Health Affairs

At the Intersection of Health, Health Care and Policy
(published online November 15, 2012; 10.1377/hlthaff.2012.0884)
, 31, no.12 (2012):2805-2816Health Affairs
Health Information Technology, Less In Other Areas
A Survey Of Primary Care Doctors In Ten Countries Shows Progress In Use Of
Pierson and Sandra Applebaum
Cathy Schoen, Robin Osborn, David Squires, Michelle Doty, Petra Rasmussen, Roz
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By Cathy Schoen, Robin Osborn, David Squires, Michelle Doty, Petra Rasmussen, Roz Pierson, and
Sandra Applebaum
A Survey Of Primary Care Doctors
In Ten Countries Shows Progress
In Use Of Health Information
Technology, Less In Other Areas
ABSTRACT Health reforms in high-income countries increasingly aim to
redesign primary care to improve the health of the population and the
quality of health care services, and to address rising costs. Primary care
improvements aim to provide patients with better access to care and
develop more-integrated care systems through better communication
and teamwork across sites of care, supported by health information
technology and feedback to physicians on their performance. Our
international survey of primary care doctors in Australia, Canada, France,
Germany, the Netherlands, New Zealand, Norway, Switzerland, the
United Kingdom, and the United States found progress in the use of
health information technology in health care practices, particularly in the
United States. Yet a high percentage of primary care physicians in all ten
countries reported that they did not routinely receive timely information
from specialists or hospitals. Countries also varied notably in the extent
to which physicians received information on their own performance. In
terms of access, US doctors were the most likely to report that they spent
substantial time grappling with insurance restrictions and that their
patients often went without care because of costs. Signaling the need for
reforms, the vast majority of US doctors surveyed said that the health
care system needs fundamental change.
H
ealth care reforms in high-
income countries have increas-
ingly focused on redesigning
primary care as part of system-
wide efforts to achieve the “Tri-
ple Aim”:1
improving population health and
health care experiences, while addressing rising
costs. Efforts to redesign primary care typically
have as their goals both enhancing practices’
capacity to provide ready access to care and
manage chronic conditions and developing
more-integrated care systems that foster co-
ordination and teamwork among primary care
providers, specialists, and hospitals.2
Countries differ in the role primary care has
historically played in their health care delivery
systems—including the scope of services and the
use of nurses and referrals for specialized care.3,4
However, there has been conceptual conver-
gence in recent years on the need to redesign
primary care to meet the health care needs of
aging populations and address the increased
prevalence of chronic disease.
To explore the experiences of physicians as
health reform policies unfold, we surveyed
primary care physicians in the following ten
countries in 2012: Australia, Canada, France,
Germany, the Netherlands, New Zealand,
Norway, Switzerland, the United Kingdom,
and the United States. The survey builds on a
doi: 10.1377/hlthaff.2012.0884
HEALTH AFFAIRS 31,
NO. 12 (2012): 2805–2816
©2012 Project HOPE—
The People-to-People Health
Foundation, Inc.
Cathy Schoen (cs@cmwf.org)
is senior vice president of
policy, research, and
evaluation at the
Commonwealth Fund, in
New York City.
Robin Osborn is vice
president and director for
the Commonwealth Fund’s
International Program in
Health Policy and Innovation.
David Squires is senior
research associate for
the Commonwealth Fund’s
Michelle Doty is vice
president of survey research
and evaluation for the
Commonwealth Fund.
Petra Rasmussen is program
associate for the
Commonwealth Fund’s
Roz Pierson is vice president
of public affairs and policy at
Harris Interactive, in New York
City.
Sandra Applebaum is senior
research manager at Harris
Interactive.
December 2012 31:12 Health Affairs 2805
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2009 survey of primary care physicians that
included all of this study’s countries except
Switzerland.5
The current study focuses on physicians’ re-
sponses concerning patient access, health infor-
mation technology capacity, communication
across sites of care, feedback on practice perfor-
mance, and satisfaction practicing medicine and
overall views of the health system. These areas
have all been central to health reforms. With
diverse initiatives under way in health systems
in different countries, primary care physicians
provide front-line perspectives that are helpful
in assessing the impact of reforms and identify-
ing areas to improve.
The Countries
The surveyed countries vary in the extent to
which primary care physicians are the gateway
to more specialized care and in the way primary
care physicians are paid. In Australia, the
Netherlands, New Zealand, Norway, and the
United Kingdom, patients go through primary
care for referrals to specialists and, except in
Australia, are required to register with primary
care practices. Canada, France, and Germany use
financial incentives to encourage registration
with primary care practices and coordinated
referrals.
Australia, Canada, France, Germany, Switzer-
land, and the United States typically pay fee-for-
service for health care and, to varying degrees,
employ performance incentives for physicians.2
In contrast, the Netherlands, New Zealand,
Norway, and the United Kingdom use a blend
of capitation, fees for visits, and extra incentives
(see the Appendix for a summary).6
In the United
States, public and private initiatives to support
primary health care teams and infrastructure
for patient-centered medical homes have also
spread the use of such blended payment
approaches.7
The countries that were surveyed differ nota-
bly in practice size, with Australian, Canadian,
Norwegian, UK, and US doctors the most likely
(40 percent or more) to be in practices with five
or more doctors. The majority of Dutch, French,
German, and Swiss doctors are in very small
practices (fewer than two full-time doctors),
and groups as large as five are rare, based on
responses to the survey (Appendix 1).6
The countries also vary in the extent to
which patients face cost sharing for primary
health care. Except for Switzerland and the
United States, national insurance standards gen-
erally encourage patient access to primary health
care, ranging from full coverage with no cost
sharing in Canada, the Netherlands, and the
United Kingdom to relatively modest cost shar-
ing in other countries.
