Patient satisfaction with gender identity clinic services in the United Kingdom
Patient satisfaction with gender identity clinic services in the United Kingdom
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DOI：
10.1080/14681994.2013.834321
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发表时间：
2013-11-01
影响因子：
1.1
通讯作者：
Stradins, Linda
中科院分区：
文献类型：
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作者：
Davies, Andrew;Bouman, Walter Pierre;Stradins, Linda
由于越来越重视提供者和消费者之间的伙伴关系，测量患者满意度在评估医疗保健结果方面非常重要。英国的国民健康服务（NHS）委托机构越来越期望将患者满意度作为服务绩效指标，因为它被视为护理质量定义的一部分。这项调查的目的是更好地了解对目前性别认同诊所服务的满意程度，并确定需要改进的领域。在英国，专门为GIC开发了患者满意度问卷（PSQ-GD），在一个月内向所有患者提供。PSQ-GD涵盖临床护理，行政和程序问题，以及全科医生提供的当地服务，当地精神科服务和言语治疗的患者体验。共发放PSQ-GD 330份，有效率为85%。如果朋友或亲戚有性别问题，94%的人会推荐这些服务。20%的人对患者身边其他人的支持程度不满意。31%的人对当地的精神病服务不满意。27%的人不满意第一次预约的等待。行政部门在满意度方面得分很高。共有222条正面评论和131条负面评论。性别问题服务质量调查提供了一个机会，可以了解对目前提供的性别服务的满意程度，并确定需要改进的领域，最值得注意的是政府信息中心与地方精神病服务之间的接口。这项研究的结果将个人投诉的角度来看，并表明，尽管在提供跨性别护理固有的挑战，良好的满意度可以实现。我们鼓励性别保健提供者实施质量保证和改进程序，让性别焦虑症患者有机会提供反馈，并在塑造自己的医疗保健方面有发言权。
Measuring patient satisfaction is important in assessing healthcare outcomes due to the growing emphasis on greater partnership between providers and consumers. National Health Service (NHS) commissioning bodies in the United Kingdom increasingly expect patient satisfaction to be included as a service performance indicator as it is regarded as part of the definition of quality of care. The aim of this survey is to better understand levels of satisfaction with current gender identity clinic services (GICs) provision and to identify areas for improvement. A Patient Satisfaction Questionnaire (PSQ-GD) was developed specifically for use in GICs in the United Kingdom, which was given to all patients during one month. PSQ-GD covers clinical care, administrative and procedural issues as well as patient experience of local service provision from their General Practitioner, local psychiatric services and speech therapy. A total of 330 PSQ-GD were given with a response rate of 85%. Ninety-four percent would recommend the services if a friend or relative had a gender-related problem. Twenty percent were dissatisfied with the level of support for others close to the patient. Thirty-one percent were dissatisfied with local psychiatric services. Twenty-seven percent were dissatisfied with the wait for the first appointment. Administration scored high on satisfaction. A total of 222 positive and 131 negative comments were made. The PSQ-GD offers an opportunity to understand levels of satisfaction with current gender service provision and identifies areas for improvement, most notably the interface between GICs and local psychiatric services. Findings from this study put individual complaints in perspective and show that despite the challenges inherent in providing transgender care good satisfaction can be achieved. We encourage gender care providers to implement quality assurance and improvement procedures to give people with gender dysphoria the opportunity to provide feedback and have a voice in shaping their own health care.