Hepner David L, Bader Angela M, Hurwitz Shelley, Gustafson Michael, Tsen Lawrence C
Departments of *Anesthesiology, Perioperative and Pain Medicine, †Medicine, and ‡Surgery, and the §Center for Clinical Excellence, Brigham and Women's Hospital, Harvard Medical School, Boston, Massachusetts.
Anesth Analg. 2004 Apr;98(4):1099-1105. doi: 10.1213/01.ANE.0000103265.48380.89.
Preoperative Assessment Testing Clinics (PATCs) coordinate preoperative surgical, anesthesia, nursing, and laboratory care. Although such clinics have been noted to lead to efficiencies in perioperative care, patient experience and satisfaction with PATCs has not been evaluated. We distributed a one-page questionnaire consisting of satisfaction with clinical and nonclinical providers to patients presenting to our PATC over three different time periods. Eighteen different questions had five Likert scale options that ranged from excellent (5) to poor (1). We achieved a 71.4% collection rate. The average for the subscale that indicated overall satisfaction was 4.48 +/- 0.67 and the average for the total instrument was 4.46 +/- 0.55. Although the highest scores were given for subscales describing the anesthesia, nurse, and lab, only the anesthesia subscale improved with time (P = 0.007). The subscale that involved information and communication had the highest correlation with the overall satisfaction subscale (r = 0.76; P < 0.0001). The satisfaction with the total duration of the clinic visit (3.71 +/- 1.26) was significantly less (P < 0.0001) than the satisfaction to the other items. The authors conclude that the practitioner and functional aspects of the preoperative visit have a significant impact on patient satisfaction, with information and communication versus the total amount of time spent being the most positive and negative components, respectively.
Patient satisfaction can serve as an important indicator of the quality of preoperative care delivered in Preoperative Assessment Testing Clinics (PATC). Information and communication, both from clinical and nonclinical service providers, remain the most important positive components, and the total duration of the clinic visit represents the most negative component, of patient satisfaction in a PATC.
术前评估检测诊所（PATC）负责协调术前手术、麻醉、护理及实验室护理工作。尽管此类诊所在围手术期护理方面已被证明能提高效率，但患者对PATC的体验和满意度尚未得到评估。我们在三个不同时间段向到我们PATC就诊的患者发放了一份单页问卷，内容包括对临床和非临床服务提供者的满意度。18个不同问题有五个李克特量表选项，从优秀（5）到差（1）。我们的回收率为71.4%。表示总体满意度的子量表平均分为4.48±0.67，整个问卷的平均分为4.46±0.55。尽管描述麻醉、护士和实验室的子量表得分最高，但只有麻醉子量表随时间有所改善（P = 0.007）。涉及信息和沟通的子量表与总体满意度子量表的相关性最高（r = 0.76；P < 0.0001）。对诊所就诊总时长的满意度（3.71±1.26）明显低于对其他项目的满意度（P < 0.0001）。作者得出结论，术前访视的从业者和功能方面对患者满意度有重大影响，信息和沟通与花费的总时间分别是最积极和最消极的因素。
患者满意度可作为术前评估检测诊所（PATC）提供的术前护理质量的重要指标。临床和非临床服务提供者的信息和沟通仍然是患者对PATC满意度中最重要的积极因素，而诊所就诊的总时长是最消极的因素。