Swiss and US patients often face substantial
deductibles as well as cost sharing, although
Swiss health insurance standards reduce rates
for low-income people and limit out-of-pocket
liability to levels well below those in the United
States.8
The United States is alone among the
study countries in segmenting the population
by income and age for government-sponsored
health insurance and in its lack of coordinated
policies across multiple private and public
insurers.
The survey findings indicate that national
policies make a difference, particularly for
patient access, physicians’ use of health informa-
tion technology, and availability of information
regarding practice performance. Yet the study
also points to the common challenge across
countries of improving communication and
teamwork across sites of care to ensure patient-
centered and efficient health care systems.
Study Data And Methods
Survey Samples The survey consisted of inter-
views with primary care physicians using a
common questionnaire that builds on a 2009
primary care physician survey.5
The definition
of primary care physician included general prac-
tice and family practice physicians in all coun-
tries, as well as general internists and pediatri-
cians in Germany and the United States.9
Practicing physicians were selected randomly
from public and private lists typically used in
each country.10
Exhibit 1 shows final sample sizes. By design,
completed samples ranged from 500 to more
than 2,000, with larger samples supported by
country sponsors for within-country analyses.11
Using the same questionnaire, Harris Inter-
active and country contractors interviewed
physicians by a combination of mail and tele-
phone during March–July 2012. Mail surveys
only were conducted in Canada, Germany, the
Netherlands, Norway, and the United States.
Phone recruitment and surveys by mail were
used in Australia and New Zealand. French,
Swiss, and UK interviews were by phone.
The analysis weighted final samples to reflect
the distribution of physicians by age, sex, region,
and primary care specialty.12
For samples of
1,000 and 500, the margin of sample error is
2–4 percent at the 95 percent confidence level.
Exhibits 1–5 show the country results. These are
repeated in Appendixes 5–96
with chi-square
tests that compare each country to the other nine
(p < 0:05).
Limitations This was a rapid-response survey
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2806 Health Affairs December 2012 31:12
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with relatively short field times, ranging from
one to four months. Response rates overall
ranged from 48 percent in the Netherlands to
20 percent in Germany. In several countries,
relatively low response rates or smaller samples
indicate the need for caution in interpreting
results as representative of all primary care
physicians.13
Differences in data collection meth-
ods as well as response rates introduce an un-
known bias.
Finally, this survey represents the experiences
and perceptions of physicians. A more robust
study would include actual waiting times that
sick patients experience when trying to see their
physicians, specialist use patterns by patients,
and patient-reported access to primary health
care services.
Study Results
Patient Access Primary health care practices
offer an entry point to the health care system,
providing a key source of preventive and on-
going care as well as referrals for more-special-
ized care. Doctors’ responses to the survey
indicate wide differences across countries on
access to and affordability of health careservices.
For example, 59 percent or more of doctors
in France, the Netherlands, New Zealand, and
Switzerland reported that their patients could
get same- or next-day appointments when sick
(Exhibit 1). In sharp contrast, only 22 percent of
Canadian physicians said that their patients
could almost always be seen the same or the next
day.
Asked about availability of after-hours primary
health care services, just 34 percent of US
doctors reported that their practice had any
arrangement for patients to be seen without
going to a hospital emergency department
(Exhibit 1). Canadian practices’ rates for after-
hours services were also relatively low. In con-
trast, at least 89 percent of doctors in Germany,
the Netherlands, New Zealand, and the
United Kingdom reported that their practices
had arrangements to enable patients to receive
after-hours care.
US and Canadian physicians’ responses to
questions regarding after-hours arrangements
mirror patients’ experiences: In the 2010
international population survey on patient expe-
rience with health care services, Canadian and
US patients were more likely than those in other
countries to have used emergency departments
and among the most likely to say that it was
difficult to obtain health care after hours.8
In 2012, 59 percent of US physicians said that
their patients often have difficulty paying out-of-
pocket costs for medical care (Exhibit 1)—a
percentage well above that in any other country
and similar to US physician reports in 2009.
Forty-two percent of Dutch physicians were also
Exhibit 1
Primary Care Physicians’ Perceptions Of Patient Access In Ten Countries, 2012
Percent of physicians reporting that patients:
Have access to practice
Often experience
access barriers
Can electronically
access practice
Country (n)
Almost all (>80%)
patients can get
same/next-day
appointment
when sick
Practice has
arrangements
for after-hours
carea
Difficulty
payingb
Long
waits
to see
specialists
Difficulty
getting
specialized
diagnostic
tests
E-mail
questions
or
concerns
Request
appointments
or referrals
online
Request
Rx
refills
online
AUS (500) 38 81 25 60 16 20 8 7
CAN (2,124) 22 45 26 73 38 11 7 6
FRA (501) 86 76 29 59 41 39 17 15
GER (909) 56 89 21 68 27 45 22 26
NETH (522) 61 94 42 21 7 46 13 63
NZ (500) 59 90 26 75 59 38 13 25
NOR (869) 42 80c
4 60 10 26 51 53
SWI (1,025) 62 78 16 10 3 68 30 48
UK (500) 55 95 13 28 14 35 40 56
US (1,012) 47 34 59 28 23 34 30 36
SOURCE 2012 Commonwealth Fund International Health Policy Survey of Primary Care Physicians. NOTES Significance tests are available in online Appendix 5 (see Note 6
in text). a
Practice has arrangement for patients to see doctor or nurse after hours without going to emergency department. b
For medications or other out-of-pocket costs.
c
In Norway, respondents were asked whether their practice had arrangements or there were regional arrangements.
by guest

concerned about cost-related barriers to care—
an increase since the 2009 survey.5
Norwegian,
Swiss, and UK doctors were the least likely in
2012 to say that their patients often could not
afford care.
