Patients' satisfaction with the non-communicable diseases services provided at UNRWA health centres in Gaza governorates: a cross-sectional study.
Patients' satisfaction with the non-communicable diseases services provided at UNRWA health centres in Gaza governorates: a cross-sectional study.
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DOI：
10.1016/s0140-6736(18)30418-5
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发表时间：
2018-02-21
期刊：
影响因子：
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通讯作者：
Elkahtib, Zoheir
中科院分区：
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作者：
Elkahtib, Zoheir
背景：大多数卫生保健组织对评估其服务质量越来越感兴趣。病人满意度在医疗服务质量评估中具有核心作用，因为它反映了从客户角度来看服务的适当性。本研究的目的是评估的满意度，在非传染性疾病（主要是糖尿病和高血压）的患者接受近东救济工程处的卫生中心在Gaza provinces.METHODS服务的水平：在这个横断面研究中，我们选择了一个随机样本的参与者谁提出了随机选择的6个卫生中心的非传染性疾病的治疗。通过退出访谈技术，根据研究资格标准选择参与者，并要求他们完成问卷调查。量表的总信度（Cronbach’s Alpha）为0.936。为了检验结构有效性，我们使用了因子分析主成分提取与方差最大旋转和Kaiser归一化，临界点为0·4。报告的方差为42.28%，表明高效度。巴勒斯坦卫生部（赫尔辛基委员会）的伦理批准，并获得口头同意从participants.FINDINGS：327（82%）的400名合格的患者完成了问卷调查。报告的对非传染性疾病服务的总体满意度中等偏高（72%）。该研究抽取了六个领域，可作为衡量病人对近东救济工程处非传染性疾病诊所服务满意度的框架。这些领域的满意度得分各不相同，从57%到84%不等。尽管患者对总体印象、可及性、沟通和人际关系的满意度较高，但对服务的技术质量、诊所环境和服务的便利性的满意度较低。未婚、工作、居住在加沙南部省份、受过教育和收到教育材料的人比他们的同行更满意。由特定保健提供者诊治、从近东救济工程处获得所有药物、以及没有因得不到服务而被诊所拒之门外的病人比其他病人更满意。患者满意度的水平没有不同的性别，年龄，残疾的存在，与非传染性疾病相关的并发症的存在，控制状态，种非传染性疾病，提供的治疗类型，或持续时间的非传染性diseases.Interpretation：增加的便利性和促进工作的技术质量是重要的，以改善非传染性疾病患者的经验。此外，卫生管理人员和卫生服务提供者可以利用这些研究结果，把重点放在那些谁是在失去他们对服务的满意度的风险。
BACKGROUND: Most health-care organisations are increasingly interested in assessing the quality of their services. Patient satisfaction has a central role in the quality assessment in health care because it reflects the appropriateness of services from the clients' perspectives. The aim of this study was to assess the level of satisfaction in patients with non-communicable diseases (mainly diabetes and hypertension) who receive services from UNRWA health centres in Gaza governorates.METHODS: In this cross-sectional study we chose a random sample of participants who presented to the randomly selected six health centres for treatment of non-communicable diseases. Through an exit interviewing technique, participants were chosen according to the study eligibility criteria and were requested to complete a questionnaire. The total instrument reliability (Cronbach's Alpha) was very high (0·936). To examine construct validity, we used Factor Analysis Principal Component Extraction with Varimax Rotation and Kaiser Normalisation with a cutoff point of 0·4. The reported variance was 42·28%, indicating high validity. Ethical approval from the Palestinian Ministry of Health (the Helsinki committee) was obtained, and verbal consent was obtained from the participants.FINDINGS: 327 (82%) of 400 eligible patients completed the questionnaire. The reported overall satisfaction level with services for non-communicable diseases was moderately high (72%). The study extracted six domains that could constitute a framework for patient satisfaction with services at UNRWA clinics for non-communicable diseases. Elicited satisfaction scores about these domains varied and ranged from 57% to 84%. Although high satisfaction levels were found with general impressions, accessibility, communication, and interpersonal relationships, patients had a low level of satisfaction with the technical quality of services, clinic environment, and convenience of the services. People who were unmarried, working, living in the southern governorates of Gaza, educated, and had received educational materials were more satisfied than their counterparts. Patients who were seen by a specific health provider, who received all their medications from UNRWA, and who had not been turned away from a clinic without receiving the service they came for were more satisfied than their counterparts. The level of patient satisfaction did not differ by sex, age, presence of disability, presence of complications associated with non-communicable diseases, control status, kind of non-communicable disease, type of treatment provided, or duration of the non-communicable disease.INTERPRETATION: Increasing the convenience and promoting the technical quality of work are important to improve the experience of patients with non-communicable disease. Furthermore, health managers and health providers could use these study findings to focus on those who are at risk of losing their satisfaction with services.FUNDING: None.