Medical emergency department, Ibn Sina University Hospital, 10000, Rabat, Morocco.
BMC Health Serv Res. 2010 Jun 2;10:149. doi: 10.1186/1472-6963-10-149.
Patients' satisfaction is an important indicator for quality of care. Measuring healthcare quality and improving patient satisfaction have become increasingly prevalent, especially among healthcare providers and purchasers of healthcare. This is mainly due to the fact that consumers are becoming increasingly more knowledgeable about healthcare. No studies of inpatients' satisfaction with hospital care have been conducted in Morocco. The first objective of the present study was to confirm the reliability and validity of the Arabic version of the EQS-H (Echelle de Qualité des Soins en Hospitalisation). The second objective was to evaluate patient satisfaction in an acute medicine department in Morocco by using the EQS-H questionnaire; and also to assess the influence of certain demographics, socioeconomics, and health characteristics in patient satisfaction.
it was a patient survey conducted in an acute medicine department of a Moroccan University Hospital. We surveyed their socio demographic status, and health characteristics at admission. We performed structured face to face interviews with patients who were discharged from hospital. The core of the EQS-H questionnaire was translated to Arabic, adapted to the present setting, and then used to measure patient satisfaction with quality of care. The internal consistency of the EQS-H scale was assessed by Chronbach's coefficient alpha. Validity was assessed by factor analysis. Factors influencing inpatients' satisfaction were identified using multiple linear regression.
The Arabic version of EQS-H demonstrated an excellent internal consistency for the two dimensions studied (0.889 for 'quality of medical information' (MI) and 0.906 for 'Relationship with staff and daily routine' (RS)). The principal component analysis confirmed the bidimensional structure of the questionnaire and explained 60% of the total variance. In the univariate analysis, urban residence, higher income, better perceived health status compared to admission, better perceived health status compared to people of the same age, and satisfaction with life in general were related to MI dimension; Otherwise, mal gender, urban residence, higher income, staying in double room, better perceived health status compared to admission, and satisfaction with life in general were related to RS dimension. The multiple linear regression showed that four independent variables were associated with higher satisfaction in MI: More than 2 prior hospitalizations, a longer length of stay (10-14 days) (P = 0.002), staying in double room (P = 0.022), and better perceived health status compared to admission (P = 0.036). Three independent variables were associated with higher satisfaction in RS: a longer length of stay (10-14 days) (P = 0.017), better perceived health status compared to admission day (P = 0.013), and satisfaction with life in general (P = 0.006).
Our current data assessing patient satisfaction with acute health care by the Arabic version of the EQS-H showed that the satisfaction rate was average on MI dimension; and good on RS dimension of the questionnaire. The majority of participants were satisfied with the overall care. Demographic, socioeconomic, and health characteristics may influence in-patients satisfaction in Morocco, a low/middle income country. An appreciation and understanding of these factors is essential to develop socio culturally appropriate interventions in order to improve satisfaction of patients.
患者满意度是医疗服务质量的重要指标。衡量医疗质量和提高患者满意度已成为一种趋势，尤其是在医疗服务提供者和医疗服务购买者中。这主要是因为消费者对医疗保健的了解越来越多。摩洛哥尚未开展针对住院患者对医院护理满意度的研究。本研究的第一个目的是确认阿拉伯语版 EQS-H（住院患者护理质量量表）的信度和效度。第二个目的是使用 EQS-H 问卷评估摩洛哥急性内科患者的满意度；并评估某些人口统计学、社会经济学和健康特征对患者满意度的影响。
这是一项在摩洛哥一所大学医院的急性内科进行的患者调查。我们调查了他们入院时的社会人口统计学状况和健康特征。我们对出院的患者进行了结构化的面对面访谈。EQS-H 问卷的核心内容被翻译成阿拉伯语，适应当地情况，然后用于衡量患者对医疗质量的满意度。EQS-H 量表的内部一致性通过 Cronbach's 系数 alpha 进行评估。效度通过因子分析进行评估。使用多元线性回归识别影响住院患者满意度的因素。
阿拉伯语版 EQS-H 在研究的两个维度上表现出极好的内部一致性（“医疗信息质量”维度为 0.889，“与员工关系和日常工作”维度为 0.906）。主成分分析证实了问卷的二维结构，并解释了总方差的 60%。在单因素分析中，城市居住、较高收入、与入院时相比健康状况较好、与同年龄的人相比健康状况较好以及对生活总体满意度与“医疗信息质量”维度相关；否则，性别、城市居住、较高收入、住在双人间、与入院时相比健康状况较好以及对生活总体满意度与“与员工关系和日常工作”维度相关。多元线性回归显示，四个独立变量与更高的医疗信息质量满意度相关：住院次数多于 2 次、住院时间较长（10-14 天）（P=0.002）、住在双人间（P=0.022）和与入院时相比健康状况更好（P=0.036）。三个独立变量与更高的日常工作满意度相关：住院时间较长（10-14 天）（P=0.017）、与入院日相比健康状况较好（P=0.013）和对生活总体满意度较高（P=0.006）。
我们目前使用阿拉伯语版 EQS-H 评估急性医疗保健患者满意度的数据表明，该问卷的医疗信息质量维度的满意度平均水平；日常工作维度的满意度较高。大多数参与者对整体护理满意。人口统计学、社会经济学和健康特征可能会影响摩洛哥的住院患者满意度，摩洛哥是一个中低收入国家。了解这些因素至关重要，因为这有助于制定符合社会文化的干预措施，以提高患者的满意度。