Primary care physicians’ reports of whether
their patients had difficulty getting specialized
care varied by country and type of service.
In Australia, Canada, France, Germany,
New Zealand, and Norway, more than half of
the doctors said that patients often faced long
waiting times to see specialists (Exhibit 1).
Although rates were significantly lower in the
other four countries, at least one-fifth of doctors
in all countries except Switzerland said that
patients’ waits were often long.
Fifty-nine percent of New Zealand doctors said
that their patients had difficulty getting special-
ized diagnostic tests (Exhibit 1), followed by
French (41 percent) and Canadian doctors
(38 percent). In contrast, fewer than 10 percent
of Swiss and Dutch doctors reported such
difficulty.
In the United States, physicians’ perceptions
of affordability or difficulties getting specialized
care varied by patient insurance mix. Doctors
with high proportions of uninsured or Medicaid
patients were the most likely to say that their
patients often faced long waits for specialized
care (see Appendix 2).6
Increasingly, primary care practices can offer
new forms of electronic access beyond office
visits, such as through e-mail and web-based
portals. Physicians’ reports reveal wide varia-
tions across countries in the availability of such
access. Two-thirds of Swiss doctors and nearly
half of Dutch and German doctors said that their
patients could use e-mail to contact them about
medical questions or concerns, compared to
about one-fourth or fewer doctors in Canada,
Australia, and Norway (Exhibit 1).
Fifty-one percent of Norwegian physicians and
40 percent of UK physicians reported that they
allowed patients to request appointments or
referrals online, compared to no more than
30 percent of physicians in the other countries.
About half or more of the physicians in the
Netherlands, Norway, Switzerland, and the
United Kingdom reported that patients could
refill prescriptions online, compared to about
one-third or fewer of the physicians in the other
countries.
In each area, Canadian and Australian doctors
were the least likely to report offering electronic
access. US doctors were generally in the middle
of the range of countries.
Capacity In Health Information Technol-
ogy Physician practices in all ten countries have
been investing in health information technology
to provide information tools and decision sup-
port. Some physician practices, such as those in
the Netherlands, began this investment several
decades ago and have been adding functions and
capacity over time.14
Other countries, including
Canada and the United States, have recently
enacted national policies to spur the spread
and use of health information technology.
To examine current rates of adoption and the
diversity of capacity, the survey asked about
basic electronic medical records and included
fifteen questions about functions that health
information technology systems potentially pro-
vide.We grouped these electronic functions into
the following four domains: the generation of
patient information, such as lists of patients’
medications; the generation of patient registry
and panel information, such as a list of patients
due for preventive care; order entry manage-
ment, such as electronic prescribing; and
decision support, such as alerts about potential
adverse drug interactions.
We categorized practices reporting that they
used electronic medical records and at least two
electronic functions in each of the four domains
listed above as having “multifunctional” health
information technology capacity. Exhibit 2 sum-
marizes the findings, and Appendix 3 provides
details by function and domain.6
Nearly all primary care physicians in Australia,
the Netherlands, New Zealand, Norway, and the
United Kingdom reported using electronic medi-
cal records, as they did in the 2009 survey find-
ings (Exhibit 2). In 2012 two-thirds or more of
French, German, and US physicians reported
using electronic medical records.
There was a substantial increase in the United
States in use and multifunctional capacity, com-
pared to three years ago. Although the United
States and Canada still lag behind countries with
near-universal adoption, the spread has been
rapid in both countries, with a 50 percent
increase in the rates of use of electronic medical
records since 2009. In 2012 Swiss doctors
trailed those in the other countries, with rates
of adoption similar to those in the United States
and Canada three years ago.
Physicians’ answers to questions regarding
electronic functions that they routinely used
revealed significant differences across domains
and functional capacity. Across countries, most
physicians with electronic medical records
reported the ability to generate patient and panel
information, and they routinely used electronic
order entry for lab tests and prescription drugs.
Decision support for physicians, however, was
less common. In particular, in Germany and
Norway, only 13 percent and 12 percent, respec-
tively, of doctors reported at least two of four
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decision support functions (see Appendix 3).6
Of the five countries with near-universal up-
take of electronic medical records, the United
Kingdom stands out. More than two-thirds of
UK doctors reported multifunctional electronic
health information capacity, followed by
more than half of doctors in Australia and
New Zealand (Exhibit 2). The share of US prac-
tices reporting multifunctional capacity nearly
caught up to Dutch practices (27 percent and
33 percent, respectively). This stands in contrast
to the 2009 survey, when the United States
lagged behind. Canadian, French, German,
Norwegian, and Swiss physicians were the
least likely to report multifunctional capacity
in 2012.
Examining health information technology
functionality by practice size, we found that Aus-
tralian, Canadian, New Zealand, Swiss, and US
practices with five or more full-time-equivalent
doctors were significantly more likely to have
multifunctional capacity than practices with
fewer than two full-time doctors (Exhibit 2).
Notably, the majority of UK practices with
fewer than two full-time doctors and substantial
shares of the small practices in Australia, the
Netherlands, and New Zealand had multifunc-
tional capacity. These countries have collabora-
tive and regional policies to accelerate the spread
and use of health information technology.15,16
The results indicate that even small practices
can deploy electronic information systems if
given health policy support, incentives, and time
to implement the systems.
