Tabrizi J S, O'Rourke P K, Wilson A J, Coyne E T
Faculty of Health and Nutrition, Tabriz Medical Sciences University, Tabriz, Iran.
Diabet Med. 2008 May;25(5):612-7. doi: 10.1111/j.1464-5491.2008.02420.x.
To assess the service quality of care as perceived by people with Type 2 diabetes mellitus.
A cross-sectional survey using a self-administered questionnaire was carried out among members of Diabetes Australia-Queensland with Type 2 diabetes. For 12 aspects of service quality derived from a literature review and focus group research, patients scored the relative importance of the aspects and their perception of quality of received care. A measure of service quality was derived by combining the relative importance and actual performance.
A total of 603 people with Type 2 diabetes participated. Of the 12 aspects of care, communication, availability of support group, safety and prevention had the highest scores for importance; support group and basic amenities had the highest average performance values; but the highest service quality values were for support group, basic amenities, dignity and confidentiality. Younger participants had lower service quality scores (P = 0.001) and participants with good control of their diabetes had higher scores (P < 0.001). Compared with the reference population, our sample had 8.7% fewer people under 65 years old.
From the perspective of people with Type 2 diabetes, there is a notable gap between their expectations and what they have actually received in most aspects of provided care. In addition, overall service quality and six aspects of service quality (choice of care provider, accessibility, prevention, continuity, timeliness and safety) were identified to be of inadequate quality. Hence, this study demonstrates a significant opportunity to improve quality of healthcare services.
评估2型糖尿病患者所感受到的护理服务质量。
对澳大利亚昆士兰糖尿病协会中患有2型糖尿病的成员进行了一项使用自填式问卷的横断面调查。对于从文献综述和焦点小组研究中得出的12个服务质量方面，患者对这些方面的相对重要性以及他们对所接受护理质量的看法进行了评分。通过结合相对重要性和实际表现得出了服务质量的衡量指标。
共有603名2型糖尿病患者参与。在护理的12个方面中，沟通、支持小组的可及性、安全和预防在重要性方面得分最高；支持小组和基本便利设施的平均表现值最高；但服务质量最高的值是支持小组、基本便利设施、尊严和保密性。年轻参与者的服务质量得分较低（P = 0.001），而糖尿病控制良好的参与者得分较高（P < 0.001）。与参考人群相比，我们的样本中65岁以下的人数少了8.7%。
从2型糖尿病患者的角度来看，他们在所接受护理的大多数方面的期望与实际所获得的之间存在显著差距。此外，整体服务质量以及服务质量的六个方面（护理提供者的选择、可及性、预防、连续性、及时性和安全性）被确定为质量不足。因此，本研究表明有显著机会改善医疗服务质量。
