{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,10,13]],"date-time":"2026-10-13T06:22:38Z","timestamp":1791872558456,"version":"4.3.4"},"reference-count":42,"publisher":"Springer Science and Business Media LLC","issue":"1","license":[{"start":{"date-parts":[[2019,6,10]],"date-time":"2019-06-10T00:00:00Z","timestamp":1560124800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"},{"start":{"date-parts":[[2019,6,10]],"date-time":"2019-06-10T00:00:00Z","timestamp":1560124800000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["BMC Fam Pract"],"published-print":{"date-parts":[[2019,12]]},"DOI":"10.1186\/s12875-019-0973-0","type":"journal-article","created":{"date-parts":[[2019,6,10]],"date-time":"2019-06-10T17:02:34Z","timestamp":1560186154000},"update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":28,"title":["What matters to people with chronic conditions when accessing care in Australian general practice? A qualitative study of patient, carer, and provider perspectives"],"prefix":"10.1186","volume":"20","author":[{"given":"Hyun Jung","family":"Song","sequence":"first","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Sarah","family":"Dennis","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Jean-Fr\u00e9d\u00e9ric","family":"Levesque","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-0705-8913","authenticated-orcid":false,"given":"Mark Fort","family":"Harris","sequence":"additional","affiliation":[],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"297","published-online":{"date-parts":[[2019,6,10]]},"reference":[{"issue":"6","key":"973_CR1","first-page":"717","volume":"78","author":"CJ Murray","year":"2000","unstructured":"Murray CJ, Frenk J. A framework for assessing the performance of health systems. Bull World Health Organ. 2000;78(6):717\u201331.","journal-title":"Bull World Health Organ"},{"key":"973_CR2","unstructured":"Picker Institute Europe. Using patient feedback: a practical guide to improving patient experience. 2009."},{"key":"973_CR3","unstructured":"Agency for Clinical Innovation. Patient experience and consumer engagement: a framework for action. New South Wales: Agency for Clinical Innovation; 2015."},{"key":"973_CR4","unstructured":"Wong ST, Haggerty J. Measuring patient experiences in primary health care: a review and classification of items and scales used in publicly-available questionnaires. Vancouver, Canada: University of British Columbia; 2013."},{"issue":"7557","key":"973_CR5","doi-asserted-by":"publisher","first-page":"1","DOI":"10.1136\/bmj.333.7557.1","volume":"333","author":"A Coulter","year":"2006","unstructured":"Coulter A. Can patients assess the quality of health care? Patients'surveys should ask about real experiences of medical care. BMJ: British Medical Journal. 2006;333(7557):1\u20132.","journal-title":"BMJ: British Medical Journal"},{"issue":"8","key":"973_CR6","doi-asserted-by":"publisher","DOI":"10.1136\/bmjopen-2016-011907","volume":"6","author":"H Gleeson","year":"2016","unstructured":"Gleeson H, Calderon A, Swami V, Deighton J, Wolpert M, Edbrooke-Childs J. Systematic review of approaches to using patient experience data for quality improvement in healthcare settings. BMJ Open. 2016;6(8):e011907.","journal-title":"BMJ Open"},{"issue":"2","key":"973_CR7","doi-asserted-by":"publisher","first-page":"55","DOI":"10.5694\/mja18.00333","volume":"209","author":"MF Harris","year":"2018","unstructured":"Harris MF, Harris-Roxas B, Knight AW. Care of patients with chronic disease: achievements in Australia over the past decade. Med J Aust. 2018;209(2):55\u20137.","journal-title":"Med J Aust"},{"issue":"2","key":"973_CR8","doi-asserted-by":"crossref","first-page":"104","DOI":"10.5694\/j.1326-5377.2007.tb01152.x","volume":"187","author":"MF Harris","year":"2007","unstructured":"Harris MF, Zwar NA. Care of patients with chronic disease: the challenge for general practice. Med J Aust. 2007;187(2):104\u20137.","journal-title":"Med J Aust"},{"key":"973_CR9","unstructured":"Zwar N, Harris M, Griffiths R, Roland M, Dennis S, Powell Davies G, et al. A systematic review of chronic disease management. Canberra: Australian Primary Health Care Research Institute; 2006."