Weston R, Dabis R, Ross J D C
Whittall Street Clinic, Birmingham B4 6DH, UK.
Sex Transm Infect. 2009 Oct;85(6):459-67. doi: 10.1136/sti.2009.037358.
Measuring patient satisfaction is an important aspect of making services attractive to patients and improving service delivery, and outpatient-based clinics are increasingly assessing service quality using patient-based outcome measures. No systematic review of patient satisfaction in sexually transmitted infection clinics has previously been performed. The objectives of the review were: (1) to establish how patient satisfaction with sexual health services has been defined and measured; (2) to identify whether a "gold standard" method exists; and (3) to identify the themes regarded by patients as priorities for delivering a quality service within a sexually transmitted infection clinic setting.
A search of eight electronic journal databases and unpublished data sources was used to identify studies measuring patient satisfaction in a sexually transmitted infection clinic setting. Following initial review of each abstract, data from eligible studies were extracted by two independent reviewers and content analysis used to identify common themes.
Eighteen questionnaire-based studies, nine semistructured interviews and four other studies, including three focus groups, fulfilled the selection criteria for inclusion. Three studies incorporated more than one method of analysis. No common validated method of assessing patient satisfaction was identified. Themes reported to be of greatest importance were the convenience of clinic location, availability of appointments, staff attitude to patients, effective provision of information and maintenance of confidentiality.
This review has identified the need for a validated and standardised approach to assess patient satisfaction in sexually transmitted infection clinics. Comparing studies which have measured satisfaction, clear themes for the provision of a high quality service, from a patient perspective, have emerged. These themes should be incorporated into assessment tools, such as questionnaires, when reviewing service delivery.
衡量患者满意度是使服务对患者具有吸引力并改善服务提供的一个重要方面，以门诊为基础的诊所越来越多地使用基于患者的结果指标来评估服务质量。此前尚未对性传播感染诊所的患者满意度进行系统评价。该评价的目标是：（1）确定如何定义和衡量患者对性健康服务的满意度；（2）确定是否存在“金标准”方法；（3）确定在性传播感染诊所环境中患者认为提供优质服务的优先主题。
检索八个电子期刊数据库和未发表的数据来源，以识别衡量性传播感染诊所患者满意度的研究。在对每个摘要进行初步审查后，两名独立的评审员提取符合条件的研究数据，并使用内容分析来确定共同主题。
18项基于问卷的研究、9项半结构化访谈和4项其他研究（包括3个焦点小组）符合纳入选择标准。三项研究采用了不止一种分析方法。未发现评估患者满意度的通用有效方法。报告最重要的主题是诊所位置的便利性、预约的可获得性、工作人员对患者的态度、信息的有效提供和保密性的维护。
本评价确定了需要一种经过验证的标准化方法来评估性传播感染诊所的患者满意度。比较衡量满意度的研究后，从患者角度来看，出现了提供高质量服务的明确主题。在审查服务提供情况时，这些主题应纳入评估工具，如问卷中。
