Waiting time is a major predictor of patient satisfaction in a primary military clinic
Waiting time is a major predictor of patient satisfaction in a primary military clinic
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DOI：
10.1093/milmed/167.10.842
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发表时间：
2002-10-01
影响因子：
1.2
通讯作者：
Bar-Dayan, Y
中科院分区：
文献类型：
--
作者：
Leiba, A;Weiss, Y;Bar-Dayan, Y
患者满意度已成为评估医疗保健质量的一个越来越重要的参数。确定总体满意度的最重要贡献者可以帮助卫生保健提供者改善护理。然而，简单的患者满意度调查很难划分，也不能完全解释患者的满意或不满意。我们建立了一个孤立的单一干预模型，并评估了干预前后患者的满意度。记录干预后总体满意度的显著变化，在改变患者护理的一个方面之后，可以为我们提供有关干预重要性的有价值的数据。我们假设，在年轻的义务兵役新兵中，“时间因素”（花在安排预约和在诊所等待上的时间）是总体满意度的主要因素。因此，我们通过干预门诊安排和等待时间来修改这一因素。门诊电话服务得到改善。门诊等候时间已大大缩短。这一单一干预措施显著提高了患者的总体满意度。我们的模型证明，诊所的可用性和等待时间与总体满意度显著相关。对满意度调查的统计分析也得出了类似的结果，进一步强调了“时间因素”在士兵满意度中的重要性。在满意度的一个方面测量单独干预前后的患者满意度是一种有效的工具。这使我们能够分析满意度并评估其主要贡献者。
Patient satisfaction has emerged as an increasingly important parameter in the assessment of health care quality. Determination of the most important contributors of overall satisfaction can assist health care providers in improving care. However, simple patient satisfaction surveys are difficult to compartmentalize and fail to fully explain patient satisfaction or disapproval. We generated a model with an isolated, single intervention and evaluated patient satisfaction before and after the intervention. Documenting a significant change in postintervention general satisfaction, after changing only one aspect of patient care, can give us valuable data about the importance of this intervention. We hypothesized that in our population of young obligatory service recruits, "time factor" (time spent at scheduling an appointment and waiting in the clinic) is a major contributor of overall satisfaction. Hence, we modified this factor by intervening in clinic scheduling and waiting times. Clinic availability on the phone was improved. Clinic waiting times have been shortened significantly. This single intervention generated a significant rise in overall patient satisfaction. Our model proved that clinic availability and waiting times are significantly correlated to overall satisfaction. Statistical analysis of the satisfaction survey showed similar results, further stressing the importance of the "time factor" in soldiers' satisfaction. Measuring patient satisfaction before and after a lone intervention in one aspect of satisfaction is an effective tool. This allows us to analyze satisfaction and evaluate its major contributors.