Qu Haiyan, Platonova Elena A, Kennedy Karen Norman, Shewchuk Richard M
Department of Health Services Administration, School of Health Professions, University of Alabama, Birmingham, Alabama, USA.
Int J Health Care Qual Assur. 2011;24(7):564-76. doi: 10.1108/09526861111160599.
The aim of this study is to examine patient satisfaction with non-physician staff as related to patient demographics, satisfaction with physician, and intentions to recommend their physicians to others.
DESIGN/METHODOLOGY/APPROACH: A survey was conducted at two internal medicine primary care clinics affiliated with a major university health system. A latent class analysis was used to detect patient subpopulations based on profiles of response for five satisfaction-with-staff indicators.
The response rate was 86.46 percent (479 of 554). Analyses revealed four patient subpopulation segments. Segment I (n = 241) patients uniformly indicated a high level of satisfaction across the five satisfaction-with-staff indicators. These patients tended to be older and less educated, and have lower incomes relative to patients in other segments. Patients in Segment II (n = 83) expressed satisfaction with staff caring and need accommodation, but dissatisfaction with access to their physicians. Patients in Segment III (n = 51) indicated high levels of satisfaction with access and low levels of satisfaction with staff caring and need accommodation. Segment IV (n = 104) patients uniformly expressed low levels of satisfaction across all indicators and generally were younger and more educated, as well as hadhigher incomes than other patients.
ORIGINALITY/VALUE: Patients have different expectations from their non-physician staff, e.g. younger, more affluent, and educated patients expressed dissatisfaction with staff. This suggests that non-physician staff should provide extra/further responsiveness to have these patients' needs met. Generally, approaches that are differentially targeted to specific patient subgroups are likely to be more efficient and patient-oriented than undifferentiated approaches.
本研究旨在调查患者对非医师工作人员的满意度，以及这种满意度与患者人口统计学特征、对医师的满意度和向他人推荐医师的意愿之间的关系。
设计/方法/途径：在一所大型大学健康系统附属的两家内科初级保健诊所进行了一项调查。采用潜在类别分析，根据五个工作人员满意度指标的回答概况来检测患者亚群。
回复率为86.46%（554人中479人回复）。分析显示有四个患者亚群。第一组（n = 241）患者在五个工作人员满意度指标上均表示高度满意。与其他组患者相比，这些患者往往年龄较大、受教育程度较低且收入较低。第二组（n = 83）患者对工作人员的关怀和需求满足表示满意，但对与医师的接触不满意。第三组（n = 51）患者表示对接触高度满意，而对工作人员的关怀和需求满足满意度较低。第四组（n = 104）患者在所有指标上均表示满意度较低，且一般比其他患者更年轻、受教育程度更高、收入也更高。
原创性/价值：患者对非医师工作人员有不同期望，例如年轻、富裕且受过教育的患者对工作人员表示不满。这表明非医师工作人员应提供更多响应以满足这些患者的需求。一般来说，针对特定患者亚组的差异化方法可能比无差异方法更有效且更以患者为导向。
