通过延长预期等待时间来提高门诊患者满意度。
Improving outpatient satisfaction by extending expected waiting time.
机构信息
School of Economics and Management, Tongji University, Shanghai, 200092, China.
The Center for Pediatric Liver Diseases, Children's Hospital of Fudan University, Shanghai, 201102, China.
出版信息
BMC Health Serv Res. 2019 Aug 13;19(1):565. doi: 10.1186/s12913-019-4408-3.
BACKGROUND
Long waiting times result in low satisfaction. Although several methods are used to shorten the actual waiting time (AWT) in large hospitals of China, the outpatients still have a long actual waiting time. This study aimed to explore whether satisfaction could be improved by extending the expected waiting time (EWT) instead of shortening the AWT.
METHODS
In October 2016, 257 students in grade one voluntarily participated in this study. They came from 6 classes, which were randomly divided into two groups: 3 classes comprised the control group (n = 125) and 3 classes comprised the experimental group (n = 132). Unfavorable information (UI) was given to the experimental group alone. Six distinct questionnaires were designed to explore the effects of UI on EWT and the effects of an extended EWT on satisfaction. Satisfaction scores ranged from 0 to 100: 0-25, very dissatisfied; 26-50, dissatisfied; 51-75, satisfied; 76-100, very satisfied. Each participant finished one of the 6 questionnaires online. Of the 257 questionnaires, 233 were valid.
RESULTS
Before UI was given, the initial EWT (T) was similar between the control and experimental groups (Z = -1.924, P = 0.054). Under the effects of UI, individuals in the experimental group extended their EWT (T) from 121.0 to 180.0 min (Z = -6.367, P < 0.001). Females prolonged their EWT longer than males did (Z = -2.239, P = 0.025). Then, this study defined T = 1.5 h and T = 2.5 h, and compared the satisfaction scores between the control and experimental groups: a significant difference was found when AWT =2.0 h (t = - 3.568, P = 0.001), but not when AWT =3.0 h (t = - 0.718, P = 0.475) or when AWT =1.0 h (t = - 1.088, P = 0.280). When AWT =3.0 h, fewer individuals felt "very dissatisfied" in the experimental group (21.2%) than in the control group (44.7%) (χ = 4.368, P = 0.037).
CONCLUSIONS
EWT was found to be extended greatly by UI. An extended EWT could improve satisfaction scores.
背景
较长的等待时间会导致满意度降低。尽管中国的一些大型医院采用了几种方法来缩短实际等待时间（AWT），但门诊患者的实际等待时间仍然很长。本研究旨在探讨通过延长预期等待时间（EWT）而不是缩短 AWT 是否可以提高满意度。
方法
2016 年 10 月，257 名一年级学生自愿参加了这项研究。他们来自 6 个班级，被随机分为两组：3 个班级为对照组（n=125），3 个班级为实验组（n=132）。仅向实验组提供不良信息（UI）。设计了 6 个不同的问卷来探讨 UI 对 EWT 的影响，以及延长 EWT 对满意度的影响。满意度得分范围为 0 到 100：0-25，非常不满意；26-50，不满意；51-75，满意；76-100，非常满意。每个参与者在线完成了其中一个 6 个问卷之一。在 257 份问卷中，有 233 份有效。
结果
在未提供 UI 之前，对照组和实验组的初始 EWT（T）相似（Z=-1.924，P=0.054）。在 UI 的影响下，实验组将他们的 EWT（T）从 121.0 延长至 180.0 分钟（Z=-6.367，P<0.001）。女性比男性延长 EWT 的时间更长（Z=-2.239，P=0.025）。然后，本研究将 T=1.5 小时和 T=2.5 小时，并比较对照组和实验组的满意度得分：当 AWT=2.0 小时时发现有显著差异（t=-3.568，P=0.001），但当 AWT=3.0 小时时（t=-0.718，P=0.475）或当 AWT=1.0 小时时（t=-1.088，P=0.280）则没有显著差异。当 AWT=3.0 小时时，实验组中感到“非常不满意”的人数（21.2%）比对照组（44.7%）少（χ2=4.368，P=0.037）。
结论
UI 发现 EWT 大大延长。延长 EWT 可以提高满意度得分。
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