McKinley R K, Roberts C
Department of General Practice and Primary Health Care, University of Leicester, Leicester General Hospital, Gwendolen Road, Leicester LE5 4PW, UK.
Qual Health Care. 2001 Mar;10(1):23-8. doi: 10.1136/qhc.10.1.23.
To describe the relationship between patient satisfaction with out of hours care provided by deputising and practice doctors in four urban areas in England and characteristics of the service provided and patients, the care given, and health outcomes.
-Fourteen general practices in four urban areas in England.
People who requested out of hours care.
Analysis of data from a study of out of hours care. Patients were interviewed within 5 days of their request for out of hours care. Data on the service provided were obtained from medical records and all other data were collected at interview. Satisfaction was measured using a valid reliable instrument.
2152 patients were recruited to the study and 1466 were interviewed. Satisfaction data were available on 1402 patients. "Overall satisfaction" was associated with age, doctor type, lack of access to a car at the time of the request, and health outcome. The relationships between satisfaction subscales and patient characteristics (age, sex, ethnicity, and access to a car at the time of the request), service characteristics (doctor type and delay between the request and visit), whether a prescription was given, and health outcome were variable. If an expected home visit was not received, "overall satisfaction" and satisfaction with "communication and management", "doctor's attitude", and "initial contact person" were reduced.
Patient satisfaction is dependent on many factors. Mismatch between patient expectation and the service received is related to decreased satisfaction. This may increase as general practitioners delegate more out of hours care to cooperatives and deputising services.
描述英格兰四个城市地区患者对代理医生和执业医生提供的非工作时间护理的满意度与所提供服务的特征、患者情况、所给予的护理以及健康结果之间的关系。
英格兰四个城市地区的14家全科诊所。
请求非工作时间护理的人。
对一项非工作时间护理研究的数据进行分析。在患者请求非工作时间护理后的5天内对其进行访谈。从医疗记录中获取所提供服务的数据，所有其他数据在访谈时收集。使用有效可靠的工具测量满意度。
2152名患者被纳入研究，1466名患者接受了访谈。有1402名患者的满意度数据。“总体满意度”与年龄、医生类型、请求护理时无法使用汽车以及健康结果相关。满意度子量表与患者特征（年龄、性别、种族以及请求护理时是否有汽车）、服务特征（医生类型以及请求与就诊之间的延迟）、是否开具了处方以及健康结果之间的关系各不相同。如果未收到预期的家访，“总体满意度”以及对“沟通与管理”、“医生态度”和“最初联系人”的满意度会降低。
患者满意度取决于许多因素。患者期望与所接受服务之间的不匹配与满意度降低有关。随着全科医生将更多非工作时间护理委托给合作社和代理服务机构，这种情况可能会增加。
