人口因素、用户报告的体验和用户满意度之间的关联：来自挪威三个急诊诊所的结果。
The association between demographic factors, user reported experiences and user satisfaction: results from three casualty clinics in Norway.
机构信息
Norwegian Knowledge Centre for the Health Services, PO Box 7004 St, Olavs plass, 0130 Oslo, Norway.
出版信息
BMC Fam Pract. 2010 Oct 6;11:73. doi: 10.1186/1471-2296-11-73.
BACKGROUND
User reported experiences and satisfaction are increasingly used as basis for quality indicators in the health sector. However, there is limited understanding of factors associated with user reported experiences and satisfaction with casualty clinics.
METHODS
A random sample of 542 patients that had contacted any of three casualty clinics from mid April to mid May 2008 was mailed a questionnaire. A reminder was sent to non-respondents after six weeks. Descriptive statistics for four user reported experiences scales and 20 single items are presented. Multivariate regression analysis was used to assess associations between background variables and user reported experiences, and between user reported experiences and user satisfaction.
RESULTS
225 (41.5%) patients, carers and guardians returned a completed questionnaire. Users reported most positive experiences with the doctor services and the nursing services at the casualty clinics; on a scale from 0 to 100, where 100 is the best possible experience the doctor scale was 82 and the nursing scale 81. Users reported least positive experiences with the organization of the casualty clinic, with a scale score of 65. Self perceived health was associated with user satisfaction, while self perceived health and age were associated with user reported experiences with organization of the clinics. A range of user reported experience domains were related to user satisfaction, after controlling for socio-demographic variables, including experiences with doctor services at the clinics, organization of the clinics, information and self perceived incorrect treatment.
CONCLUSIONS
Users report positive experiences with the three casualty clinics, with organization as the aspect with largest improvement potential. The importance of age and health status for users' experiences and satisfaction with casualty clinics was shown, but a range of user reported experiences with the clinics were the most important predictors for user satisfaction.
背景
用户报告的体验和满意度越来越多地被用作卫生部门质量指标的基础。然而，人们对与急诊诊所用户报告的体验和满意度相关的因素了解有限。
方法
2008 年 4 月中旬至 5 月中旬，随机抽取了 542 名曾联系过三家急诊诊所的患者，向他们邮寄了一份问卷。六周后，向未回复的患者发送了提醒。本文呈现了四个用户报告的体验量表和 20 个单项的描述性统计数据。采用多元回归分析评估背景变量与用户报告的体验之间的关系，以及用户报告的体验与用户满意度之间的关系。
结果
225 名（41.5%）患者、护理人员和监护人返回了一份完整的问卷。用户报告在急诊诊所的医生服务和护理服务方面体验最为积极；在 0 到 100 的评分中，医生评分 82，护理评分 81。用户报告对急诊诊所的组织情况最不满意，评分为 65。自我感知健康与用户满意度相关，而自我感知健康和年龄与用户对诊所组织的体验相关。在控制了社会人口学变量后，一系列用户报告的体验领域与用户满意度相关，包括在诊所的医生服务、诊所的组织、信息和自我感知的治疗不当方面的体验。
结论
用户对三家急诊诊所的体验报告较为积极，组织方面的改进潜力最大。研究结果表明年龄和健康状况对用户在急诊诊所的体验和满意度的重要性，但一系列用户对诊所的体验是用户满意度的最重要预测因素。
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