Mahmoud Ibrahim, Hou Xiang-Yu, Chu Kevin, Clark Michele, Eley Rob
School of Public Health and Social Work, Queensland University of Technology, Brisbane, Queensland, Australia.
Emerg Med Australas. 2014 Jun;26(3):256-61. doi: 10.1111/1742-6723.12214. Epub 2014 Apr 8.
The present study aims to investigate non-English-speaking background (NESB) patients' satisfaction with hospital ED service and compare it with that of English-speaking background (ESB) patients.
A cross-sectional survey was conducted at the ED of an adult tertiary referral hospital in Queensland, Australia. Patients assigned an Australasian Triage Scale score of 3, 4 or 5 were surveyed in the ED, before and after their ED service. Pearson χ(2) -test and multivariate logistic regression analyses were performed to examine the differences between the ESB and NESB groups in terms of patient-reported satisfaction.
In total, 828 patients participated in the present study. Although the overall satisfaction with the service was high - 95.1% (ESB) and 90.5% (NESB) - the NESB patients who did not use an interpreter were less satisfied with their ED service than the ESB patients (odds ratio 0.5, 95% confidence interval 0.3-0.8, P = 0.013). The promptness of service received the lowest satisfaction rates (ESB 85.4% [82.4-88.0], NESB 74.5% [68.5-79.7], P < 0.001), whereas courtesy and friendliness received the highest satisfaction rates (ESB 98.8 [97.6-99.4], NESB 97.0 [93.9-98.5], P = 0.063). All participants reported the promptness of service (33.5%), quality and professional care (18.5%) and communication (17.6%) as the most important elements of ED service.
The NESB patients were significantly less satisfied than the ESB patients with the ED service. Use of an interpreter improved the NESB patients' level of satisfaction. Further research is required to examine what NESB patients' expectations of ED service are.
本研究旨在调查非英语背景（NESB）患者对医院急诊科服务的满意度，并将其与英语背景（ESB）患者的满意度进行比较。
在澳大利亚昆士兰州一家成人三级转诊医院的急诊科进行了一项横断面调查。对分诊等级为3、4或5级的患者在接受急诊科服务之前和之后进行调查。采用Pearson卡方检验和多因素逻辑回归分析来检验ESB组和NESB组在患者报告的满意度方面的差异。
共有828名患者参与了本研究。尽管总体服务满意度较高——ESB患者为95.1%，NESB患者为90.5%——但未使用口译员的NESB患者对急诊科服务的满意度低于ESB患者（优势比0.5，95%置信区间0.3 - 0.8，P = 0.013）。服务及时性的满意度最低（ESB为85.4%[82.4 - 88.0]，NESB为74.5%[68.5 - 79.7]，P < 0.001），而礼貌和友好程度的满意度最高（ESB为98.8[97.6 - 99.4]，NESB为97.0[93.9 - 98.5]，P = 0.063）。所有参与者都将服务及时性（33.5%）、质量和专业护理（18.5%）以及沟通（17.6%）报告为急诊科服务最重要的要素。
NESB患者对急诊科服务的满意度显著低于ESB患者。使用口译员提高了NESB患者的满意度水平。需要进一步研究以调查NESB患者对急诊科服务的期望是什么。
