Kreitz Tyler M, Winters Brian S, Pedowitz David I
The Rothman Institute at Thomas Jefferson University Hospital, Philadelphia, PA, USA.
Department of Orthopaedic Surgery, Thomas Jefferson University, Philadelphia, PA, USA.
J Patient Exp. 2016 Jun;3(2):39-42. doi: 10.1177/2374373516652253. Epub 2016 Jun 10.
Patient satisfaction is of increasing importance in the delivery of quality healthcare and may influence provider reimbursement. The purpose of this study is to examine how patient wait time relates to their level of satisfaction and likelihood to recommend an orthopedic clinic to others.
A retrospective analysis was performed on standardized new patient survey data collected at a single orthopedic clinic from June 2011 through October 2014.
A total of 3125 and 3151 responses were collected for satisfaction and likelihood to recommend the practice. The mean wait time was 27.3 ± 11.3 minutes. The likelihood of obtaining an "excellent" (odds ratio [OR]: 0.86, = .01081) or "excellent/very good" (OR: 0.82, = .0199) satisfaction demonstrated significant correlation with wait time in 15-minute intervals. The likelihood of obtaining an "agree" (OR: 0.9, = .10575) and "strongly agree/agree" (OR: 0.85, = .139) response to recommend the practice demonstrated no correlation during the same interval.
Minimizing wait times in the orthopedic clinic may improve patient satisfaction but may not affect their likelihood of recommending the practice to others.
患者满意度在提供高质量医疗服务中日益重要，且可能影响医疗服务提供者的报销。本研究的目的是探讨患者等待时间与其满意度水平以及向他人推荐骨科诊所的可能性之间的关系。
对2011年6月至2014年10月在一家骨科诊所收集的标准化新患者调查数据进行回顾性分析。
共收集到3125份关于满意度和3151份关于推荐该诊所可能性的回复。平均等待时间为27.3±11.3分钟。在15分钟间隔内，获得“优秀”（优势比[OR]：0.86，P=.01081）或“优秀/非常好”（OR：0.82，P=.0199）满意度的可能性与等待时间呈显著相关。在相同间隔内，获得“同意”（OR：0.9，P=.10575）和“强烈同意/同意”（OR：0.85，P=.139）推荐该诊所的回复的可能性无相关性。
尽量减少骨科诊所的等待时间可能会提高患者满意度，但可能不会影响他们向他人推荐该诊所的可能性。
