Schoenfelder Tonio, Schaal Tom, Klewer Jörg, Kugler Joachim
Department of Public Health, Dresden Medical School, Technische Universität Dresden, Fetscherstrasse 74, 01307, Dresden, Germany,
Arch Gynecol Obstet. 2014 Oct;290(4):683-90. doi: 10.1007/s00404-014-3248-y. Epub 2014 Apr 23.
To identify factors associated with 'patient satisfaction' and 'willingness to return to the provider' in gynecology and to assess similarities as well as differences between the two concepts.
Study data were obtained from 968 randomly selected gynecology patients discharged from 22 hospitals who responded to a mailed survey. The validated instrument consisted of 37 items and assessed medical and service aspects of care, patient and visit characteristics. The dependent variables consisted of ratings of willingness to return to the provider and overall satisfaction. Bivariate and multivariate techniques were used to reveal relationships between indicators and both dependent variables.
The multivariate analyses identified individualized medical care, kindness of medical practitioners, treatment outcome and organization of discharge as the most consistent predictors of the patients' likelihood to return and overall satisfaction. Differences between both concepts pertained to the significance of service variables (cleanliness and quality of food) for patient satisfaction and visit-related characteristics (length of stay and occurrence of complications) for willingness to return.
Study findings suggest that patient satisfaction and willingness to return to the provider do not reflect the same concepts. Although service aspects such as quality of food influence satisfaction ratings, they do not increase the likelihood that patients choose the same hospital in case of another treatment. Communication between patients and medical practitioners is highly important. Revealed predictors of both concepts are alterable by healthcare professionals and should be focused on to enhance patient satisfaction and to increase the probability patients return to their provider.
确定与妇科患者“满意度”及“再次就诊意愿”相关的因素，并评估这两个概念之间的异同。
研究数据来自于从22家医院随机选取的968名出院妇科患者，这些患者回复了邮寄的调查问卷。经过验证的调查工具包含37个项目，评估了医疗和服务方面的护理、患者及就诊特征。因变量包括再次就诊意愿评分和总体满意度评分。采用双变量和多变量技术来揭示指标与两个因变量之间的关系。
多变量分析确定个性化医疗护理、医生的友善程度、治疗结果及出院安排是患者再次就诊可能性和总体满意度最一致的预测因素。这两个概念的差异在于服务变量（清洁度和食物质量）对患者满意度的重要性，以及与就诊相关的特征（住院时间和并发症的发生情况）对再次就诊意愿的重要性。
研究结果表明，患者满意度和再次就诊意愿并非反映相同的概念。尽管食物质量等服务方面会影响满意度评分，但它们并不会增加患者在再次治疗时选择同一家医院的可能性。患者与医生之间的沟通非常重要。这两个概念所揭示的预测因素可由医疗保健专业人员改变，应予以关注以提高患者满意度并增加患者再次就诊的可能性。
