Department of Oral and Maxillofacial Surgery, Shrewsbury and Telford Hospital NHS Trust, Telford, United Kingdom.
Department of Oral and Maxillofacial Surgery, Shrewsbury and Telford Hospital NHS Trust, Telford, United Kingdom.
Br J Oral Maxillofac Surg. 2021 Apr;59(3):335-340. doi: 10.1016/j.bjoms.2020.08.099. Epub 2020 Aug 25.
Due to the COVID-19 pandemic most oral and maxillofacial surgical (OMFS) units have moved to conducting patient consultations over the telephone. The aim of this study was to assess patients' satisfaction with telephone consultations during the COVID-19 pandemic. A retrospective survey was conducted of OMFS patients at our hospital who had telephone consultations between 1 April - 8 June 2020. The survey was conducted by independent interviewers and used the Generic Medical Interview Satisfaction Scale (G-MISS) along with a previously published additional questionnaire. Variables recorded included age, gender, theme of consultation, grade of clinician, and type of consultation. Statistical analysis was performed to assess for any differences between patient groups. The records of 150 consecutive patients were reviewed and 135 met inclusion criteria. A total of 109 patients completed the survey giving a response rate of 80.74%. The total G-MISS score for satisfaction was high, which indicates a high level of satisfaction among all patients. We found no statistical difference in satisfaction when comparing patients in terms of gender, age, theme of consultation, or level of clinician. A significant difference was found in compliance levels between review and new patients, with review patients demonstrating higher compliance levels (p=0.004). Overall, 83.48% of patients said they would be willing to have a telephone consultation in future. The majority of patients in this study reported high levels of satisfaction with telephone consultations. New patients reported lower levels of compliance which may suggest this type of consultation is less suited to telephone consultation.
由于 COVID-19 大流行，大多数口腔颌面外科 (OMFS) 单位已开始通过电话进行患者咨询。本研究旨在评估 COVID-19 大流行期间患者对电话咨询的满意度。对我院在 2020 年 4 月 1 日至 6 月 8 日期间进行电话咨询的 OMFS 患者进行了回顾性调查。该调查由独立访谈者进行，使用了通用医疗访谈满意度量表 (G-MISS) 以及之前发表的附加问卷。记录的变量包括年龄、性别、咨询主题、临床医生级别和咨询类型。进行了统计分析以评估患者组之间的任何差异。回顾了 150 名连续患者的记录，其中 135 名符合纳入标准。共有 109 名患者完成了调查，应答率为 80.74%。总体满意度的 G-MISS 评分很高，表明所有患者的满意度都很高。我们发现，在比较患者的性别、年龄、咨询主题或临床医生级别时，满意度没有统计学差异。在复查和新患者之间，发现了合规水平的显著差异，复查患者的合规水平更高 (p=0.004)。总体而言，83.48%的患者表示他们将来愿意进行电话咨询。本研究中的大多数患者报告对电话咨询的满意度较高。新患者的合规水平较低，这可能表明这种咨询类型不太适合电话咨询。
