测量巴基斯坦公立医院不同服务提供方面的门诊患者满意度。
Measuring OPD Patient Satisfaction with Different Service Delivery Aspects at Public Hospitals in Pakistan.
机构信息
School of Public Affairs, Zijingang Campus, Zhejiang University, Hangzhou 310058, China.
The College of Hospitality and Tourism Management, Sejong University, 98 Gunja-Dong, Gwanjin-Gu, Seoul 143-747, Korea.
出版信息
Int J Environ Res Public Health. 2019 Jul 2;16(13):2340. doi: 10.3390/ijerph16132340.
The satisfaction of the patient is believed to be one of the preferred results of healthcare, and it is directly connected with the usage of health services. This study aimed to assess how doctor services, nurses' services, and waiting time predict patient satisfaction (PS) with the service delivery of healthcare in Southern Punjab, Pakistan. The study used an exploratory research method, in which 1000 participants were selected, and used a random technique, in which 850 responses were received. Multiple regression analysis and a confirmatory factor were employed to analyze the collected data. The findings showed that doctor services ( = 0.232; = 0.01), nurses services ( = 0.256; = 0.01), and waiting time ( = 0.091; = 0.03) had positive significant impacts on PS, while registration services ( = 0.028; = 0.390) had an insignificant association with PS. Hence, a significant gap existed in the registration services that were totally ignored in hospitals of Pakistan which needed proper considerations for improvements.
患者满意度被认为是医疗保健的首选结果之一，它与卫生服务的使用直接相关。本研究旨在评估医生服务、护士服务和等待时间如何预测巴基斯坦旁遮普南部医疗保健服务提供的患者满意度 (PS)。该研究采用了探索性研究方法，其中选择了 1000 名参与者，并采用了随机技术，其中收到了 850 份回复。多元回归分析和验证性因子分析用于分析收集的数据。研究结果表明，医生服务（=0.232；=0.01）、护士服务（=0.256；=0.01）和等待时间（=0.091；=0.03）对 PS 有积极的显著影响，而挂号服务（=0.028；=0.390）与 PS 无显著关联。因此，在巴基斯坦的医院中，挂号服务存在着显著的差距，而这一服务完全被忽视了，需要进行适当的改进。
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