Butler Christi, Baskin Avi S, Mmonu Nnenaya A, Cohen Andrew J, Patino German, Li Yi, Enriquez Anthony, Ramstein Joris, Breyer Benjamin N
University of California San Francisco, San Francisco, California.
Department of Urology, Johns Hopkins University, Baltimore, Maryland.
Urol Pract. 2021 Mar;8(2):168-175. doi: 10.1097/UPJ.0000000000000177. Epub 2020 Jul 27.
Patient satisfaction has become an important metric in medicine. In this study, we aim to identify modifiable factors contributing toward poor satisfaction amongst patients in a safety net urology clinic. We hypothesize that wait times and long distances traveled to clinic will have the largest contribution toward negative patient experiences.
We conducted a cross-sectional study of adult patients presenting to the urology clinic at Zuckerberg San Francisco General Hospital. Participants completed a survey using the RAND Patient Satisfaction Questionnaire-18 after their clinic visit. Associations among demographic factors, wait times, use of a translator and satisfaction were examined.
Two hundred patients, 19 to 90 years old (median age 62), were enrolled. Overall, 65% of patients were satisfied with their experience in our clinic. Our results demonstrated a significant association among race, language and overall satisfaction scores (p=0.009 and p=0.003, respectively). Multivariable analysis showed that those who waited more than an hour to see a physician were less satisfied compared with those who waited less than 15 minutes (OR 0.25, 95% CI 0.08-0.74). Similarly, those who used a translator were less satisfied than those who did not use a translator (OR 0.29, 95% CI 0.08-1.01).
In a safety net urology clinic, language differences and wait times may contribute to poor patient satisfaction. Future efforts toward improving language interpreter functionality and decreasing patient wait times will likely improve patient satisfaction.
患者满意度已成为医学领域的一项重要指标。在本研究中，我们旨在确定导致安全网泌尿外科诊所患者满意度低的可改变因素。我们假设等待时间和前往诊所的路途距离对患者的负面体验影响最大。
我们对在扎克伯格旧金山总医院泌尿外科就诊的成年患者进行了一项横断面研究。参与者在就诊后使用兰德患者满意度调查问卷 - 18 完成了一项调查。研究了人口统计学因素、等待时间、是否使用翻译人员与满意度之间的关联。
共纳入了 200 名年龄在 19 至 90 岁（中位年龄 62 岁）的患者。总体而言，65% 的患者对在我们诊所的就诊体验感到满意。我们的结果表明种族、语言与总体满意度得分之间存在显著关联（分别为 p = 0.009 和 p = 0.003）。多变量分析显示，等待超过一小时看医生的患者比等待时间少于 15 分钟的患者满意度更低（比值比 0.25，95% 置信区间 0.08 - 0.74）。同样，使用翻译人员的患者比未使用翻译人员的患者满意度更低（比值比 0.29，95% 置信区间 0.08 - 1.01）。
在安全网泌尿外科诊所，语言差异和等待时间可能导致患者满意度低。未来在改善语言翻译功能和减少患者等待时间方面所做的努力可能会提高患者满意度。
