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Chronically Well!

Concerto Health Capsule
November 2013

Patient Satisfaction Assessment

When rate of positive responses exceeds 95%

In the general population, given that:

  • 50% of people have one chronic disease;
  • these people account for 90% of hospital admissions;
  • the majority of people with chronic diseases have three or more concomitant diseases;
  • the average age of these patients is in the early sixties;

Quebec health system managers must take concrete action when it comes to chronic diseases and interdisciplinary primary care. In the light of studies conducted to date in this area, and insight from the Health and Welfare Commissioner and the committee on patient-based health care funding, the government's response is eagerly anticipated by the population and the health care community.

More specifically, and in light of the results collected, below are three successful aspects to include (rate of positive responses exceeding 95%) and three needs to fill (rate below 70%).

Three successful aspects to include (rate of positive response exceeding 95%)

1. Provide concrete, respectful support for patients

This dimension (Problem-solving/Contextual) had the highest positive response rate among patients. The highest scores relate to the fact that they were asked:

  • If they were helped to plan ahead to take care of their chronic condition in hard times (99.3%);
  • If they were helped to make a treatment plan that they could do in their daily life (96.5%);
  • If their values and traditions were considered when treatment was recommended (95.7%).

2. Coordinate the services offered in a medical clinic

Patients had a very positive assessment of this dimension (Delivery system design/Decision support). Concretely, patients appreciated:

  • How well their care was organized at their medical clinic (98.6%).

3. Tailor the care

In this dimension (Goal-setting/Tailoring), the patients surveyed particularly liked that:

  • They were asked questions about their lifestyle habits (97.9%);
  • They received help to set goals to improve their eating and exercise (95.7%).

Three needs to fill (rate of positive responses below 70%)

1. Direct patients to self-help groups in the community

Few patients (55%) said that they were directed to self-help groups in the community, although literature and experience in this area show the value added by this type of support.

2. Devote more attention to patients with two chronic diseases

The number of positive responses among patients with two chronic diseases was much lower with respect to coordination (66.1%) and whole person care (68.4%). This study does not make it possible to explain these results, but it may be an invitation to set up the prevention and education activities, and the interdisciplinary follow-up required for this type of patient.

3. Take action earlier for patients in their forties

People in their forties gave lower positive responses about the coordination of services (68.3 %) than individuals in the other age groups. This study does not make it possible to explain these results, but once again, it may be an invitation to take action earlier and to prevent complications among people who already risk developing complications or other chronic diseases. The question arises whether a strategy should be developed for people in this age group.

Satisfaction Assesment of Patients with Chronic Diseases: When Interdisciplinarity Brings Evidence

Part 1 – Data collection and analysis methodology – November 2013
Part 2 – Results by five assessment areas – November 2013
Part 3 – Results by assessment area, number of pathologies and some sociodemographic data – November 2013
Part 4 – Highlights, successful aspects to include and needs to fill – November 2013

*As part of a showcase project carried out in two family medicine groups for two years, pursuant to a collaboration agreement between the Centre de santé et des service sociaux du Sud de Lanaudière, the Agence de la santé et des services sociaux de Lanaudière, the Ministère de la Santé et des Services sociaux and Concerto Health Group, a group of experts in medicine, nursing, and management ( The showcase project was supported by technology partner Bell Canada, and by five pharmaceutical partners: Sanofi, Astra Zeneca, Pfizer, Bristol-Myers Squibb and Shire.

** The patient satisfaction assessment questionnaire was structured according to the dimensions and questions validated as part of two research efforts. 1. Pan-Canadian study in chronic diseases and primary health care: Patient Assessment of Chronic Illness Care or PACIC, Cameron N. McIntosh, Statistics Canada, 2008. 2. Measurement of the effects of the Patient- Centered Medical Home models (Jaén et al., 2010 & Nutting et al., 2010).

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