Based on physicians’ responses regarding
whether they could electronically exchange pa-
tient summaries and test results with doctors
outside their practice, the electronic exchange
of patient information is not yet the norm in any
country. The share of practices with information
exchange capacity ranged from 55 percent in
New Zealand to 14 percent in Canada (Exhibit 2).
In the United States, the capacity for electronic
exchange of patient information was concen-
trated in larger practices and those in integrated
health systems (see Appendix 2).6
Teams And Communication Teamwork, com-
munication, and coordination of health care are
major challenges for primary care doctors in all
countries, including those with national health
care systems. Lack of integration between pri-
mary care, specialty care, and hospitals can
put patients at risk and result in duplicative care,
particularly for patients with complex chronic
illnesses.17
Within primary health care practices, the use
of nurses and care teams to help deliver and
coordinate care is at the core of the Chronic Care
Model, which has been widely accepted inter-
nationally.18
More than two-thirds of doctors in
the Netherlands, New Zealand, Switzerland, and
the United Kingdom reported that their practice
had engaged a nurse case manager—either em-
ployed directly by the practice or based in the
Exhibit 2
Primary Care Physicians’ Electronic Health Information Capacity In Ten Countries, By Practice Size, 2009 And 2012
Percent of physicians:
Reporting they use
electronic medical
records
With multifunctional electronic health
information capacity, 2012a
Reporting they can
electronically exchange
patient summaries
and test results with
doctors outside their
practice, 2012Country 2009 2012 All practices <2 FTEs 2 to <5 FTEs ≥5 FTEs
AUS 95 92 60 48c
60 65 27
CAN 37 56 10 7 12 12 14
FRA 68 67 6 5 7 —b
39
GER 72 82 7 5 8 —b
22
NETH 99 98 33 36 32 —b
49
NZ 97 97 59 42 61 69 55
NOR 97 98 4 2c
5 4 45
SWI —d
41 11 7 16 24c
49
UK 96 97 68 59c
69 68 38
US 46 69 27 11 25 38 31
SOURCES 2009 and 2012 Commonwealth Fund International Health Policy Surveys of Primary Care Physicians. NOTES Significance
tests are available in online Appendix 6 (see Note 6 in text). FTE is full-time equivalent physicians. a
Uses electronic medical records
and at least two electronic functions in each of the following four domains: generating patient information, generating panel
information, order entry management, and routine clinical decision support. See Appendix 3 (Note 6 in text) for further details.
b
Very small sample size (n < 50). c
Small sample size (n < 100). d
Switzerland was not included in the 2009 survey.
by guest

community—for patients with serious chronic
conditions (Exhibit 3).
Use of nurse case managers was least common
in Germany (20 percent). Doctors reported di-
verse arrangements for using such nurses in
their practices, with physicians in Australia,
the Netherlands, and New Zealand the most
likely to employ nurses directly (data not
shown).
Physicians’ responses regarding communica-
tion with specialists and hospitals point to fail-
ures to coordinate care well in all of the countries
surveyed. More than half of the doctors in France
and Switzerland said that they always received a
report with relevant information after one of
their patients was seen by a specialist, compared
to fewer than 20 percent of doctors in Germany,
the Netherlands, and the United States
(Exhibit 3).
When asked if they were always advised of
changes that specialists made to their patients’
medications or care plans, fewer than half of the
doctors in any country said yes. Germany, the
Netherlands, and the United States were at the
low end of the country range of results. It is
striking that at most, about one in four doctors
in any country said that information from spe-
cialists was always timely and available when
needed.
Physicians’ responses regarding notification
and information they receive from emergency
departments and hospitals about their patients
indicates further breakdowns in communica-
tion. Fewer than one in four Australian, French,
German, and US primary care doctors said that
they were always notified when their patients
had been to the emergency department, com-
pared to more than half of doctors from the
Netherlands and New Zealand (Exhibit 3).
Dutch and New Zealand doctors were also the
most likely to say that they were always notified
when their patients were being discharged from
the hospital.
When physicians were asked how long it took
to get information needed to manage care after
their patients were discharged, only in Germany
and New Zealand did a majority say that they had
the information within two days’ time or less
(Exhibit 3). French and Canadian doctors were
the most likely to wait fifteen days or longer. In
the Netherlands, New Zealand, and Norway, the
majority of doctors had access to hospital dis-
charge summaries electronically, but fax and
mail were most common in the other countries
(data not shown).
Performance Feedback Providing physi-
cians with information on their performance
can stimulate targeted improvement efforts. In-
deed, studies indicate that comparative informa-
tion can provide strong incentives and help en-
gage physicians to undertake changes.19
Reflecting national efforts to make such infor-
mation more routinely available, UK physicians
stand out compared to physicians in the other
countries for receiving information about their
performance. The vast majority of UK doctors
reported that they received and reviewed physi-
cian performance information, including data
Exhibit 3
Primary Care Physicians’ Communication And Care Coordination In Ten Countries, 2012
Percent of physicians reporting that:
When patient is seen by specialist,
they always receive:
When patient is discharged from the
hospital, they always receive:
Country
Their practice
uses nurse
case managera
Report with
all relevant
health
information
Information
about changes
to patient’s
Rx/care plan
Information that
is timely/
available
when needed
They are always
notified when
patient has
been to ED
Notification
of discharge
Needed information
to manage patient
In ≤2 days In ≥15 days
AUS 59 32 30 13 23 24 36 9
CAN 44 26 24 11 29 24 15 26
FRA —b
51 47 26 21 40 10 35
GER 20 13 12 4 22 29 67 6
NETH 73 13 5 1 59 63 42 8
NZ 68 41 44 15 55 49 56 2
NOR 51 26 22 4 34 34 14 8
SWI 68 59 44 27 31 31 40 13
UK 78 36 41 18 47 40 21 18
US 43 19 16 11 23 26 45 9
in text). ED is emergency department. a
For patients with serious chronic conditions. b
Question not asked in France.
