Sun B C, Adams J G, Burstin H R
Department of Emergency Medicine, Brigham and Women's Hospital, Boston, MA 02115, USA.
Ann Emerg Med. 2001 Nov;38(5):527-32. doi: 10.1067/mem.2001.119250.
We sought to validate a previously developed model of emergency department patient satisfaction in a general population using a standard mailed format. The study aims to export the findings of a comprehensive ED quality-of-care study to an easily measured patient population.
A double-sided, single-page survey was mailed to all patients discharged home from 4 teaching hospital EDs during a 1-month period. Determinants of patient satisfaction were analyzed with a previously developed multivariate, ordinal logistic-regression model.
The mail survey response rate was 22.9% (2,373/10,381). The survey validates the importance of previously identified determinants of patient satisfaction, including age, help not received when needed, poor explanation of problem, not told about wait time, not told when to resume normal activity, poor explanation of test results, and not told when to return to the ED (P <.01). Greater age predicted higher patient satisfaction, whereas all other variables correlated with lower patient satisfaction. In contrast with prior findings, black race was not a significant predictor of satisfaction in the mail survey population. Low ratings of overall care are strongly correlated with reduced willingness to return (P <.0001).
A patient satisfaction model was previously developed from a comprehensive research survey of ED care. We demonstrate the generalizability of this model to a mail survey population and replicate the finding that satisfaction strongly predicts willingness to return. The response rate of this study is typical of commercial patient-satisfaction surveys. The validated model suggests that ED patient satisfaction improvement efforts should focus on a limited number of modifiable and easily measured factors.
我们试图使用标准邮寄格式，在普通人群中验证先前开发的急诊科患者满意度模型。该研究旨在将一项全面的急诊科护理质量研究结果推广至易于测量的患者群体。
在1个月期间，向4家教学医院急诊科所有出院回家的患者邮寄了一份双面单页调查问卷。采用先前开发的多变量有序逻辑回归模型分析患者满意度的决定因素。
邮寄调查的回复率为22.9%（2373/10381）。该调查验证了先前确定的患者满意度决定因素的重要性，包括年龄、需要时未得到帮助、对问题解释不清、未被告知等待时间、未被告知何时恢复正常活动、对检查结果解释不清以及未被告知何时返回急诊科（P<.01）。年龄越大，患者满意度越高，而所有其他变量与患者满意度较低相关。与先前的研究结果相反，在邮寄调查人群中，黑人种族不是满意度的显著预测因素。总体护理评分低与返回意愿降低密切相关（P<.0001）。
先前从一项关于急诊科护理的综合研究调查中开发了一个患者满意度模型。我们证明了该模型对邮寄调查人群的可推广性，并重现了满意度强烈预测返回意愿的发现。本研究的回复率是商业患者满意度调查的典型水平。经过验证的模型表明，急诊科患者满意度改善工作应侧重于有限数量的可改变且易于测量的因素。