},{"issue":"8","key":"973_CR10","first-page":"S53","volume":"188","author":"SM Dennis","year":"2008","unstructured":"Dennis SM, Zwar N, Griffiths R, Roland M, Hasan I, Powell Davies G, et al. Chronic disease management in primary care: from evidence to policy. Med J Aust. 2008;188(8 Suppl):S53\u20136.","journal-title":"Med J Aust"},{"key":"973_CR11","doi-asserted-by":"crossref","unstructured":"Swami M, Gravelle H, Scott A, Williams J. Hours worked by general practitioners and waiting times for primary care. Health Econ. 2018.","DOI":"10.1002\/hec.3782"},{"issue":"2","key":"973_CR12","doi-asserted-by":"publisher","first-page":"213","DOI":"10.1016\/0277-9536(94)E0074-3","volume":"40","author":"SA Buetow","year":"1995","unstructured":"Buetow SA. What do general practitioners and their patients want from general practice and are they receiving it? A framework Social science & medicine (1982). 1995;40(2):213\u201321.","journal-title":"A framework Social science & medicine (1982)"},{"issue":"2","key":"973_CR13","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1071\/PY12096","volume":"20","author":"B Cuesta-Briand","year":"2014","unstructured":"Cuesta-Briand B, Saggers S, McManus A\u2018. It still leaves me sixty dollars out of pocket\u2019: experiences of diabetes medical care among low-income earners in Perth. Australian Journal of Primary Health. 2014;20(2):143\u201350.","journal-title":"Australian Journal of Primary Health"},{"key":"973_CR14","unstructured":"Australian Government Department of Health. Chronic disease management (formerly enhanced primary care or EPC) \u2014 GP services. In: Department of Health, editor. Canberra, Australia2014."},{"issue":"4","key":"973_CR15","doi-asserted-by":"publisher","first-page":"261","DOI":"10.5694\/mja13.10161","volume":"199","author":"LK Wickramasinghe","year":"2013","unstructured":"Wickramasinghe LK, Schattner P, Hibbert ME, Enticott JC, Georgeff MP, Russell GM. Impact on diabetes management of general practice management plans, team care arrangements and reviews. Med J Aust. 2013;199(4):261\u20135.","journal-title":"Med J Aust"},{"issue":"11\u201312","key":"973_CR16","doi-asserted-by":"crossref","first-page":"618","DOI":"10.5694\/j.1326-5377.2008.tb02214.x","volume":"189","author":"JA Smith","year":"2008","unstructured":"Smith JA, Braunack-Mayer AJ, Wittert GA, Warin MJ. Qualities men value when communicating with general practitioners: implications for primary care settings. Med J Aust. 2008;189(11\u201312):618\u201321.","journal-title":"Med J Aust"},{"issue":"2","key":"973_CR17","doi-asserted-by":"crossref","first-page":"62","DOI":"10.5694\/j.1326-5377.2009.tb02276.x","volume":"190","author":"PJ Magin","year":"2009","unstructured":"Magin PJ, Adams J, Heading GS, Pond CD. Patients with skin disease and their relationships with their doctors: a qualitative study of patients with acne, psoriasis and eczema. Med J Aust. 2009;190(2):62\u20134.","journal-title":"Med J Aust"},{"issue":"11","key":"973_CR18","first-page":"927","volume":"38","author":"A Bonney","year":"2009","unstructured":"Bonney A, Phillipson L, Jones SC, Iverson D. Older patients' attitudes to general practice registrars - a qualitative study. Aust Fam Physician. 