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on clinical outcomes, patient experience, and
resource use such as patients’ use of hospitals
and emergency departments (Exhibit 4). UK
rates were the highest on each of these areas
of performance feedback.
The majority of doctors in Germany, the
Netherlands, and New Zealand also said that
they received data on clinical outcomes, com-
pared to fewer than half of primary care physi-
cians in the other six countries. More than half of
Australian, New Zealand, and US doctors said
that they routinely received data on patient ex-
perience. France had notably few doctors report-
ing that they routinely received or reviewed data
in any of the three areas.
UK doctors also led in the ability to compare
their practice’s performance to that of other
practices and to assess their performance annu-
ally against targets (Exhibit 4). More than half of
New Zealand doctors also reported receiving
comparative data.
In the other eight countries, fewer than half of
physicians said that they had comparative infor-
mation on other practices, with the lowest rates
in Norway and Canada. Access to such compar-
ative information in the United Kingdom and
several other countries reflects national policies
to establish performance benchmarks as an in-
tegral component of national quality improve-
ment efforts.20
Across countries, practices with more robust
capacity in health information technology were
more likely to report performance feedback
(data not shown). In the United States, physi-
cians who said they were part of an integrated
system were also more likely to receive perfor-
mance information (Appendix 2).6
Physicians’ Views Of The Health System
And Practice Satisfaction To gauge primary
care physicians’ perspectives overall, the survey
asked about their views of their country’s health
system, their satisfaction with the practice of
medicine, and their perceptions of change in
recent years. Repeating a pattern observed in
earlier surveys,5
US and German physicians were
the most negative about their health care sys-
tems, with only 15 percent and 22 percent, re-
spectively, saying that the system needs only mi-
nor changes versus fundamental change or
rebuilding (Exhibit 5). German and US physi-
cians were also the least likely to say that they
were satisfied or very satisfied with practicing
medicine.
Physicians in the other countries were signifi-
cantly more positive about being a doctor and
about their country’s health systems. Compared
to three years ago,5
Australian and Canadian doc-
tors were much more positive about their health
system and practice. US physicians’ views and
practice satisfaction have changed little since
2009 (Appendix 4).6
Notably, satisfaction with primary health care
practice appears to be related to physicians’ per-
ceptions of patients’ access to care.Within eight
of the study countries (all but Australia and
France), doctors concerned about patient access
were significantly less likely to be satisfied with
practicing medicine (data not shown).
Exhibit 4
Primary Care Physicians’ Receipt Of Performance Feedback In Ten Countries, 2012
Their practice routinely receives and reviews data on: They routinely
receive information
on their practice’s
clinical performance
compared to other
practices
Their clinical
performance
is reviewed against
targets at least
annuallyCountry
Clinical
outcomes
Patient
satisfaction
and experience
Patients’
hospital or
ED use
Frequency
of ordering
diagnostic
tests
AUS 42 56 39 33 25 53
CAN 23 15 30 16 15 41
FRA 14 1 9 7 45 43
GER 54 35 24 17 25 43
NETH 81 39 21 16 32 47
NZ 64 51 43 56 55 83
NOR 24 7 33 18 5 22
SWI 12 15 32 20 35 37
UK 84 84 82 56 78 96
US 47 60 55 32 34 67
in text). ED is emergency department.
by guest

When asked about the quality of care that pa-
tients receive throughout the health system com-
pared to three years ago, about one-third or more
of the physicians in Australia, the Netherlands,
New Zealand, and the United Kingdom said that
quality had improved, while about one-third of
French and German doctors said that it had got-
ten worse (Exhibit 5). However, in all of the
countries there was a diversity of opinion on
changes in the quality of health care in the past
three years.
As countries aim to reduce health care costs,
some countries have looked to coverage restric-
tions on treatments or medications or to reviews
of physician care decisions. Although such inter-
ventions may target the appropriateness of care,
they can also have the unintended consequence
of imposing time and administrative burdens on
physicians. Among the study countries, US
physicians were the most likely to say that such
time concerns are a major problem: More than
half of US respondents said that they or their
staff spend too much time getting patients care
because of coverage restrictions on treatment or
medications.
German doctors were also more likely to say
that restrictions were a problem than physicians
in the othereight countries. Notably, the share of
Dutch doctors expressing concern about this is-
sue has more than doubled since the 2009 sur-
vey5
(increasing from 10 percent to 26 percent).
This suggests that problems are emerging with
thegrowing complexityof health insuranceprac-
tices in the Netherlands.
Discussion
Overall, the survey findings and trends over time
indicate that national policies—including those
concerning insurance design, infrastructure to
support primary care practices, health informa-
tion technology, and performance feedback—
make a difference to physicians in primary
health care. Yet physicians’ experiences also
indicate that all countries face the challenge of
how to connect primary care to more specialized
care and ensure that information flows across
sites of care to foster more patient-centered
and efficient health care systems.
Differences In Access To Care And Na-
tional Policies The study found wide
differences across countries in access to primary
care and affordability, often reflecting national
policies.Regardingafter-hours access to primary
health care services, all of the study countries
except the United States and Canada have poli-
cies for after-hours coverage.2
These policies
include physician-run cooperatives in the
Netherlands, walk-in centers and national help
lines in the United Kingdom, targeted payment
incentives to physicians to provide after-hours
coverage in Australia, municipal collaboratives
and after-hours rotation in Norway, and require-
ments for coverage in Germany and Switzerland.
