Associations Between Waiting Times, Service Times, and Patient Satisfaction in an Endocrinology Outpatient Department: A Time Study and Questionnaire Survey.
Associations Between Waiting Times, Service Times, and Patient Satisfaction in an Endocrinology Outpatient Department: A Time Study and Questionnaire Survey.
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DOI：
10.1177/0046958017739527
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发表时间：
2017-01
期刊：
影响因子：
--
通讯作者：
Or C
中科院分区：
文献类型：
--
作者：
Xie Z;Or C
由于等待对患者对医疗保健的满意度产生负面影响，患者长时间等待的问题引起了越来越多的公众关注。本研究考察了实际等待时间、感知可接受等待时间、实际服务时间、感知可接受服务时间、实际就诊时间与患者护理满意度之间的关系。我们对国内某大型教学医院内分泌科门诊患者进行了横断面时间研究和问卷调查。我们的研究结果表明，实际等待时间与患者对他们所接受的护理的几个方面的满意度呈负相关。此外，对社会文化氛围和以身份为导向的护理方法不太满意的患者倾向于认为他们花在等待和接受护理上的时间是不可接受的。不可能总是避免对等待的不满，也不可能通过增加人手等资源来减少等待时间。然而，可以考虑在护理服务方面进行一些改进。我们的建议包括提供更清晰、更透明的信息，让患者了解他们可能得到的卫生保健服务，以及负责这些服务的卫生保健专业人员。我们还建议，鼓励护理人员继续表现出对患者的同情和尊重，为患者提供私人区域，让他们可以与卫生专业人员交谈，没有人会偷听，医院工作人员应礼貌友好地对待陪伴患者的家人或朋友。
The issue of long patient waits has attracted increasing public attention due to the negative effects of waiting on patients’ satisfaction with health care. The present study examined the associations between actual waiting time, perceived acceptability of waiting time, actual service time, perceived acceptability of service time, actual visit duration, and the level of patient satisfaction with care. We conducted a cross-sectional time study and questionnaire survey of endocrinology outpatients visiting a major teaching hospital in China. Our results show that actual waiting time was negatively associated with patient satisfaction regarding several aspects of the care they received. Also, patients who were less satisfied with the sociocultural atmosphere and the identity-oriented approach to their care tended to perceive the amounts of time they spent waiting and receiving care as less acceptable. It is not always possible to prevent dissatisfaction with waiting, or to actually reduce waiting times by increasing resources such as increased staffing. However, several improvements in care services can be considered. Our suggestions include providing clearer, more transparent information to keep patients informed about the health care services that they may receive, and the health care professionals who are responsible for those services. We also suggest that care providers are encouraged to continue to show empathy and respect for patients, that patients are provided with private areas where they can talk with health professionals and no one can overhear, and that hospital staff treat the family members or friends who accompany patients in a courteous and friendly way.
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影响因子：
2.8
作者：
Cao W;Wan Y;Tu H;Shang F;Liu D;Tan Z;Sun C;Ye Q;Xu Y
通讯作者：
Xu Y
愿意等待吗？：患者等待时间对初级保健满意的影响。
影响因子：
2.8
作者：
Anderson, Roger T.;Camacho, Fabian T.;Balkrishnan, Rajesh
通讯作者：
Balkrishnan, Rajesh
影响因子：
1.2
作者：
Leiba, A;Weiss, Y;Bar-Dayan, Y
通讯作者：
Bar-Dayan, Y
影响因子：
3
作者：
WARE, JE;HAYS, RD
通讯作者：
HAYS, RD
影响因子：
2.9
作者：
Feddock, CA;Hoellein, AR;Caudill, TS
通讯作者：
Caudill, TS