Billing Kathryn, Newland Henry, Selva Dinesh
Department of Ophthalmology, Royal Adelaide Hospital, University of Adelaide, North Terrace, Adelaide, SA, Australia.
Clin Exp Ophthalmol. 2007 Jul;35(5):439-47. doi: 10.1111/j.1442-9071.2007.01514.x.
This study aims to determine the sociodemographic characteristics of the Ophthalmology Outpatient Clinic at the Royal Adelaide Hospital, to ascertain satisfaction levels with aspects of care, and determine if patient satisfaction levels can be increased by the provision of information letters prior to appointment.
New patients attending Ophthalmology Outpatient Clinic were surveyed regarding sociodemographic information and satisfaction levels. Participants received an introductory letter prior to their clinic appointment, and were compared with controls. Responses were analysed using Mann-Whitney U-tests. Satisfaction scores regarding waiting times, clinic environment, doctors, nurses, clerical staff and general satisfaction were correlated with demographic data using Spearman correlation coefficient analysis and chi-squared statistics. Ordinal logistic regression and non-parametric rack testing determined differences between the two groups.
Positive correlations were identified between patient-estimated actual waiting time, ratings of waiting times, booking efficiency, information given, intention to return to, recommend the clinic, to comply with advice given, and higher ratings of the overall quality of the service, and satisfaction levels. Negative qualitative comments correlated with lower ratings of satisfaction and quality of the service. The intervention group showed statistically significantly higher ratings of the wait in clinic and the overall quality of the service. Satisfaction ratings of the clinic staff were also higher in the intervention group.
Ophthalmology outpatients are more likely to be happy with their health care if they are satisfied with waiting times, and are more likely to return to the service and comply with advice, thus improving health outcomes. Provision of information regarding the outpatient clinic structure and estimated waiting times is a simple, cost-effective method of improving patient satisfaction levels and altering perceptions of waiting times.
本研究旨在确定皇家阿德莱德医院眼科门诊的社会人口统计学特征，确定对护理各方面的满意度，并确定在预约前提供信息信函是否能提高患者满意度。
对眼科门诊的新患者进行社会人口统计学信息和满意度调查。参与者在门诊预约前收到一封介绍信，并与对照组进行比较。使用曼-惠特尼U检验分析回复。使用斯皮尔曼相关系数分析和卡方统计将关于等待时间、诊所环境、医生、护士、文书工作人员的满意度得分以及总体满意度与人口统计学数据相关联。有序逻辑回归和非参数秩检验确定两组之间的差异。
在患者估计的实际等待时间、等待时间评分、预约效率、提供的信息、返回意愿、推荐诊所意愿、遵守所给建议意愿以及对服务总体质量的较高评分与满意度水平之间发现了正相关。负面定性评论与较低的满意度和服务质量评分相关。干预组在诊所等待时间和服务总体质量方面的评分在统计学上显著更高。干预组对诊所工作人员的满意度评分也更高。
如果眼科门诊患者对等待时间感到满意，他们对医疗保健的满意度更高，并且更有可能返回该服务并遵守建议，从而改善健康结果。提供有关门诊结构和估计等待时间的信息是提高患者满意度水平和改变对等待时间看法的一种简单、经济有效的方法。