The low rates of after-hours arrangements re-
ported by Canadian and US physicians indicate
that such arrangements are slow to develop if
they must depend on the actions of individual
practices.21
Variations in patients’ electronic access,
Exhibit 5
Primary Care Physicians’ Satisfaction Practicing Medicine And Views Of The Health System In Ten Countries, 2012
Country
System works
wella
They were satisfied/
very satisfied
practicing medicine
The quality of care their patients
receive throughout the health
system in past 3 years has:
Time they or their staff spend
getting patients needed care
because of coverage restrictions
is a major problemImproved Gotten worse
AUS 45 80 30 20 10
CAN 40 82 26 19 21
FRA 37 76 9 37 17
GER 22 54 12 34 37
NETH 54 88 38 20 26
NZ 53 82 33 19 17
NOR 61 87 28 11 11
SWI 46 84 11 21 23
UK 46 84 35 21 9
US 15 68 21 25 52
SOURCE 2012 Commonwealth Fund International Health Policy Survey of Primary Care Physicians. NOTE Significance tests are available in online Appendix 9 (see Note 6 in
text). a
Physicians agreeing with this statement: “On the whole the health care system works pretty well and only minor changes are necessary to make it work better.”
Physicians were asked which statement best expressed their overall view of the health system in their country, that statement or one of the following two options: “There
are some good things in our health system, but fundamental changes are needed to make it work better”; and “Our health care system has so much wrong with it that we
need to completely rebuild it.”
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including making appointments or refilling pre-
scriptions online, often tracked country policies
to invest in such capacity. However, electronic
access depends on physicians’ acceptance and
use of the technology, which may lag behind
technical capacity.
Insurance design also matters. US physicians
stand out, as they have in past surveys, for saying
that their patients often have difficulty paying
for care and that insurance restrictions on care
decisions consume substantial doctor and staff
time. The other countries in the study all provide
universal coverage and, with the exception of
Switzerland, have little or no cost sharing
for primary care and essential medications. All
of the other countries limit out-of-pocket ex-
penses to levels well below those typical in US
insurance.
In contrast to other countries with multiple
insurers, US private insurers often use prior
authorization and employ varying drug formu-
laries and complex benefit designs, with little
standardization. Recent studies confirm that
the resulting insurance-related complexity adds
substantially to US practice costs as a result of
increased paperwork and time demands.22
In patient surveys, the United States also
stands out for insurance-related time concerns.8
US experiences provide a cautionary example for
other countries regarding the time and resource
costs of complexity.
Information Systems To Guide And Inform
Physicians Electronic health information tech-
nology systems have the potential to provide pri-
mary care physicians with tools to manage pa-
tient care and work in multidisciplinary teams.
The rapid spread of health information technol-
ogy capacity in the United States and Canada and
the evolution of multifunctional capacity in
many countries since the 2009 survey under-
score opportunities for global learning as physi-
cians become proficient users of health informa-
tion technology systems.
Physicians in Australia, New Zealand, and the
United Kingdom were more likely than those in
other study countries to report having multi-
functional systems. As yet, however, the pres-
ence of such systems does not appear to have
translated into routine flows of patient informa-
tion across sites of care. Assessing experience
over time will help inform all countries about
adapting health information technology systems
to support teamwork across sites.
Country variations in the availability of perfor-
mance information for primary care physicians
offer further opportunities to learn. Based on the
survey, the United Kingdom currently provides
the most feedback to physicians, including about
clinical outcomes, patients’ experiences, and
comparative data on other practices.
To date, however, the focus in the United
Kingdom and other countries has largely been
on individual practices as the unit of analysis. As
countries seek to emphasize improving popula-
tion outcomes and performance across the
health care system, physicians will need infor-
mation beyond their own practices.
In the United States, integrated systems such
as Kaiser Permanente increasingly have the
capacity to provide real-time feedback to inform
and guide health system performance. Robust
capacity in health information technology with
exchange of patient information offers a poten-
tial resource to extend this information capacity
across health care systems.
Shared Resources For Physicians A sub-
stantial share of primary care physicians in all
of the study countries work in small practices.
Notably, in the Netherlands and New Zealand,
small practices reported robust health informa-
tion technology capacity, after-hours access, web
portals, and the use of nurse case managers. To
overcome the limits of scale, both countries have
policies that support collaboration within geo-
graphic areas.
This practice is spreading: Examples include
cooperatives in the Netherlands, primary health
organizations in New Zealand, the formation
of Medicare Locals in Australia, and general
practice consortia in the United Kingdom.23
In
the United States, statewide policies in Vermont
and North Carolina are also investing in
geographic approaches to share staff and
resources.24
These innovations offer a path to
redesign primary care and expand capacity at
the community level.
Needed Improvements In Communication
And Teamwork Physicians’ experiences in all
of the study countries highlight the need to
improve communication across the care con-
tinuum. A majority of doctors in all countries
reported that they did not routinely receive in-
formation about care for their patients when
they were seen by specialists or in hospitals
(Exhibit 3).
