Nunu Wilfred N, Munyewende Pascalia O
School of Public Health, Faculty of Health Sciences, University of the Witwatersrand, South Africa; Department of Environmental Science and Health, Faculty of Applied Sciences, National University of Science and Technology.
Afr J Prim Health Care Fam Med. 2017 Apr 28;9(1):e1-e8. doi: 10.4102/phcfm.v9i1.1262.
The majority of health care users in South Africa utilise primary health care (PHC) services where these services are free at the point of entry. There is a dearth of knowledge on the factors influencing patient satisfaction with PHC clinic services.
This study compared patient satisfaction with PHC services in the Free State (FS) and Gauteng (GP) provincesSetting: Secondary data analysis was conducted on a cross-sectional survey obtained from the Research on the State of Nursing Project run by the Centre for Health Policy in 2012.
A pre-tested satisfaction survey questionnaire with questions on facility evaluation, experience with providers and receipt of medication was administered to 1110 systematically randomly sampled adult patients attending antiretroviral, hypertension, diabetes and tuberculosis services.
Of 1110 respondents, 1096 responded to the patient satisfaction survey signifying a 98.8% response rate. Over 60% of respondents were women in both provinces. Over 90% of patients were satisfied with PHC services in both provinces. Factors associated with satisfaction in GP and FS were time spent waiting for consultation, nurses listened, being given information on condition and being treated politely. Having privacy respected came out as a significant factor in FS.
High levels of satisfaction with PHC services were experienced by study participants in both provinces. Satisfied patients adhere to treatment plans and have better health-seeking behaviour, which translates to improved clinical outcomes. Therefore, nurses should continue listening, respecting and treating their patients with politeness, and also implement efficient work schedules to reduce patient waiting times.
在南非，大多数医疗保健使用者会利用初级卫生保健（PHC）服务，这些服务在使用时是免费的。关于影响患者对初级卫生保健诊所服务满意度的因素，目前缺乏相关知识。
本研究比较了自由州（FS）和豪登省（GP）患者对初级卫生保健服务的满意度。
对2012年由卫生政策中心开展的护理状况研究项目所获得的横断面调查进行二次数据分析。
对1110名系统随机抽样的成年患者进行了一项预先测试的满意度调查问卷，这些患者分别接受抗逆转录病毒、高血压、糖尿病和结核病服务，问卷内容涉及设施评估、与医护人员的就医体验以及药物接收情况。
在1110名受访者中，1096人对患者满意度调查做出了回应，回应率为98.8%。两个省份中超过60%的受访者为女性。两个省份中超过90%的患者对初级卫生保健服务感到满意。与豪登省和自由州患者满意度相关的因素包括等待咨询的时间、护士倾听患者意见、被告知病情信息以及受到礼貌对待。在自由州，隐私得到尊重是一个重要因素。
两个省份的研究参与者对初级卫生保健服务的满意度都很高。满意的患者会坚持治疗计划并具有更好的求医行为，这会转化为更好的临床结果。因此，护士应继续倾听、尊重并礼貌对待患者，同时实施高效的工作时间表以减少患者等待时间。
