全科医生诊室的内部翻新导致了超过一年的患者体验感知偏差。

Interior renovation of a general practitioner office leads to a perceptual bias on patient experience for over one year.

机构信息

Spitalzentrum Biel, Biel, Switzerland.

General Practice Office, Grenchen, Switzerland.

出版信息

PLoS One. 2018 Feb 20;13(2):e0193221. doi: 10.1371/journal.pone.0193221. eCollection 2018.

DOI:10.1371/journal.pone.0193221

PMID:29462196

原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC5819831/

Abstract

INTRODUCTION

Measuring patient experience is key when assessing quality of care but can be biased: A perceptual bias occurs when renovations of the interior design of a general practitioner (GP) office improves how patients assessed quality of care. The aim was to assess the length of perceptual bias and if it could be reproduced after a second renovation.

METHODS

A GP office with 2 GPs in Switzerland was renovated twice within 3 years. We assessed patient experience at baseline, 2 months and 14 months after the first and 3 months after the second renovation. Each time, we invited a sample of 180 consecutive patients that anonymously graded patient experience in 4 domains: appearance of the office; qualities of medical assistants and GPs; and general satisfaction. We compared crude mean scores per domain from baseline until follow-up. In a multivariate model, we adjusted for patient's age, gender and for how long patients had been their GP.

RESULTS

At baseline, patients aged 60.9 (17.7) years, 52% females. After the first renovation, we found a regression to the baseline level of patient experience after 14 months except for appearance of the office (p<0.001). After the second renovation, patient experience improved again in appearance of the office (p = 0.008), qualities of the GP (p = 0.008), and general satisfaction (p = 0.014). Qualities of the medical assistant showed a slight improvement (p = 0.068). Results were unchanged in the multivariate model.

CONCLUSIONS

Interior renovation of a GP office probably causes a perceptual bias for >1 year that improves how patients rate quality of care. This bias could be reproduced after a second renovation strengthening a possible causal relationship. These findings imply to appropriately time measurement of patient experience to at least one year after interior renovation of GP practices to avoid environmental changes influences the estimates when measuring patient experience.

摘要

简介

评估护理质量时，衡量患者体验至关重要，但这可能存在偏差：当普通科医生（GP）诊室的室内设计翻新改善了患者对护理质量的评估时，就会出现感知偏差。目的是评估感知偏差的持续时间，以及在第二次翻新后是否可以重现。

方法

瑞士的一家拥有 2 名 GP 的 GP 诊室在三年内进行了两次翻新。我们在第一次翻新后的基线、2 个月和 14 个月以及第二次翻新后的 3 个月评估了患者体验。每次，我们邀请了 180 名连续患者的样本，他们匿名对 4 个领域的患者体验进行评分：诊室外观；医疗助理和 GP 的素质；以及总体满意度。我们比较了从基线到随访的每个领域的粗平均得分。在多变量模型中，我们调整了患者的年龄、性别以及他们成为 GP 的时间。

结果

基线时，患者年龄为 60.9（17.7）岁，52%为女性。第一次翻新后，我们发现患者体验在 14 个月后回归到基线水平，除了诊室外观（p<0.001）。第二次翻新后，诊室外观（p = 0.008）、GP 素质（p = 0.008）和总体满意度（p = 0.014）的患者体验再次改善。医疗助理的素质略有改善（p = 0.068）。多变量模型的结果保持不变。