Concerns that poor coordination raises costs
of care and increases risks to patients have
spurred initiatives to develop more patient-
centered accountable care systems based on a
foundation of primary care. In the United States,
public and private insurers are looking to pay-
ment reforms to stimulate the development of
provider-led networks accountable for access,
quality, and costs. Reforms in the United King-
dom put general practitioners in place as leaders
of consortia and granted physicians authority to
commission services across the care continuum,
including hospital and long-term care.25
by guest

German and Dutch initiatives to coordinate
care have focused on chronic care. Norway’s re-
cent “Coordination Reform” targets care co-
ordination using incentives and assignment of
responsibilities between the specialist and pri-
mary care sectors.2
Multiple countries are also
“bundling” payment to hospitals to include fol-
low-up care and incentives for hospitals to con-
nect to primary care.26
Change Endorsed By US Primary Care Phy-
sicians Redesigning primary care and health
care systems requires a committed and engaged
physician workforce. The United States spends
far more than the other study countries on health
care services. Yet US primary care physicians
were the least likely to be satisfied with the prac-
tice of medicine or the health system overall. US
studies indicate that primary care physicians’
satisfaction increases and stress decreases when
care is redesigned to improve access and support
the use of teams, giving physicians time to focus
on sicker patients.27
In general, US primary care physicians’ views
and experiences endorse the need for reform,
including enhanced access. US physicians who
reported that their patients often faced cost or
other access barriers were the most likely to say
that the system required major change.
An array of policies in the Affordable Care Act
envision primary care as central to efforts to
achieve the Triple Aim of better health, better
care, and lower costs.1
With major insurance ex-
pansion scheduled for 2014, there is the poten-
tial to lower access barriers for primary care and
streamline insurance practices to free up physi-
cian and practice staff time to provide care.
Although US health information technology
adoption has increased, the study points to the
need for intensified efforts to link practice infor-
mation systems to enable communication and
collaboration across care sites. The lack of ex-
change capacity and US physicians’ reports of
gaps in communication with specialists and hos-
pitals indicate that there is substantial room to
improve.
In summary, the redesign of primary care is
central to reforms aimed at improving health
system performance. As a result, there are op-
portunities to learn from diverse efforts under
way in the United States and other countries that
are designed to achieve shared health reform
goals. Listening to doctors on the front lines
of primary care can help identify gaps and target
reforms of health systems. ▪
This study was supported by the
Commonwealth Fund. The views
expressed are those of the authors and
should not be attributed to the
Commonwealth Fund, its directors, or its
officers. [Published online November 15,
2012.]
NOTES
1 Berwick DM, Nolan TW,Whittington
J. The Triple Aim: care, health, and
cost. Health Aff (Millwood). 2008;
27(3):759–69.
2 For summaries of study country
policies, see Thomson S, Osborn R,
Squires D, Jun M, editors.
International profiles of health care
systems, 2012. New York (NY):
Commonwealth Fund; forthcom-
ing 2012.
3 Bindman AB, Forrest CB, Britt H,
Crampton P, Majeed A. Diagnostic
scope of and exposure to primary
care physicians in Australia, New
Zealand, and the United States:
cross sectional analysis of results
from three national surveys. BMJ.
2007;334(7606):1261.
4 Kuo AA, Inkelas M, Lotstein DS,
Samson KM, Schor EL, Halfon N.
Rethinking well-child care in the
United States: an international
comparison. Pediatrics. 2006;
118(4):1692–702.
5 Schoen C, Osborn R, Doty MM,
Squires D, Peugh J, Applebaum S. A
survey of primary care physicians in
eleven countries, 2009: perspectives
on care, costs, and experiences.
Health Aff (Millwood). 2009;28(6):
w1171–83. DOI: 10.1377/hlthaff.
28.6.w1171.
6 To access the Appendix, click on the
Appendix link in the box to right of
the article online.
7 Bitton A, Martin C, Landon BE. A
nationwide survey of patient cen-
tered medical home demonstration
projects. J Gen Intern Med. 2010;
25(6):584–92.
8 Schoen C, Osborn R, Squires D, Doty
MM, Pierson R, Applebaum S. How
health insurance design affects ac-
cess to care and costs, by income, in
eleven countries. Health Aff
(Millwood). 2010;29(12):2323–34.
9 The US sample consisted of physi-
cians in family practice (39 percent),
internal medicine (36 percent),
pediatrics (22 percent), and general
practice (3 percent). The German
sample consisted of physicians in
internal medicine (91 percent) and
pediatrics (9 percent).
10 The lists are available from the au-
thors on request.
11 The Commonwealth Fund provided
core support, with cofunding from
the Haute Authorité de Santé and
Caisse Nationale de l’Assurance
Maladie des Travailleurs Salariés
(France); German Federal Ministry
of Health and German National In-
stitute for Quality Measurement in
Health Care; Dutch Ministry of
Health, Welfare, and Sport and the
Scientific Institute for Quality of
Healthcare at Radboud University
Nijmegen; Norwegian Knowledge
Centre for the Health Services;
Swedish Ministry of Health and So-
cial Affairs; and Swiss Federal Office
of Public Health and Swiss Medical
Association. Health Council of Can-
ada, Health Quality Ontario, Quebec
Health Commission, Health Quality
Council of Alberta, and Canada
Health Infoway provided support to
expand the Canadian samples.
12 Data weights included sex and age in
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all countries. Data were also
weighted by urbanicity in New
Zealand and Australia; population
size in France; and region in Canada,
Germany, Norway, Switzerland, and
the United States.
13 Responses rates were as follows:
Australia, 47 percent; Canada,
38 percent; France, 21 percent;
Germany, 20 percent; the
Netherlands, 48 percent;
New Zealand, 47 percent; Norway,
44 percent; Switzerland, 38 percent;
the United Kingdom, 24 percent;
and the United States, 35 percent.
14 Protti D. Comparison of information
technology in general practice in 10
countries. Healthc Q. 2007;10(2):
107–16.
15 Protti D, Bowden T. Electronic
medical record adoption in
New Zealand primary care physician
offices. New York (NY):
Commonwealth Fund; 2010 Aug.
