FAMILY PAEDIATRICIANS IN THE METROPLITAN AREA OF MILAN: A CUSTOMER SATISFACTION SURVEY

Key words: Primary Care Paediatricians, Caregiver, Customer satisfaction

Objectives - To assess parents’ degree of satisfaction about caregiving by Primary Care Paediatricians (PCP).
Materials and methods - A customer satisfaction survey was carried out in the metropolitan area of Milan among 415 parents of children aged 0-14 years, attended by PCP of the National Health System. The ad hoc questionnaire was administered by Nextplora Research Institute through Computer Assisted Web Interviewing (CAWI) methodology.
Results - On average, 80% of the families refer uniquely to PCP as the caregiver for their children; only 20% refer sometime to a private paediatrician. Families showed a high degree of satisfaction (90%) about their PCP. 54% referred to PCP 3 or more times (76% for children under 3 yrs, but also 34% between 7-14 yrs) in the last year. 16% of the families requested a home visit in the last year, and the PCP satisfied the request in 70% of the cases. In the other 30%, he/she suggested an office visit or gave a phone advise. In 70% of cases the PCP is the main advisor for growth of the child, health education and vaccinations. About 80% of the children suffering from chronic diseases is assisted by PCP with specific care plans and more of 50% of the PCP execute in the office simple diagnostic tests for acute and chronic illnesses.
Conclusions - Involvement, competence and communication skills are perceived as particularly positive. Only a small minority complained about difficulties in reaching the doctor by phone or in obtaining an urgent visit. The interview was carried out also on a small sample of foreign families who confirmed their satisfaction about the PCP, but showed higher difficulties to obtain an office visit in case of urgency.