Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations
Overall patient satisfaction with hospitals: effects of patient-reported experiences and fulfilment of expectations
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DOI：
10.1136/bmjqs-2011-000137
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发表时间：
2012-01-01
影响因子：
5.4
通讯作者：
Iversen, Hilde Hestad
中科院分区：
文献类型：
--
作者：
Bjertnaes, Oyvind A.;Sjetne, Ingeborg Stromseng;Iversen, Hilde Hestad
背景：患者满意度和体验是医疗质量的重要组成部分，但患者期望很少被包括在质量评估中。本研究的目的是评估患者对医院总体满意度的不同预测因素的影响，包括患者报告的经历、患者期望的实现程度和社会人口变量。方法：2006年秋季，通过对挪威五个健康地区的63家医院进行的全国患者体验调查收集数据。出院后邮寄问卷给24141名患者。4周后，未接受调查的人收到提醒。结果：有13个变量与患者总体满意度显著相关：2个变量与期望实现有关，8个变量与患者报告的经历有关，3个变量与社会人口学变量有关。回归模型解释了患者总体满意度变化的59%。患者对医院满意度的最重要预测因素是患者报告的护理服务经验(Beta=0.27p<；0.001)，其次是对患者期望的满足(Beta=0.21p<；0.001)，医生服务经验(Beta=0.12p<；0.001)和感觉到的不正确治疗(Beta=0.12p<；0.001)。多水平回归分析证实了大多数结果，但年龄并不是患者总体满意度的显著预测因素。结论：研究表明，期望的实现和患者报告的经历都与患者总体满意度不同，但与之相关。患者对医院的总体满意度最重要的预测因素是患者报告的经历和期望的实现情况。
Background: Patient satisfaction and experiences are important parts of healthcare quality, but patient expectations are seldom included in quality assessments. The objective of this study was to estimate the effects of different predictors of overall patient satisfaction with hospitals, including patient-reported experiences, fulfilment of patient expectations and socio-demographic variables.Methods: Data were collected using a national patient-experience survey of 63 hospitals in the five health regions in Norway during the autumn of 2006. Postal questionnaires were mailed to 24 141 patients after their discharge from hospital. Non-respondents were sent a reminder after 4 weeks. Multivariate linear regression analysis including multilevel regression was used to assess the predictors of overall patient satisfaction with hospitals.Results: Thirteen variables were significantly associated with overall patient satisfaction: two variables about fulfilment of expectations, eight about patient-reported experiences and three socio-demographic variables. The regression model explained 59% of the variation in overall patient satisfaction. The most important predictor of patient satisfaction with hospitals was patient-reported experiences with the nursing services (beta=0.27, p< 0.001), followed by fulfilment of patient expectations (beta=0.21, p< 0.001), experiences with doctor services (beta=0.12, p< 0.001) and perceived incorrect treatment (beta=0.12, p< 0.001). Multilevel regression analysis confirmed most of the findings, but revealed that age was not a significant predictor of overall patient satisfaction.Conclusions: The study showed that both fulfilment of expectations and patient-reported experiences are distinct from but related to overall patient satisfaction. The most important predictors for overall patient satisfaction with hospitals are patient-reported experiences and fulfilment of expectations.