2009;38(11):927\u201331.","journal-title":"Aust Fam Physician"},{"issue":"6","key":"973_CR19","doi-asserted-by":"publisher","first-page":"355","DOI":"10.1111\/j.1440-1584.2008.01016.x","volume":"16","author":"SE Hall","year":"2008","unstructured":"Hall SE, Holman CD, Threlfall T, Sheiner H, Phillips M, Katriss P, et al. Lung cancer: an exploration of patient and general practitioner perspectives on the realities of care in rural Western Australia. The Australian journal of rural health. 2008;16(6):355\u201362.","journal-title":"The Australian journal of rural health"},{"key":"973_CR20","doi-asserted-by":"crossref","unstructured":"Hernan AL, Giles SJ, Fuller J, Johnson JK, Walker C, Dunbar JA. Patient and carer identified factors which contribute to safety incidents in primary care: a qualitative study. BMJ Quality & Safety. 2015;24(9):583.","DOI":"10.1136\/bmjqs-2015-004049"},{"issue":"2","key":"973_CR21","doi-asserted-by":"crossref","first-page":"70","DOI":"10.5694\/j.1326-5377.2004.tb06175.x","volume":"181","author":"FA Infante","year":"2004","unstructured":"Infante FA, Proudfoot JG, Powell Davies G, Bubner TK, Holton CH, Beilby JJ, et al. How people with chronic illnesses view their care in general practice: a qualitative study. Med J Aust. 2004;181(2):70\u20133.","journal-title":"Med J Aust"},{"issue":"1","key":"973_CR22","doi-asserted-by":"crossref","first-page":"30","DOI":"10.5694\/j.1326-5377.2003.tb05414.x","volume":"179","author":"J Oldroyd","year":"2003","unstructured":"Oldroyd J, Proudfoot J, Infante FA, Powell Davies G, Bubner T, Holton C, et al. Providing healthcare for people with chronic illness: the views of Australian GPs. Med J Aust. 2003;179(1):30\u20133.","journal-title":"Med J Aust"},{"key":"973_CR23","doi-asserted-by":"crossref","unstructured":"Cowan H. Why carers matter. BMJ. 2018:361.","DOI":"10.1136\/bmj.k2385"},{"issue":"2","key":"973_CR24","doi-asserted-by":"publisher","first-page":"77","DOI":"10.1191\/1478088706qp063oa","volume":"3","author":"V Braun","year":"2006","unstructured":"Braun V, Clarke V. Using thematic analysis in psychology. Qual Res Psychol. 2006;3(2):77\u2013101.","journal-title":"Qual Res Psychol"},{"key":"973_CR25","unstructured":"Australian Government Department of Health. Chronic Disease Managment Provider Information. In: Health Do, editor. Canberra, Australia2014."},{"issue":"1","key":"973_CR26","doi-asserted-by":"publisher","first-page":"22","DOI":"10.1186\/1750-1172-8-22","volume":"8","author":"M Anderson","year":"2013","unstructured":"Anderson M, Elliott EJ, Zurynski YA. Australian families living with rare disease: experiences of diagnosis, health services use and needs for psychosocial support. Orphanet Journal of Rare Diseases. 2013;8(1):22.","journal-title":"Orphanet Journal of Rare Diseases"},{"key":"973_CR27","first-page":"630","volume":"44","author":"E Elliott","year":"2015","unstructured":"Elliott E, Zurynski Y. Rare diseases are a \u2018common\u2019 problem for clinicians. Aust Fam Physician. 2015;44:630\u20133.","journal-title":"Aust Fam Physician"},{"issue":"4","key":"973_CR28","doi-asserted-by":"publisher","first-page":"922","DOI":"10.1016\/S0885-3924(03)00327-0","volume":"26","author":"JF Deeken","year":"2003","unstructured":"Deeken JF, Taylor KL, Mangan P, Yabroff KR, Ingham JM. Care for the caregivers: a review of self-report instruments developed to measure the burden, needs, and quality of life of informal caregivers. J Pain Symptom Manag. 