糖尿病患者对门诊医疗服务质量的满意度。

Diabetic patient satisfaction on the quality of outpatient health care services.

出版信息

Tunis Med. 2022;100(2):161-166.

原文链接:https://pmc.ncbi.nlm.nih.gov/articles/PMC9272683/

Abstract

AIM

To assess the degree of satisfaction of diabetic patients with health care services and to determine the factors that influence it.

METHODS

It was a cross sectional study conducted in 2018 among diabetic outpatients of the department of endocrinology of the university hospital La Rabta. Patients general characteristics were noted. Each patient responded to a questionnaire, asked orally, in Tunisian dialect, by two physicians, about health care services including 20 questions grouped into three items. Each question was scored from 1 to 4 according to the degree of satisfaction. The global score as well as the scores of the items were calculated by adding the scores of the corresponding questions.

RESULTS

150 diabetic patients responded to the questionnaire; mean age: 58.9±12.2 years [18-88], sex-ratio: 0.51. Cronbach coefficient was 0.78. The overall score was 62.2±6.5 [46-80]. Ninety-seven patients (64.7%) had a score ≥60. The item concerning 'human contact and communication' was considered good in 98% of cases. The item concerning 'premises, cleanliness, comfort and safety' was considered intermediate in 64% of cases. Patients were very satisfied with the accessibility of the department inside the hospital (76.7%), the attitude of the agents during the administrative formalities (74%) and particularly the behaviour of the doctor (96%). However, they were dissatisfied with the noise (72%) and overcrowding (67.4%) of the waiting room. There were no statistically significant associations between the overall score and the studied data.

CONCLUSION

The diabetic patients were overall satisfied with the provided services. Actions must be taken to reduce overcrowding and long waiting times.

摘要

目的

评估糖尿病患者对医疗保健服务的满意度，并确定影响满意度的因素。

方法

这是 2018 年在拉巴特大学医院内分泌科门诊进行的一项横断面研究。记录患者的一般特征。每位患者均由两名医生以突尼斯语进行口头回答一份问卷，内容涉及医疗保健服务，包括 20 个问题，分为 3 个项目。根据满意度程度，每个问题的得分为 1 到 4 分。通过将相应问题的得分相加，计算出总分和项目得分。

结果

150 名糖尿病患者回答了问卷；平均年龄：58.9±12.2 岁[18-88]，性别比：0.51。克朗巴赫系数为 0.78。总分为 62.2±6.5[46-80]。97 名患者（64.7%）的得分为≥60。关于“人际交往和沟通”的项目被认为是好的，有 98%的患者。关于“场所、清洁、舒适和安全”的项目被认为是中等水平，有 64%的患者。患者对医院内科室的可及性（76.7%）、代理在行政手续过程中的态度（74%）以及医生的行为（96%）非常满意。然而，他们对候诊室的噪音（72%）和过度拥挤（67.4%）感到不满。总分与研究数据之间无统计学显著关联。