and quantile regression were used to examine the association between quality of primary care and patient satisfaction. Results: We examined 178 anonymous SPs visits. The results showed that higher process quality for angina SPs was correlated with stronger satisfaction for provider ability at a low quantile of ability satisfaction. For diabetes SPs, higher process quality increased overall satisfaction at a low quantile of overall satisfaction, whereas a correct diagnosis significantly contributed to communication satisfaction at a high quantile of communication satisfaction. Conclusions: The study found positive associations between process and diagnosis quality and SPs satisfaction. Notably, the influence of process quality was most significant among patients with lower satisfaction levels. Practice implications: Provider's process quality could be a key area of improving the satisfaction levels, especially for patients with lower levels of satisfaction.