埃塞俄比亚北部默克莱镇公立医院接受心理健康服务的门诊患者的满意度及相关因素评估。
Assessment of patients' satisfaction and associated factors among outpatients received mental health services at public hospitals of Mekelle Town, northern Ethiopia.
作者信息
Desta Haftom, Berhe Tesfay, Hintsa Solomon
机构信息
1Department of Psychiatry, College of Health Science, Aksum University, P. O. Box: 298, Aksum, Ethiopia.
2School of Public Health, College of Health Science, Aksum University, P. O. Box: 298, Aksum, Ethiopia.
出版信息
Int J Ment Health Syst. 2018 Jul 11;12:38. doi: 10.1186/s13033-018-0217-z. eCollection 2018.
BACKGROUND
Satisfaction is the psychological state that results from confirmation or disconfirmation of expectations with reality. Patients' satisfaction is a healthcare recipient's reaction to salient aspect of the contexts, process and result of their service experience. The aim of this study was to assess patient satisfaction and associated factors among outpatients receiving mental health services at public hospitals in Mekelle town.
OBJECTIVES
To assess patient satisfaction and associated factors among outpatients receiving mental health services at public hospitals in Mekelle town, northern Ethiopia.
METHODS
An institution based cross-sectional study was conducted among 415 outpatients receiving mental health services at public hospitals in Mekelle town from September 2013 to August 2014. The data were collected using standardized, structured pre-tested questionnaire. Participants were selected by systematic random sampling technique. Satisfaction rate was examined with the client satisfaction questionnaire (CSQ-8), having four responses ranging from poor to very good. Descriptive summary using percentages, frequency and graph were used to present study results. Multivariate logistic regressions with 95% confidence interval (CI) were used to assess the strength and value < 0.05 was used to indicate the significance of the association.
RESULTS
A total of 415 respondents were enrolled, with a response rate of 100% and magnitude of satisfaction of 72%. The predictors associated with patient satisfaction were higher education (AOR = 0.34; 95% CI 0.24, 0.97), longer waiting time (AOR = 0.01; 95% CI 0.002, 0.07), having a diagnosis of psychosis (AOR = 2.36; 95% CI 1.41, 5.72) were significantly associated with satisfaction.
CONCLUSION AND RECOMMENDATION
More than one-four of patients receiving mental health services were dissatisfied with the service they received. Improvement in accessibility and availability of drugs, minimizing consultation time (< 45 min) or increasing number of OPD units are important to improve satisfaction.
背景
满意度是因期望与现实相符或不符而产生的心理状态。患者满意度是医疗服务接受者对其服务体验的背景、过程和结果等显著方面的反应。本研究的目的是评估在默克莱镇公立医院接受心理健康服务的门诊患者的满意度及相关因素。
目的
评估埃塞俄比亚北部默克莱镇公立医院接受心理健康服务的门诊患者的满意度及相关因素。
方法
2013年9月至2014年8月，在默克莱镇公立医院对415名接受心理健康服务的门诊患者进行了一项基于机构的横断面研究。数据通过标准化、结构化且经过预测试的问卷收集。参与者采用系统随机抽样技术选取。使用客户满意度问卷（CSQ - 8）检查满意度，该问卷有从差到非常好的四种回答。使用百分比、频率和图表进行描述性总结以呈现研究结果。采用95%置信区间（CI）的多变量逻辑回归来评估关联强度，P值<0.05用于表明关联的显著性。
结果
共纳入415名受访者，回复率为100%，满意度为72%。与患者满意度相关的预测因素包括高等教育（调整后比值比[AOR]=0.34；95%CI 0.24，0.97）、等待时间较长（AOR = 0.01；95%CI 0.002，0.07）、被诊断为精神病（AOR = 2.36；95%CI 1.41，5.72）与满意度显著相关。
结论与建议
超过四分之一接受心理健康服务的患者对所接受的服务不满意。改善药品的可及性和可得性、将咨询时间缩短至<45分钟或增加门诊科室数量对于提高满意度很重要。
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