Stefanovska Vesna Velikj, Petkovska Miodraga Stefanovska
Srp Arh Celok Lek. 2014 Sep-Oct;142(9-10):579-85. doi: 10.2298/sarh1410579v.
Patients satisfaction is a very important part of any clinical practice both for evaluation and improvement of healthcare services.
The aim of this study was to determine patient satisfaction with public outpatient healthcare services at secondary and tertiary level and to assess possible differences between the two levels.
In a quantitative cross-sectional study, a convenient sample of 646 patients who experienced public outpatient healthcare services at the secondary and tertiary level during the last two months were interviewed. Patient satisfaction questionnaires, with statements regarding various aspects of satisfac- tion, were completed during face-to-face interviews (response rate 84.6%).The research instrument was tested for internal consistency using the Cronbach's coefficient alpha estimate.
The patients were significantly more satisfied in tertiary than in secondary outpatient healthcare facilities in almost all aspects of assessment related to general settings, nurse/administrative staff performance and physician performance (p < 0.001). The patients in the secondary healthcare services (SHCS) were more satisfied than in the tertiary healthcare services (THCS) but only regarding the information on location (83.9% vs. 78.3%) and possibilities to enter and move inside the department (88.8% vs. 83.3%). Analysis of data for SHCS and THCS showed that there was no significant difference between the mean overall satisfaction scores with regard to patients' gender, age, marital status, educational level, employment and number of visits.
There is a need to improve the current level of patient-provider relationship and communication, as well as that of hospital environment, while special efforts should be made to address the problem of patient waiting time and hospital bureaucracy.
患者满意度是任何临床实践中评估和改善医疗服务的非常重要的一部分。
本研究的目的是确定患者对二级和三级公共门诊医疗服务的满意度，并评估两级之间可能存在的差异。
在一项定量横断面研究中，对过去两个月内在二级和三级医疗机构接受公共门诊医疗服务的646名患者进行了方便抽样访谈。在面对面访谈中完成了包含关于满意度各个方面陈述的患者满意度问卷（回复率84.6%）。使用克朗巴哈系数α估计对研究工具进行内部一致性测试。
在与一般环境、护士/行政人员表现和医生表现相关的几乎所有评估方面，患者对三级门诊医疗设施的满意度明显高于二级（p < 0.001）。二级医疗服务（SHCS）的患者仅在位置信息（83.9%对78.3%）和进入科室及在科室内部走动的便利性（88.8%对83.3%）方面比三级医疗服务（THCS）的患者更满意。对SHCS和THCS的数据分析表明，患者的性别、年龄、婚姻状况、教育程度、就业情况和就诊次数在总体满意度平均得分方面没有显著差异。
有必要改善当前患者与提供者之间的关系和沟通水平，以及医院环境，同时应特别努力解决患者等待时间和医院官僚作风问题。