2003;26(4):922\u201353.","journal-title":"J Pain Symptom Manag"},{"issue":"4","key":"973_CR29","doi-asserted-by":"publisher","first-page":"391","DOI":"10.1002\/nur.20259","volume":"31","author":"GI Novick","year":"2008","unstructured":"Novick GI. There a Bias against telephone interviews in qualitative research? Research in nursing & health. 2008;31(4):391\u20138.","journal-title":"Research in nursing & health"},{"issue":"1","key":"973_CR30","doi-asserted-by":"publisher","first-page":"18","DOI":"10.1186\/1475-9276-12-18","volume":"12","author":"J-F Levesque","year":"2013","unstructured":"Levesque J-F, Harris MF, Russell G. Patient-centred access to health care: conceptualising access at the interface of health systems and populations. Int J Equity Health. 2013;12(1):18.","journal-title":"Int J Equity Health"},{"issue":"3","key":"973_CR31","doi-asserted-by":"publisher","first-page":"223","DOI":"10.1071\/PY16093","volume":"23","author":"L Corscadden","year":"2017","unstructured":"Corscadden L, Levesque JF, Lewis V, Breton M, Sutherland K, Weenink JW, et al. Barriers to accessing primary health care: comparing Australian experiences internationally. Aust J Prim Health. 2017;23(3):223\u20138.","journal-title":"Aust J Prim Health."},{"key":"973_CR32","unstructured":"Australian Bureau of Statistics. Patient Experiences in Australia: Summary of Findings, 2016\u201317 Caberra, Australia: ABS; 2017 [Available from: \n                    https:\/\/www.abs.gov.au\/ausstats\/abs@.nsf\/Lookup\/4839.0main+features12016-17\n                    \n                  ."},{"issue":"2","key":"973_CR33","doi-asserted-by":"publisher","first-page":"79","DOI":"10.5694\/mja16.00287","volume":"205","author":"J Henderson","year":"2016","unstructured":"Henderson J, Valenti LA, Britt HC, Bayram C, Wong C, Harrison C, et al. Estimating non-billable time in Australian general practice. Med J Aust. 2016;205(2):79\u201383.","journal-title":"Med J Aust"},{"issue":"2","key":"973_CR34","doi-asserted-by":"publisher","first-page":"87","DOI":"10.5694\/mja14.00697","volume":"202","author":"R De Abreu Lourenco","year":"2015","unstructured":"De Abreu Lourenco R, Kenny P, Haas MR, Hall JP. Factors affecting general practitioner charges and Medicare bulk-billing: results of a survey of Australians. Med J Aust. 2015;202(2):87\u201390.","journal-title":"Med J Aust"},{"issue":"2","key":"973_CR35","doi-asserted-by":"publisher","first-page":"135","DOI":"10.1111\/j.1467-842X.2004.tb00926.x","volume":"28","author":"A Khan","year":"2004","unstructured":"Khan A, Hussain R, Plummer D, Minichiello V. Factors associated with bulk billing: experience from a general practitioners' survey in New South Wales. Aust N Z J Public Health. 2004;28(2):135\u20139.","journal-title":"Aust N Z J Public Health"},{"issue":"1","key":"973_CR36","doi-asserted-by":"publisher","first-page":"163","DOI":"10.1186\/s12939-016-0450-5","volume":"15","author":"C Davy","year":"2016","unstructured":"Davy C, Harfield S, McArthur A, Munn Z, Brown A. Access to primary health care services for indigenous peoples: a framework synthesis. Int J Equity Health. 2016;15(1):163.","journal-title":"Int J Equity Health"},{"issue":"1","key":"973_CR37","doi-asserted-by":"publisher","first-page":"14","DOI":"10.1071\/PY16147","volume":"24","author":"J Taylor","year":"2018","unstructured":"Taylor J, Lamaro Haintz G. Influence of the social determinants of health on access to healthcare services among refugees in Australia. Aust J Prim Health. 2018;24(1):14\u201328.","journal-title":"Aust J Prim Health"},{"issue":"1","key":"973_CR38","doi-asserted-by":"publisher","first-page":"195","DOI":"10.1186\/s12939-017-0694-8","volume":"16","author":"A Floyd","year":"2017","unstructured":"Floyd A, Sakellariou D. Healthcare access for refugee women with limited literacy: layers of disadvantage. Int J Equity Health. 