McDonald Cara B, Heydenrych Izolda
Department of Dermatology, St Vincent's Hospital, Melbourne.
Aesthet Surg J Open Forum. 2022 May 8;4:ojac044. doi: 10.1093/asjof/ojac044. eCollection 2022.
Quality assessment comprises 2 distinct forms: technical quality (TQ) and functional quality (FQ). On the one hand, TQ describes accuracy and excellence, the degree to which procedures are done "correctly." On the other hand, FQ is the way services are delivered and represents how the customer perceives and experiences the treatment or service.
To determine the relative importance of functional quality factors in the care of cosmetic injectable patients and return patronage.
The Cosmetic Injectable Patient Experience Exploratory Study (CIPEES) survey assessed reasons for return patronage to a specific cosmetic injector and the correlation between satisfaction with cosmetic results (patient assessment of TQ) and respondents' trust level in their practitioner, a marker for FQ.
The CIPEES survey collected 1488 responses across 75 countries, with 66% of participants completing all 15 questions. The respondents were 95.6% female and 4.4% male, with ages ranging from 18 years to >65 years old (median 33 years old). The number one ranked reason for returning to a previous cosmetic injector (return patronage) was "Trust in my practitioner's action and ability," closely followed by "Cosmetic result/outcome from the previous treatment/s." Respondents' level of satisfaction with their cosmetic results also correlated highly with trust in their practitioners.
In order to maximize patient satisfaction and return patronage, healthcare practitioners should focus on improving FQ care and value it at least as high as TQ in the delivery of cosmetic injectable treatments.
质量评估包括两种不同形式：技术质量（TQ）和功能质量（FQ）。一方面，技术质量描述的是准确性和卓越性，即程序“正确”完成的程度。另一方面，功能质量是服务的提供方式，代表了客户对治疗或服务的感知和体验。
确定功能质量因素在美容注射患者护理及回头率中的相对重要性。
美容注射患者体验探索性研究（CIPEES）调查评估了患者再次光顾特定美容注射医生的原因，以及对美容效果的满意度（患者对技术质量的评估）与受访者对其医生的信任程度（功能质量的一个指标）之间的相关性。
CIPEES调查在75个国家收集了1488份回复，66%的参与者完成了所有15个问题。受访者中女性占95.6%，男性占4.4%，年龄范围从18岁到65岁以上（中位数为33岁）。回到之前的美容注射医生（回头率）的首要原因是“信任我的医生的行为和能力”，其次是“之前治疗的美容效果/结果”。受访者对美容效果的满意度水平也与对医生的信任高度相关。
为了最大限度地提高患者满意度和回头率，医疗从业者在提供美容注射治疗时应注重改善功能质量护理，并至少将其重视程度提高到与技术质量相同的水平。
