Rubio Ruby Navarro, Pearson Heidi C, Clark Aubrey A, Breitkopf Carmen Radecki
University of Texas Medical Branch, Galveston, USA.
Psychol Health Med. 2007 May;12(3):334-45. doi: 10.1080/13548500600864053.
Patient satisfaction correlates with important health behaviors and outcomes. Little is known about satisfaction in disadvantaged populations of different racial/ethnic backgrounds. The current study evaluated demographic and psychological correlates of patient satisfaction among a low-income, multiethnic sample of female outpatients attending cervical cancer screening. Participants included 338 African American, Latina, and white women ages 18 - 49 years attending University of Texas Medical Branch Regional Maternal & Child Health Clinics. Data were obtained via self-report and chart review. Patient satisfaction was assessed using the Patient Satisfaction Questionnaire (PSQ). Total PSQ scores reflected two distinct underlying subscales (satisfaction and dissatisfaction), which differed from the original factor structure of the PSQ. Satisfaction was predicted by patient beliefs that their health is self-determined, beliefs that doctors control their health, self-esteem, and education. Dissatisfaction was predicted by patient beliefs that good health is a matter of chance/luck, self-esteem, social desirability, and income. Higher self-esteem, education, and beliefs that health is controlled by oneself or doctors correlated with higher satisfaction with care in the clinic setting. Understanding the influence of patient characteristics on perceptions of care is important for physicians to foster relationships with patients that increase feelings of satisfaction, decrease dissatisfaction, and ultimately, improve health outcomes.
患者满意度与重要的健康行为及结果相关。对于不同种族/族裔背景的弱势群体中的满意度，我们了解甚少。当前研究评估了参加宫颈癌筛查的低收入多族裔女性门诊患者中，患者满意度的人口统计学和心理相关因素。参与者包括338名年龄在18至49岁之间的非裔美国、拉丁裔和白人女性，她们在德克萨斯大学医学分部地区母婴健康诊所就诊。数据通过自我报告和病历审查获得。使用患者满意度问卷（PSQ）评估患者满意度。PSQ总得分反映了两个不同的潜在子量表（满意度和不满意度），这与PSQ的原始因子结构不同。患者认为健康由自己决定、认为医生控制其健康、自尊和受教育程度可预测满意度。患者认为健康是机遇/运气问题、自尊、社会期望和收入可预测不满意度。较高的自尊、受教育程度以及认为健康由自己或医生控制的信念，与在诊所环境中对护理的更高满意度相关。了解患者特征对护理认知的影响，对于医生建立与患者的关系非常重要，这种关系可增加满意度、减少不满意度，并最终改善健康结果。
