Centro de Investigación en Políticas, Población y Salud, Facultad de Medicina, Universidad Nacional Autónoma de México, Ciudad de México, Mexico.
BMC Health Serv Res. 2023 Feb 23;23(1):189. doi: 10.1186/s12913-023-09176-2.
Patient satisfaction is considered as a product of two psychological processes, a cognitive one, including expectations and perceptions, and an emotional one resulting from the congruence between expectation and subjective perception of the user. The objective was to identify the factors associated with the level of perceived satisfaction in patients treated in 36 nonprofit health clinics that offer comprehensive health care services in four counties in the state of California, United States.
Cross-sectional analytical study in 14 clinics in four California counties. It consisted of the application of a 30-item questionnaire to determine the degree of patient satisfaction with the clinic. The factorial composition of the quality of care and clinic quality components was analyzed and two factors with an Eigen value greater than 1 were obtained.
A total of 846 responses were registered. Factor analysis identified two underlying dimensions: Physician Attitude and Empathy. It was found that the discordance in language between the physician and the patient generates a difference in the perception of satisfaction. Patients who prefer to speak English have better satisfaction than those who speak Spanish. Spanish speakers who do not have interpreter have lower satisfaction than those who do (p < 0,01).
The most important sociodemographic cofactor was language. Satisfaction decreased in Spanish-speaking patients who were not proficient in the use of English since they expressed fewer comments and doubts.
患者满意度被认为是两个心理过程的产物，一个是认知过程，包括期望和感知，另一个是情感过程，源于期望与用户主观感知之间的一致性。目的是确定与在美国加利福尼亚州四个县的 36 家非营利性健康诊所接受治疗的患者的感知满意度水平相关的因素。
在加利福尼亚州四个县的 14 家诊所进行横断面分析研究。它包括应用 30 项问卷来确定患者对诊所的满意度程度。对护理质量和诊所质量成分的因子构成进行了分析，并获得了两个特征值大于 1 的因子。
共登记了 846 份回复。因子分析确定了两个潜在的维度：医生态度和同理心。发现医生和患者之间的语言差异会导致满意度感知的差异。喜欢说英语的患者比说西班牙语的患者满意度更高。不会说英语且没有翻译的西班牙语患者比会说英语且有翻译的患者满意度更低（p<0.01）。
最重要的社会人口学共同因素是语言。不精通英语的西班牙语患者的满意度下降，因为他们的意见和疑虑较少。
