Azizam Nor Azmaniza, Shamsuddin Khadija
Centre for Administration and Management Studies (CfMAS), Faculty of Business and Management, Universiti Teknologi MARA Campus Puncak Alam, 42300 Puncak Alam, Selangor, Malaysia.
Department of Community Health, Faculty of Medicine, Universiti Kebangsaan Malaysia Medical Centre, Jalan Yaacob Latif, Bandar Tun Razak, 56000 Cheras, Wilayah Persekutuan Kuala Lumpur, Malaysia.
Malays J Med Sci. 2015 May-Jun;22(3):56-64.
There is growing interest in research on patient satisfaction with healthcare provider (HCP) communication as a measure of healthcare quality and HCPs' communication competency. This study aimed to determine the levels of patient satisfaction with healthcare provider-patient communication (HCP-PC) and its associated factors at the outpatient clinic at Hospital Kuala Lumpur.
A cross-sectional study was conducted on a convenience sample in July 2012 using self-administered questionnaires for the data collection. Both overall and domain-specific satisfaction were measured, with the three domains being exchanging information (EI), socio-emotional behaviour (SB), and communication style (CS).
The findings show that 92.8% of the 283 respondents were satisfied with overall HCP-PC, 89.5% with EI, 91.3% with SB, and 72.2% with CS. Satisfaction was statistically higher among Malays for CS and higher among those with low education and poor health for EI, SB and CS. EI and overall communication satisfaction were also higher among patients who reported short wait times, and patients who were in gender concordance with their HCPs showed higher SB satisfaction.
Basic and continuous communication skills training and patient activation programs should be established to increase patient satisfaction. Health information technology use should be actively promoted to allow for structured and standardised information exchange between HCPs and patients.
作为衡量医疗质量和医护人员沟通能力的一项指标，患者对医护人员沟通的满意度研究越来越受到关注。本研究旨在确定吉隆坡医院门诊患者对医护人员-患者沟通（HCP-PC）的满意度水平及其相关因素。
2012年7月，采用自填式问卷对便利样本进行横断面研究以收集数据。测量了总体满意度和特定领域满意度，三个领域分别为信息交流（EI）、社会情感行为（SB）和沟通方式（CS）。
研究结果显示，283名受访者中92.8%对总体HCP-PC感到满意，89.5%对EI满意，91.3%对SB满意，72.2%对CS满意。马来人对CS的满意度在统计学上更高，而受教育程度低和健康状况差的人对EI、SB和CS的满意度更高。报告等待时间短的患者对EI和总体沟通的满意度也更高，与医护人员性别一致的患者对SB的满意度更高。
应建立基础和持续的沟通技能培训以及患者激活计划，以提高患者满意度。应积极推广健康信息技术的使用，以便医护人员和患者之间进行结构化和标准化的信息交流。
