• Donald A Barr.
• Department of Sociology, Stanford University, Stanford, CA 94305-2160, USA. barr@stanford.edu
• J Gen Intern Med. 2004 Sep 1; 19 (9): 937943937-43.

ObjectiveTo determine whether an established patient satisfaction scale commonly used in the primary care setting is sufficiently sensitive to identify racial/ethnic differences in satisfaction that may exist; to compare a composite indicator of overall patient satisfaction with a 4-item satisfaction scale that measures only the quality of the direct physician-patient interaction.DesignReal-time survey of patients during a primary care office visit.SettingPrivate medical offices in a generally affluent area of northern California.ParticipantsFive hundred thirty-seven primary care patients selected at random from those entering a medical office.Main Outcome MeasuresPatient satisfaction using 1) a composite, 9-item satisfaction scale (VSQ-9); and 2) a 4-item subset of that scale that measures only satisfaction with direct physician care.ResultsThe 9-item, composite scale identified no significant difference in patient satisfaction between white and nonwhite patients, after controlling for patient demographics and other aspects of the visit. The 4-item, physician-specific scale indicated that nonwhite patients were less satisfied than white patients with their direct interaction with the physicians included in the study (P ConclusionsMeasurements of patient satisfaction that use multi-item, composite indicators should also include focused comparisons of satisfaction directly with the care provided by the physician. In measurements of patient satisfaction, patient race/ethnicity should be included as an explanatory variable. The results also confirm earlier findings that factors external to the direct physician-patient interaction can have substantial effects on patients' perceptions of that interaction.

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