Improving Efficiency and Patient Satisfaction in a Tertiary Teaching Hospital Preoperative Clinic
Improving Efficiency and Patient Satisfaction in a Tertiary Teaching Hospital Preoperative Clinic
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DOI：
10.1097/aln.0b013e3181c617cb
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发表时间：
2010-01-01
期刊：
影响因子：
8.8
通讯作者：
Hepner, David L.
中科院分区：
文献类型：
--
作者：
Harnett, Miriam J. P.;Correll, Darin J.;Hepner, David L.
背景：术前访视的临床和组织方面对患者满意度有显著影响。作者以前的工作表明，从临床医生到病人的信息沟通被认为是最积极的组成部分，而组织问题，特别是等待时间，是最消极的。本研究比较了两个年度周期的患者满意度调查，以评估的过程和实施的变化的影响。方法：作者分发了一页的问卷，包括评价满意度的元素与临床供应商和组织方面的访问，病人在他们的术前诊所在两个不同的时间段。14个不同的问题有5个李克特量表选项，从优秀到差。实施的变化包括文书，调度和临床changes.Results：完成问卷的整体收集率为79%。第2周期各问题评分均高于第2周期，14个问题中有3个问题达到统计学显著性（P < 0.01）。这些问题涉及外科医生办公室对术前评估诊所的解释、诊所工作人员的礼貌和效率以及对等待时间的满意度。平均等待时间从92分钟减少到41分钟（P
Background: Clinical and organizational aspects of the preoperative visit can have a significant impact on patient satisfaction. The authors' previous work demonstrated that communication of information from the clinician to the patient was found to be the most positively rated component, whereas organizational issues, particularly waiting time, were the most negative. This study compares two yearly cycles of patient satisfaction surveys to assess the process and impact of implementation of changes.Methods: The authors distributed a one-page questionnaire, consisting of elements evaluating satisfaction with clinical providers and with organizational aspects of the visit, to patients in their preoperative clinic during two different time periods. Fourteen different questions had five Likert scale options ranging from excellent to poor. Changes implemented included clerical, scheduling, and clinical changes.Results: The overall collection rate of completed questionnaires was 79%. The scores for each question in Cycle 2 were higher for all questions, with 3 of 14 reaching statistical significance (P < 0.01). These questions related to the explanation of the Preoperative Assessment Clinic by the surgeon's office, courtesy and efficiency of the clinic staff, and satisfaction with waiting time. Average waiting time was reduced from 92 to 41 min (P