Bancsik Karoly, Ilea Codrin Dan Nicolae, Daina Mădălina Diana, Bancsik Raluca, Șuteu Corina Lacramioara, Bîrsan Simona Daciana, Manole Felicia, Daina Lucia Georgeta
Faculty of Medicine and Pharmacy, Doctoral School of Biomedical Sciences, University of Oradea, 1 December Sq., 410081 Oradea, Romania.
Faculty of Medicine and Pharmacy, University of Oradea, 1 December Sq., 410081 Oradea, Romania.
Healthcare (Basel). 2023 Nov 1;11(21):2878. doi: 10.3390/healthcare11212878.
(1) Background: The study aimed to assess the patients' perception of the quality of the medical staff's care, the hotel's services, and the hospital's overall impression as well as to determine the best rating scale through a comparative analysis of patient satisfaction questionnaires. (2) Methods: A retrospective study was performed based on satisfaction questionnaires addressed to the patients hospitalized in the Orthopedics and Traumatology departments of the County Clinical Emergency Hospital Oradea between 2015 and 2019. Three different types of questionnaires were used during the study period, with the number of questions varying between 30 (variant A) and 37 (variant C). The evaluation was done using the Likert scales with three, four, or five answer variables. (3) Results: The items that we found to be present in all three categories of surveys and for which at least two different questionnaire variants used the Likert scales with various answer variables were chosen. In terms of the treatment given by the medical staff, hotel services, and the overall perception of the hospital, the patients perceive a higher level of quality. (4) Conclusions: The level of patient overall satisfaction or general impression about the hospital is strongly dependent on the quality of medical care provided by the doctors and the specific hotel conditions of the hospital. The quality assessment using the Likert rating scale with five binary variables is more accurate.
(1) 背景：本研究旨在评估患者对医务人员护理质量、医院服务以及医院整体印象的看法，并通过对患者满意度调查问卷的比较分析确定最佳评分量表。(2) 方法：基于2015年至2019年期间向奥拉迪亚县临床急救医院骨科和创伤科住院患者发放的满意度调查问卷进行回顾性研究。研究期间使用了三种不同类型的问卷，问题数量在30个（A变体）至37个（C变体）之间。评估采用了具有三个、四个或五个答案变量的李克特量表。(3) 结果：选择了在所有三类调查中都出现的项目，并且至少有两种不同问卷变体对这些项目使用了具有不同答案变量的李克特量表。在医务人员提供的治疗、医院服务以及对医院的整体认知方面，患者认为质量水平较高。(4) 结论：患者对医院的总体满意度或总体印象水平在很大程度上取决于医生提供的医疗护理质量以及医院的具体服务条件。使用具有五个二元变量的李克特评分量表进行质量评估更为准确。