2017;16(1):195.","journal-title":"Int J Equity Health"},{"key":"973_CR39","doi-asserted-by":"publisher","first-page":"143","DOI":"10.1186\/1472-6963-12-143","volume":"12","author":"C Aspin","year":"2012","unstructured":"Aspin C, Brown N, Jowsey T, Yen L, Leeder S. Strategic approaches to enhanced health service delivery for aboriginal and Torres Strait islander people with chronic illness: a qualitative study. BMC Health Serv Res. 2012;12:143.","journal-title":"BMC Health Serv Res"},{"key":"973_CR40","unstructured":"Australian Bureau of Statistics. 4430.0 - Disability, Ageing and Carers, Australia: Summary of Findings, 2015. A Profile of Carers in Australia. Canberra, Australia: ABS; 2016 [Available from: \n                    http:\/\/www.abs.gov.au\/ausstats\/abs@.nsf\/Latestproducts\/4430.0Main%20Features602015?opendocument&tabname=Summary&prodno=4430.0&issue=2015&num=&view=\n                    \n                  ."},{"issue":"10","key":"973_CR41","first-page":"S14","volume":"189","author":"NJ Glasgow","year":"2008","unstructured":"Glasgow NJ, Jeon YH, Kraus SG, Pearce-Brown CL. Chronic disease self-management support: the way forward for Australia. Med J Aust. 2008;189(10 Suppl):S14\u20136.","journal-title":"Med J Aust"},{"issue":"9","key":"973_CR42","doi-asserted-by":"publisher","first-page":"e011417-e","DOI":"10.1136\/bmjopen-2016-011417","volume":"6","author":"R Hussain","year":"2016","unstructured":"Hussain R, Wark S, Dillon G, Ryan P. Self-reported physical and mental health of Australian carers: a cross-sectional study. BMJ Open. 2016;6(9):e011417-e.","journal-title":"BMJ Open"}],"container-title":["BMC Family Practice"],"original-title":[],"language":"en","link":[{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/s12875-019-0973-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/article\/10.1186\/s12875-019-0973-0\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"http:\/\/link.springer.com\/content\/pdf\/10.1186\/s12875-019-0973-0.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2020,6,8]],"date-time":"2020-06-08T23:08:29Z","timestamp":1591657709000},"score":1,"resource":{"primary":{"URL":"https:\/\/bmcfampract.biomedcentral.com\/articles\/10.1186\/s12875-019-0973-0"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2019,6,10]]},"references-count":42,"journal-issue":{"issue":"1","published-print":{"date-parts":[[2019,12]]}},"alternative-id":["973"],"URL":"https:\/\/doi.org\/10.1186\/s12875-019-0973-0","relation":{},"ISSN":["1471-2296"],"issn-type":[{"value":"1471-2296","type":"electronic"}],"subject":[],"published":{"date-parts":[[2019,6,10]]},"assertion":[{"value":"29 March 2019","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"4 June 2019","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"10 June 2019","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"Ethics approval was provided by the Human Research Ethics Committee at University of New South Wales (HC16529). All participants were provided with a participant information sheet and returned their consent.","order":1,"name":"Ethics","group":{"name":"EthicsHeading","label":"Ethics approval and consent to participate"}},{"value":"Not applicable.","order":2,"name":"Ethics","group":{"name":"EthicsHeading","label":"Consent for publication"}},{"value":"Mark Harris is a member of the editorial board (Section Editor) of this Journal. The authors declare no other competing interests.","order":3,"name":"Ethics","group":{"name":"EthicsHeading","label":"Competing interests"}}],"article-number":"79"}}