Zopf David, Joseph Andrew W, Thorne Marc C
Department of Otolaryngology-Head and Neck Surgery, University of Michigan, Ann Arbor, MI, USA.
Int J Pediatr Otorhinolaryngol. 2012 Sep;76(9):1339-42. doi: 10.1016/j.ijporl.2012.06.002. Epub 2012 Jul 2.
Identify factors related to patient/family satisfaction in an academic pediatric otolaryngology clinic and suggest strategies to improve patient and family satisfaction.
Patients and families were surveyed following clinic encounters between May, 2010 and April, 2011. Review of an ongoing continuous quality improvement (CQI) effort. Univariable and multivariable ordinal logistic regression analyses were used to evaluate the relationship between reception area and examination room wait times, assessment of the provider, and clinic volume with overall satisfaction.
1415 clinical encounters in the pediatric otolaryngology clinic resulted in 962 responses for a response rate of 68%. Ordinal logistic regression showed a significant relationship between overall satisfaction and satisfaction with the provider (cumulative odds ratio [COR]=51.0; 95% CI: 29.5, 88.2; P<0.001), examination room wait time (COR=23.0; 95% CI: 15.0, 35.1; P<0.001), reception area wait time (COR=13.6; 95% CI: 9.41, 19.8; P<0.001), and increases in clinic volume below 22 patients per day (COR=0.86; 95% CI: 0.75, 0.99; P=0.033). Multivariable analysis showed that satisfaction with provider (COR=32.2; 95% CI: 14.5, 71.8; P<0.001), reception area wait time (COR=3.8; 95% CI: 1.8, 7.6; P<0.001), and examination room wait time (COR=2.8; 95% CI: 1.3, 6.1; P=0.005) were independently associated with overall satisfaction.
Examination room wait times and reception area wait times are associated with overall satisfaction and should be minimized.
确定在一家学术性儿科耳鼻喉科诊所中与患者/家属满意度相关的因素，并提出提高患者和家属满意度的策略。
在2010年5月至2011年4月期间的门诊就诊后，对患者和家属进行了调查。回顾一项正在进行的持续质量改进（CQI）工作。采用单变量和多变量有序逻辑回归分析来评估候诊区和检查室等待时间、对医疗服务提供者的评价以及诊所工作量与总体满意度之间的关系。
儿科耳鼻喉科诊所的1415次临床就诊产生了962份回复，回复率为68%。有序逻辑回归显示总体满意度与对医疗服务提供者的满意度（累积优势比[COR]=51.0；95%置信区间：29.5，88.2；P<0.001）、检查室等待时间（COR=23.0；95%置信区间：15.0，35.1；P<0.001）、候诊区等待时间（COR=13.6；95%置信区间：9.41，19.8；P<0.001）以及每天诊所工作量低于22名患者时的增加量（COR=0.86；95%置信区间：0.75，0.99；P=0.033）之间存在显著关系。多变量分析显示对医疗服务提供者的满意度（COR=32.2；95%置信区间：14.5，71.8；P<0.001）、候诊区等待时间（COR=3.8；95%置信区间：1.8，7.6；P<0.001）和检查室等待时间（COR=2.8；95%置信区间：1.3，6.1；P=0.005）与总体满意度独立相关。
检查室等待时间和候诊区等待时间与总体满意度相关，应尽量缩短。
