Njio Bastiaan J, ter Heege Gea J, Prahl-Andersen Birte
Private Orthodontic Practice, Leiden, The Netherlands.
J Orofac Orthop. 2008 Nov;69(6):448-62. doi: 10.1007/s00056-008-0654-4. Epub 2008 Nov 11.
The aim of this study was to help orthodontic professionals to measure patient satisfaction objectively within their own clinical setting. We also aimed to share these benchmark data with an international audience.
The philosophy of the EURO-QUAL project was adopted, with 18 orthodontists participating in this benchmarking project. We used the STOPS-questionnaire tested on validity between 1998 and 2002. It consisted of 23 statements measuring five dimensions of care and two open questions. Age and gender were collected as demographic data, and the respondents were anonymized. Either the internet or a paper version of the questionnaire was used for data collection.
1,538 patients responded during a 3-month period. When asked about the various dimensions of care, patients expressed satisfaction with the professional competence of their orthodontists and the treatment they received. Patients were least satisfied with the discomfort associated with the treatment and with the appointment procedures. The STOPS-questionnaire was further validated, revealing a Cronbach's Alpha score of 0.75. Average values for a benchmark were presented.
Changes in society are always reflected in health care, therefore knowledge management is important. This study demonstrates a method for gaining explicit knowledge about patient satisfaction, which facilitates practice management and can be done quickly.
本研究旨在帮助正畸专业人员在其自身临床环境中客观地衡量患者满意度。我们还旨在与国际受众分享这些基准数据。
采用EURO-QUAL项目的理念，18名正畸医生参与了这个基准测试项目。我们使用了1998年至2002年间经过效度测试的STOPS问卷。它由23条陈述组成，用于衡量护理的五个维度以及两个开放性问题。收集年龄和性别作为人口统计学数据，并对受访者进行匿名处理。通过互联网或问卷纸质版进行数据收集。
在3个月的时间里，有1538名患者做出了回应。当被问及护理的各个维度时，患者对正畸医生的专业能力以及他们所接受的治疗表示满意。患者对与治疗相关的不适以及预约程序最不满意。STOPS问卷得到了进一步验证，Cronbach's Alpha得分为0.75。给出了基准的平均值。
社会变革总是反映在医疗保健中，因此知识管理很重要。本研究展示了一种获取有关患者满意度的显性知识的方法，这有助于实践管理，并且可以快速完成。
