Creazza Alessandro, Mastrosimone Erminia, Garagiola Elisabetta, Porazzi Emanuele
LIUC University, School of Industrial Engineering, Castellanza, Italy.
Pharmaceutical, Integrative and Prosthetic Assistance of Piedmont Region, Torino, Italy.
J Patient Exp. 2022 Oct 26;9:23743735221134337. doi: 10.1177/23743735221134337. eCollection 2022.
Primary care represents an answer to the growing demand of an ageing population for healthcare services outside the hospital. As a support mechanism of primary care, the distribution of health technologies to chronic patients plays an important role, but it has been investigated from the operational viewpoint only, ignoring the patient's perspective. We explored patient's satisfaction in relation to the distribution processes of incontinence health technologies, investigating its antecedents and isolating the factors driving the satisfaction of patients - which could be leveraged to design better distribution processes for better primary care services. We performed a survey study on 650 patients in primary care services affected by incontinence in Italy, building on the ServQual and Kano models. Partial Least Square Structural Equation Modelling (PLS-SEM) with Multi-Group Analysis (MGA) was adopted to analyse the data. Results show that interaction of patients with the personnel delivering the service is the key driver of patient satisfaction: this is an element more important than the operational features of distribution services (such as punctuality/reliability of the service or its flexibility).
初级保健是应对老龄化人口对医院外医疗服务日益增长需求的一种方式。作为初级保健的一种支持机制，向慢性病患者分发健康技术发挥着重要作用，但此前仅从操作角度进行了研究，而忽略了患者的视角。我们探讨了患者对失禁健康技术分发过程的满意度，调查其影响因素，并找出驱动患者满意度的因素——这些因素可用于设计更好的分发流程，以提供更好的初级保健服务。我们基于ServQual和卡诺模型，对意大利650名受失禁影响的初级保健服务患者进行了一项调查研究。采用偏最小二乘结构方程模型（PLS-SEM）和多组分析（MGA）对数据进行分析。结果表明，患者与提供服务人员的互动是患者满意度的关键驱动因素：这一因素比分发服务的操作特征（如服务的准时性/可靠性或灵活性）更为重要。
