Staff affirmations and client criticisms: Staff and client perceptions of quality of care at sexually transmitted disease clinics
Staff affirmations and client criticisms: Staff and client perceptions of quality of care at sexually transmitted disease clinics
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DOI：
10.1097/01.olq.0000163597.44078.19
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发表时间：
2005-05-01
影响因子：
3.1
通讯作者：
Bachmann, LH
中科院分区：
文献类型：
--
作者：
Lichtenstein, B;Bachmann, LH
目的：公共卫生性传播疾病（STD）诊所在STD控制工作中发挥着核心作用。本研究探讨了亚拉巴马州两个性病诊所的客户服务质量感知。目的：本研究的目的是评估和开发工具，用于评估性病诊所的客户满意度。研究：2003年6月至11月期间，在诊所进行了四个焦点小组的工作人员（N = 16）和客户（N = 15）。结果：工作人员和客户对诊所的尊重、隐私保护和友好程度的评估存在很大差异。客户关心的是可见度、被污名化或不受尊重，以及违反保密规定。对被污名化的担忧主要集中在非临床工作人员身上。工作人员认为这些关切没有道理。两个groups.Conclusion：工作人员与客户的互动是性病护理的一个重要因素，和“前台”的行动定下了基调，在公共性病诊所的医疗服务质量被评为高。非临床医生应该接受培训，以改善肢体语言和其他行为，以减轻焦虑，恐惧，有时不信任卫生系统的客户的耻辱感。
Objectives: Public health sexually transmitted disease (STD) clinics play a central role in STD control efforts. This study addressed the perceived quality of client services at two STD clinics in Alabama.Goal: The goal of this study was to evaluate and develop tools for assessment of client satisfaction at STD clinics.Study: Four focus groups of staff (N = 16) and clients (N = 15) at the clinics were conducted between June and November 2003.Results: Staff and client assessments of respect, privacy protections, and friendliness at the clinics differed in substantial ways. Clients were concerned with visibility, being stigmatized or disrespected, and about a breach of confidentiality. Concerns about being stigmatized focused mainly on nonclinical staff. The staff did not perceive these concerns to be warranted. Quality of medical care was rated high by both groups.Conclusion: Staff-client interactions are an important element of STD care, and "front desk" actions set the tone at public STD clinics. Nonclinicians should receive training to improve body language and other behaviors to alleviate the stigma concerns of clients who are anxious, fearful, and sometimes distrustful of the health system.