16 Willcox S, Lewis G, Burgers J.
Strengthening primary care:
achievements and recent reforms in
Australia, England, and the
Netherlands. New York (NY):
Commonwealth Fund; 2011 Nov.
17 Forster AJ, Murff HJ, Peterson JF,
Gandhi TK, Bates DW. Adverse drug
events occurring following hospital
discharge. J Gen Intern Med. 2005;
20(4):317–23.
18 Coleman K, Austin BT, Brach C,
Wagner EH. Evidence on the Chronic
Care Model in the new millennium.
Health Aff (Millwood). 2009;28(1):
75–85.
19 Friedberg MW, SteelFisher GK, Karp
M, Schneider EC. Physician groups’
use of data from patient experience
surveys. J Gen Intern Med. 2011;
26(5):498–504.
20 Cacace M, Ettelt E, Brereton L,
Pedersen J, Nolte E. How health
systems make available information
on service providers: experience in
seven countries. Cambridge (UK):
RAND Europe; 2011.
21 O’Malley AS, Samuel D, Bond AM,
Carrier E. After-hours care and its
coordination with primary care in
the U.S. J Gen Intern Med. 2012;
27(11):1406–15.
22 Cutler DM, Ly DP. The (paper) work
of medicine: understanding
international medical costs. J Econ
Perspect. 2011;25(2):3–25.
23 Phillips RL Jr. International learning
on increasing the value and effec-
tiveness of primary care (I LIVE PC).
J Am Board Fam Med. 2012;
25(Suppl 1):S2–5.
24 Abrams M, Schor EL, Schoenbaum
S. How physician practices could
share personnel and resources to
support medical homes. Health Aff
(Millwood). 2010;29(6):1194–9.
25 Erler A, Bodenheimer T, Baker R,
Goodwin N, Spreeuwenberg C,
Vrijhoef HJ, et al. Preparing primary
care for the future—perspectives
from the Netherlands, England, and
USA. Z Evid Fortbild Qual
Gesundhwes. 2011;105(8):571–80.
Dutch.
26 Quentin W, Scheller-Kreinsen D,
Blümel M, Geissler A, Busse R.
Hospital payment in five European
countries: inspiration and innova-
tions for Medicare payment reform.
Unpublished manuscript.
27 Reid RJ, Coleman K, Johnson EA,
Fishman PA, Hsu C, Soman MP,
et al. The Group Health medical
home at year two: cost savings,
higher patient satisfaction, and less
burnout for providers. Health Aff
(Millwood). 2010;29(5):835–43.
ABOUT THE AUTHORS: CATHY SCHOEN, ROBIN OSBORN, DAVID
SQUIRES, MICHELLE DOTY, PETRA RASMUSSEN, ROZ PIERSON &
SANDRA APPLEBAUM
Cathy Schoen is
senior vice
president of policy,
research, and
evaluation at the
Commonwealth
Fund.
In this month’s Health Affairs,
Cathy Schoen and coauthors report
on the Commonwealth Fund’s
latest international survey, this one
of primary care doctors in ten
leading industrialized countries
and an update of a similar 2009
survey. Among other findings,
doctors in the United States
reported notably greater use of
health information technology
within practices compared to US
doctors in 2009, although major
deficiencies remained in the
electronic exchange of health
information. Communication gaps
are a shared concern across
countries, with a significant share
of primary care physicians in all
the countries reporting that they
did not routinely receive timely
information from specialists or
hospitals. US doctors were the
most likely to report that they
spent substantial time grappling
with insurance restrictions and
that their patients often went
without care because of costs—
underscoring the views of
85 percent of US doctors that the
health care system needs
fundamental change.
Schoen is senior vice president of
policy, research, and evaluation at
the Commonwealth Fund, where
her coauthors Robin Osborn, David
Squires, Michelle Doty, and Petra
Rasmussen also work. Schoen
recently also served on the
National Academy of Sciences
advisory panel for measuring
medical care risk and frequently
makes presentations to Institute of
Medicine panels on performance
metrics and international
comparisons. Schoen received a
master’s degree in economics from
Boston College.
Robin Osborn is
vice president and
director for the
Commonwealth
Fund’s International
Program in Health
Policy and
Innovation.
Osborn is vice president and
director for the fund’s
International Program in Health
by guest

Policy and Innovation. She also
serves on the editorial board of the
Health Systems in Transition series
of the European Observatory.
Osborn received an MBA from
Columbia University.
David Squires is
senior research
associate for the
International
Program in Health
Policy and
Innovation.
Squires is senior research
associate for the Commonwealth
Fund’s International Program in
Health Policy and Innovation. He
holds a master’s degree in
bioethics from New York
University.
Michelle Doty is
vice president of
survey research and
evaluation for the
Commonwealth
Fund.
Doty is vice president of survey
research and evaluation at the
Commonwealth Fund. She received
a doctorate in public health from
the University of California, Los
Angeles.
Petra Rasmussen is
program associate
for the
International
Program in Health
Policy and
Innovation.
Rasmussen is program associate
for the Commonwealth Fund’s
International Program in Health
Policy and Innovation. She received
a master’s degree in public health,
with a concentration in health
policy and management, from
Columbia University.
Roz Pierson is vice
president of public
affairs and policy
at Harris
Interactive.
Roz Pierson is vice president of
public affairs and policy at Harris
Interactive, a research and
communications firm. She has a
master’s degree and a doctorate in
communication research from
Stanford University.
Sandra Applebaum
is senior research
manager at Harris
Interactive.
Sandra Applebaum is senior
research manager at Harris
Interactive. She holds a master’s
degree in applied social research
from Hunter College at the City
University of New York.
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