Where can I find good information on "factor that influence satisfaction of patient primary health service"?

I strongly agree with Kate Lorig's components, but I do not think they should be thought of as distinct in the sense that I'm pretty certain that there is interaction between factors within the control of managers of a system and factors in control of health care providers.  A little over 30 years ago, I first did a patient satisfaction and experience study, which I now regret we did not publish.  I was then a manager and clinician in a staff model HMO, Harvard Community Health Plan, which was like a small version of Kaiser Permanente.  We employed and contracted with a number of surgeons, and most of the surgeons saw patients in more than one of our multi-specialty group practice sites.  What we discovered was the following: First, there was variation in the overall satisfaction scores that our surgeons got.  There also was variation in the scores that a surgeon got in different sites in which s/he practiced.  The rank order of an individual surgeons' scores in relation to his/her peers tended  to be preserved across sites, just not the absolute score.  Why?  The individual factors were pretty constant for a given individual surgeon; but the differences in the scores an individual surgeon got at site A vs. site B were highly related to the system differences between sites.  For example, waiting times for appointments, which related highly to "supply" of surgeons at a given site, varied. And when it took less than two weeks for a patient to see the surgeon, the surgeon tended to receive a higher overall satisfaction rating - even though it was supposed to be satisfaction with the surgeon and not the overall visit - than if it took longer to get to see the surgeon.

Intuitively this made sense to me.  When I was practicing internal medicine, I initially didn't try to control my own schedule and sometimes discovered that my assistants who made appointments had put barriers in the way of some patients so that it took many weeks for them to see me.  I recall then meeting patients whose first words were, "you must be really special - it took me 6 weeks before I could see you."  Those words were not said kindly; and I realized that the patient was entering the interaction with me with a chip on his/her shoulder.  Fortunately, I was able to teach my assistants a way of scheduling that reduced my waiting times to a few days at most (so-called "open access" scheduling hadn't been described at that time, but my approach was similar); and from then on, my patients seemed to being the interaction in much better spirits.