患者对医疗质量的认知：来自大学退伍军人诊所的报告。

Patient perceptions in quality of care: report from university veterans clinic.

机构信息

Department of Community Dentistry and Population Health, University of Colorado School of Dental Medicine, Mail Stop F843, 13065 East 17th Avenue, Room 104D, Aurora, CO, 80045, USA.

Heroes Clinic and Veterans Outreach Coordinator, University of Colorado School of Dental Medicine, Mailstop F839, 13065 East 17th Avenue Room 104H, Aurora, CO, 80045, USA.

出版信息

BMC Oral Health. 2019 Dec 3;19(1):268. doi: 10.1186/s12903-019-0971-6.

DOI:10.1186/s12903-019-0971-6

PMID:31796009

原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC6892177/

Abstract

BACKGROUND

The Heroes Clinic is a unique dental clinic housed at the University of Colorado School of Dental Medicine that offers military veterans dental care at no or minimal cost. The aim of this study is to collect patient feedback on their perception of the quality of care they receive at the Heroes clinic.

METHODS

A cross-sectional study design was used to gather patient feedback on empathy and quality of care using Service Quality Measures (SERVQUAL) and Dental Satisfaction Questionnaire (DSQ) frameworks. Mean scores were calculated to determine the average of positive or negative responses. Fisher's exact test was conducted to test any significant differences between the patients' perception of quality of care they receive at the Heroes clinic (outcome variable) and the SERVQUAL and DSQ independent variables.

RESULTS

One hundred and seventy-seven veterans responded to the survey with a response rate of 35%. Over 50% of patients were between the ages of 20-35 years and 63% were students. The mean scores demonstrated high levels of all variables. Bivariate analysis for SERVQUAL data determined that veterans agreed to conditions demonstrated by four scales of empathy and all scales of responsiveness (p < 0.05). DSQ bivariate analysis revealed that veterans agreed to conditions demonstrated by four scales of quality of care, two scales of pain management, one scale of accessibility, and also general satisfaction pertaining to the received dental care (p < 0.05).

CONCLUSIONS

Heroes clinic has provided quality dental care to veterans as attested by the patients.

摘要

背景

英雄诊所是科罗拉多大学牙医学院内的一家独特的牙科诊所，为退伍军人提供免费或低费用的牙科护理。本研究的目的是收集患者对他们在英雄诊所接受的护理质量的看法。

方法

采用横断面研究设计，使用服务质量测量（SERVQUAL）和牙科满意度问卷（DSQ）框架收集患者对同理心和护理质量的反馈。计算平均分数以确定积极或消极反应的平均值。Fisher 确切检验用于检验患者对他们在英雄诊所接受的护理质量的看法（因变量）与 SERVQUAL 和 DSQ 自变量之间是否存在任何显著差异。

结果

177 名退伍军人对调查做出了回应，回应率为 35%。超过 50%的患者年龄在 20-35 岁之间，63%是学生。平均分数显示出所有变量的高水平。SERVQUAL 数据的双变量分析确定，退伍军人同意同理心的四个量表和所有反应性量表的条件（p<0.05）。DSQ 双变量分析显示，退伍军人同意护理质量的四个量表、疼痛管理的两个量表、一个可及性量表以及与所接受的牙科护理相关的总体满意度的条件（p<0.05）。