ArticleBMC health services research2021
Patient satisfaction and loyalty in Japanese primary care: a cross-sectional study.
Article in BMC health services research, 2021. The graph could read no effect estimate from its abstract, so it casts no vote on the map. Cited by 10 papers.
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Who cites it
10 citing papers in PubMed.
- Primary Care Quality and Revisit Intention Among Hong Kong Older Adults: A Cross-Sectional Study.Healthcare (Basel, Switzerland) · 2026Article
- Patient and Attendant Satisfaction With Services at Medical College Hospital in Bangladesh: A Cross-Sectional Survey.Health services insights · 2026Article
- Article
- Evaluating quality and utilisation of primary care among older adults in Hong Kong: a mixed-methods study protocol.BMC primary care · 2025Article
- Service Quality Assessment of Digital Health Solutions in Outpatient Care: Qualitative Item Repository Development Study.JMIR formative research · 2025Article
- Comprehensiveness in Primary Care: A Scoping Review.The Milbank quarterly · 2025Article
- Article
- Evaluating Primary Healthcare Quality from Migrants and Refugees' Viewpoint.Medical journal of the Islamic Republic of Iran · 2024Article
- The quality of migrant patients' primary healthcare experiences and patient-centered medical home achievement by community health centers: results from the China greater bay area study.International journal for equity in health · 2023Article
- Competence and Attitude of Family Physicians towards Sexuality Regarding Their Sexual Orientation, Age, or Having a Partner-Survey Study and Validation.International journal of environmental research and public health · 2022Article
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Authors and funding
13 authors.
Funding
No grant is acknowledged in the PubMed record.
Abstract
backgroundThis study aimed to explore associations between various elements of primary care, patient satisfaction, and loyalty.
methodsThis cross-sectional study used a modified version of the Primary Care Assessment Tool (PCAT), which was adapted for Japan. We distributed the PCAT questionnaire to patients aged 20 years or older at five rural primary care centres in Japan. We confirmed the validity and reliability of the measure for our study. Next, we examined which elements of primary care were related to patient satisfaction and loyalty using Spearman's correlation and structural equation modelling.
resultsOf 220 eligible patients, 206 participated in this study. We developed nine component scales: first contact (regular access), first contact (urgent access), longitudinality, coordination, comprehensiveness (variety of care), comprehensiveness (risk prevention), comprehensiveness (health promotion), family-centeredness, and community orientation. Longitudinality and first contact (urgent access) were related with patient satisfaction. Longitudinality, first contact (regular access), and family-centeredness were related to patient loyalty. In the structural equation modelling analysis, two variables were significantly related to loyalty, namely a combined variable including longitudinality and first contact (regular access), along with family-centeredness.
conclusionsWhile a patient satisfaction model could not be distilled from the data, longitudinality, first contact (urgent access), and family-centeredness were identified as important elements for the cultivation of patient loyalty. This implies that primary care providers need to develop a deep understanding of patients' contexts and concerns and pay attention to their level of access to cultivate greater patient loyalty.
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