Chilean primary healthcare reform: Health worker satisfaction assessment

Stemming from the national health reform, Chile has transitioned from the traditional model of primary care to the patient-centered family medicine model which emphasizes a team approach to healthcare delivery, involving physicians, social workers, nurses, midwives, and other professionals. While there has been much support of the family medicine model among policy experts, support from affected healthcare professionals remains unclear. This study assessed the level of satisfaction among healthcare practitioners in recently transitioned family medicine clinics comparing employee experiences in the new system to traditional primary care model. Over the course of two years, surveys were collected from 2 family medicine health centers in the Santiago, Chile metropolitan area. Sixty four individuals, representing every type of occupation in the health centers, completed the 26-question survey. 97% of the surveys were returned. Survey results illustrate that 62% of the respondents agree or strongly agree with the priorities and procedures implemented by their clinic, resulting from the adoption of the family medicine model. 72% of clinic personnel consider adoption of the family medicine model as beneficial to both patient and employee satisfaction. When compared to the previous model of primary care, 54% of respondents believe that patients receive higher quality of care; whereas only 5 % report a deteriorated level of care. Although there seems to be strong support for the new healthcare delivery model, several key challenges emerge. Staff training, technical assistance/ information systems training, and reduction of administrative tasks are important areas that need to be addressed.