Ahmed Sarah, Miller Jonathan, Burrows James F, Bertha Ben Khallouq, Rosen Paul
Sidney Kimmel Medical College, Thomas Jefferson University, Philadelphia, PA, USA.
Nemours/Alfred I. duPont Hospital for Children, Wilmington, DE, USA.
Pediatr Dermatol. 2017 Nov;34(6):668-672. doi: 10.1111/pde.13294.
BACKGROUND/OBJECTIVES: There remains a lack of investigation into which factors patients and families value the most in their experience at pediatric dermatology clinics. Most of the current literature on quality improvement in dermatology does not encompass the pediatric population. To determine the drivers that are most predictive of a positive patient experience, we observed the indirect relationship between several factors of the patient experience and their role in patient satisfaction.
Patient satisfaction surveys were distributed after their visits to patients at four pediatric dermatology clinics in one children's academic health system. Data were collected and organized into the top 30 survey variables with which patients expressed satisfaction on a 5-point Likert scale. Pearson product-moment correlation coefficients (r) for each variable with regard to "likelihood of your recommending our practice to others" were calculated.
A total of 516 families completed patient satisfaction surveys. Analyses of top box scores showed that the strongest predictors of patient satisfaction were the likelihood of recommending care provider (r = .77, P = <.001), cheerfulness of practice (r = .76, P = <.001), care provider spoke using clear language (r = .73, P = <.001), patient confidence in care provider (r = .70, P = <.001), and our sensitivity to patient needs (r = .70, P = <.001).
The patient-physician relationship, along with the environment of the practice and its sensitivity to patients' personal needs, contributes most to the patient experience in pediatric dermatology. Identifying such variables that shape patients' assessments of their experience can guide future quality improvement plans in the specialty.
背景/目的：目前仍缺乏对患者及其家属在儿科皮肤科诊所就医体验中最看重哪些因素的调查。当前关于皮肤科质量改进的大多数文献并未涵盖儿科人群。为了确定最能预测积极患者体验的驱动因素，我们观察了患者体验的几个因素之间的间接关系及其在患者满意度中的作用。
在一家儿童学术健康系统的四家儿科皮肤科诊所，患者就诊后发放患者满意度调查问卷。收集数据并整理成患者在5分李克特量表上表示满意的前30个调查变量。计算每个变量与“您向他人推荐我们诊所的可能性”的皮尔逊积差相关系数（r）。
共有516个家庭完成了患者满意度调查。对最高得分的分析表明，患者满意度的最强预测因素是推荐医疗服务提供者的可能性（r = 0.77，P = <.001）、诊所的愉悦氛围（r = 0.76，P = <.001）、医疗服务提供者语言表达清晰（r = 0.73，P = <.001）、患者对医疗服务提供者的信任（r = 0.70，P = <.001）以及我们对患者需求的敏感度（r = 0.70，P = <.001）。
医患关系以及诊所环境及其对患者个人需求的敏感度，对儿科皮肤科的患者体验贡献最大。识别这些影响患者就医体验评估的变量可以指导该专业未来的质量改进计划。
