Vahab Sanoj Abdul, Madi Deepak, Ramapuram John, Bhaskaran Unnikrishnan, Achappa Basavaprabhu
Junior Resident, Department of Medicine, KMC , Mangalore, India .
Associate Professor, Department of Medicine, KMC , Mangalore, India .
J Clin Diagn Res. 2016 Apr;10(4):OC08-10. doi: 10.7860/JCDR/2016/19100.7557. Epub 2016 Apr 1.
Patient satisfaction is an important issue for the health care sector. Hospitals routinely collect patient satisfaction data so that they can improve the quality of their services. There is a dearth of research in the field of satisfaction among people living with HIV (PLHIV) in India.
The aim of our study was to determine the level of satisfaction among PLHIV attending the HIV clinic of tertiary health centre in Southern India.
This descriptive cross-sectional study was done in the HIV clinic attached to Kasturba Medical College (KMC) Hospital, Mangalore, India from August 2012 - August 2013. PLHIV of age more than 18 years were included. During the study period 422 consecutive patients who consented for the study were enrolled. To determine patient satisfaction towards healthcare service, we used the Short Form Patient Satisfaction Questionnaire (PSQ-18). Data was analysed using SPSS Version 11.5 statistical software.
A total of 422 patients were included in the study out of whom 253(60%) were males and 169(40%) were females. Mean age of the patients was 37.08±7.2 years. The median CD4 count was 345 cells/mm(3) (IQR 245-451.2). The mean score for general satisfaction was 4.43±0.48, for technical quality 4.77±0.26, for interpersonal manner 4.59±0.4, for communication 4.64±0.42, for financial aspects 3.20±0.78), for accessibility and convenience 4.50±0.72 and for time spent with the doctor was 4.59±0.45. Subscale scores for general satisfaction, technical quality, accessibility, interpersonal manner, finance and communication were higher in females when compared to males which were found to be statistically significant. Younger PLHIV (≤ 35 years) had significantly higher scores in technical quality, interpersonal manner and time spent with the doctor when compared to older PLHIV.
Patient satisfaction was highest for technical quality and it was lowest for financial aspects. If hospitals wish to improve the quality of health services they should give priority to decreasing costs and improving accessibility.
患者满意度是医疗保健领域的一个重要问题。医院定期收集患者满意度数据，以便提高其服务质量。在印度，关于艾滋病毒感染者（PLHIV）满意度领域的研究匮乏。
我们研究的目的是确定在印度南部三级医疗中心的艾滋病毒诊所就诊的PLHIV的满意度水平。
这项描述性横断面研究于2012年8月至2013年8月在印度芒格洛尔卡斯图尔巴医学院（KMC）医院附属的艾滋病毒诊所进行。纳入年龄超过18岁的PLHIV。在研究期间，连续422名同意参与研究的患者被纳入。为了确定患者对医疗服务的满意度，我们使用了简短患者满意度问卷（PSQ - 18）。数据使用SPSS 11.5版统计软件进行分析。
共有422名患者纳入研究，其中253名（60%）为男性，169名（40%）为女性。患者的平均年龄为37.08±7.2岁。CD4细胞计数中位数为345个细胞/mm³（四分位间距245 - 451.2）。总体满意度的平均得分为4.43±0.48，技术质量为4.77±0.26，人际态度为4.59±0.4，沟通为4.64±0.42，财务方面为3.20±0.78，可及性和便利性为4.50±0.72，与医生相处时间为4.59±0.45。与男性相比，女性在总体满意度、技术质量、可及性、人际态度、财务和沟通方面的分量表得分更高，差异具有统计学意义。与年长的PLHIV相比，年轻的PLHIV（≤35岁）在技术质量、人际态度和与医生相处时间方面得分显著更高。
患者对技术质量的满意度最高，对财务方面的满意度最低。如果医院希望提高医疗服务质量，应优先降低成本并提高可及性。
