Weidemann R R, Schönfelder T, Klewer J, Kugler J
Department of Health Sciences and Public Health, Faculty of Medicine Carl Gustav Carus, Technische Universität Dresden, Fetscherstr. 74, 01307, Dresden, Germany.
Internal Medicine Department I, University Hospital Carl Gustav Carus Dresden, Dresden, Germany.
Herz. 2016 Jun;41(4):313-9. doi: 10.1007/s00059-015-4360-x. Epub 2015 Nov 6.
Patient satisfaction is a key indicator for quality of care. However, recent data on determinants of satisfaction in invasive cardiology are lacking. Hence this study was conducted to identify determinants of patient satisfaction after hospitalization for cardiac catheterization.
Data were obtained from 811 randomly selected patients discharged from ten hospitals responding to a mailed post-visit questionnaire. The satisfaction dimension was measured with a validated 42-item inventory assessing demographic and visit characteristics as well as medical, organizational, and service aspects of received care. Bivariate and multivariate statistical analyses were performed to identify predictors of satisfaction.
Patients were most satisfied with the kindness of medical practitioners and nurses. The lowest ratings were observed for discharge procedures and instructions. Multivariate analysis revealed five predictors of satisfaction: treatment outcome (OR, 2.14), individualized medical care (OR, 1.64), clear reply to patient's inquiries by physicians (OR, 1.63), kindness of nonmedical professionals (OR, 3.01), and room amenities (OR, 2.02). No association between demographic data and overall satisfaction was observed.
Five key determinants that can be addressed by health-care providers in order to improve patient satisfaction were identified. Our findings highlight the importance of the communicational behavior of health-care professionals and the transparency of discharge management.
患者满意度是医疗质量的关键指标。然而，目前缺乏关于侵入性心脏病学中满意度决定因素的最新数据。因此，本研究旨在确定心脏导管插入术住院后患者满意度的决定因素。
数据来自对邮寄的访后问卷作出回应的10家医院随机抽取的811名出院患者。满意度维度通过一份经验证的42项问卷进行测量，该问卷评估人口统计学和就诊特征以及所接受护理的医疗、组织和服务方面。进行双变量和多变量统计分析以确定满意度的预测因素。
患者对医生和护士的友善程度最为满意。出院程序和指导的评分最低。多变量分析揭示了满意度的五个预测因素：治疗结果（比值比，2.14）、个性化医疗护理（比值比，1.64）、医生对患者询问的明确答复（比值比，1.63）、非医疗专业人员的友善程度（比值比，3.01）和病房设施（比值比，2.02）。未观察到人口统计学数据与总体满意度之间存在关联。
确定了医疗服务提供者为提高患者满意度可解决的五个关键决定因素。我们的研究结果突出了医疗专业人员沟通行为和出院管理透明度的重要性。
