Blanco Erica, Samuels Shenae, Kimball Rebekah, Patel Daxa, Citty Sandra, Spader Heather
College of Nursing, University of Florida, Gainesville, FL, USA.
Office of Human Research, Memorial Healthcare System, Hollywood, FL, USA.
J Patient Exp. 2020 Dec;7(6):1255-1259. doi: 10.1177/2374373520919210. Epub 2020 Apr 19.
Patient satisfaction is a key metric used to measure quality in health care. However, patient satisfaction measures in the pediatric population are less studied and understood than in the adult population. The purpose of this study was to evaluate the impact of telephone follow-up on patient satisfaction in an outpatient pediatric neurosurgery clinic. A standardized telephone follow-up call was performed within 1 week of a child's clinic visit. Pearson's χ or Fisher's exact tests were used to assess changes in patient satisfaction measures after implementation of the telephone follow-up call initiative. The proportion of overall "top-box" physician rating significantly increased from 85.5% in 2017 to 95.6% in 2018 ( = .04). There was also a nonsignificant upward trend in the proportion of respondents noting that they would recommend this provider, as well as in all measures of physician communication quality and office staff quality. A simple telephone call to new patients after an outpatient pediatric neurosurgery clinic visit resulted in statistically significant and clinically meaningful changes in patient satisfaction scores.
患者满意度是衡量医疗保健质量的关键指标。然而，与成人人群相比，儿科人群的患者满意度测量研究和了解较少。本研究的目的是评估电话随访对门诊儿科神经外科诊所患者满意度的影响。在儿童门诊就诊后1周内进行标准化的电话随访。在实施电话随访倡议后，使用Pearson卡方检验或Fisher精确检验来评估患者满意度测量的变化。总体“顶级”医生评分的比例从2017年的85.5%显著增加到2018年的95.6%（P = .04）。在表示会推荐该医疗服务提供者的受访者比例以及医生沟通质量和办公室工作人员质量的所有测量方面，也存在不显著的上升趋势。门诊儿科神经外科诊所就诊后对新患者进行简单的电话随访，导致患者满意度得分出现具有统计学意义和临床意义的变化。
