Satisfaction with care and perceptions of quality among injured workers in California's Workers' Compensation system.

OBJECTIVES

To examine satisfaction and perceptions of quality among injured workers after the 2004 reforms in California's Workers' Compensation system. Also, to investigate the impact of provider occupational medicine orientation and interpersonal behavior, access, and timeliness of care on injured worker satisfaction and quality, and to identify aspects of provider behavior and access with the potential for improving future satisfaction and quality.

METHODS

Ordered logistic regression using survey data from a representative sample of workers injured between April 1 and June 30, 2005.

RESULTS

Occupational medicine orientation, interpersonal behaviors, choice of provider, timeliness of care, and ease of access to specialists were associated with higher levels of satisfaction.

CONCLUSIONS

Injured workers report high levels of satisfaction and quality. Satisfaction and quality can be further improved by focusing on specific aspects of provider behavior and access.