Belanger Christopher, Peixoto Cayden, Francoeur Sara, Bjerre Lise M
Telfer School of Management, University of Ottawa, Ottawa, ON, Canada.
Institut du Savoir Montfort, Ottawa, ON, Canada.
JMIR Form Res. 2024 Jul 9;8:e56716. doi: 10.2196/56716.
Language-concordant health care, or health care in a patient's language of choice, is an important element of health accessibility that improves patient safety and comfort and facilitates an increased quality of care. However, prior research has found that linguistic minorities often face higher travel burdens to access language-concordant care compared to the general population.
This study intended to assess patient experiences and satisfaction with an online interactive physician map that allows patients to find family physicians who speak their preferred language in and around Ottawa, Ontario, Canada, as a means of identifying areas of improvement.
This study used an online survey with questions related to user satisfaction. Responses to Likert-scale questions were compiled as summary statistics and short-answer responses underwent thematic analysis. The study setting was Ottawa and Renfrew County, Ontario, and the surrounding region, including the province of Quebec.
A total of 93 respondents completed the survey and self-identified as living in Ontario or Quebec. Overall, 57 (61%) respondents were "very satisfied" or "somewhat satisfied" with the map, 16 (17%) were "neither satisfied nor dissatisfied," and 20 (22%) were "very dissatisfied" or "somewhat dissatisfied." We found no significant differences in satisfaction by preferred language, age group, physician attachment, or intended beneficiary. A total of 56 respondents provided short-answer responses to an open-ended question about map improvements. The most common specific suggestion was to show which physicians are accepting new patients (n=20). Other suggestions included data refreshes (n=6), user interface adjustments (n=23), and additional languages (n=2). Some participants also provided positive feedback (n=5) or expressed concern with their inability to find a family physician (n=5). Several comments included multiple suggestions.
While most patients were satisfied with the online map, a significant minority expressed dissatisfaction that the map did not show which family physicians were accepting new patients. This suggests that there may be public interest in an accessible database of which family physicians in Ontario are currently accepting new patients.
语言匹配的医疗服务，即使用患者选择的语言提供的医疗服务，是医疗可及性的一个重要因素，它能提高患者的安全性和舒适度，并有助于提升医疗服务质量。然而，先前的研究发现，与普通人群相比，语言少数群体在获取语言匹配的医疗服务时往往面临更高的出行负担。
本研究旨在评估患者对一个在线交互式医生地图的体验和满意度，该地图可让患者在加拿大安大略省渥太华及其周边地区找到会说他们首选语言的家庭医生，以此来确定需要改进的方面。
本研究采用了一项包含与用户满意度相关问题的在线调查。对李克特量表问题的回答被整理为汇总统计数据，简答题的回答则进行了主题分析。研究地点为安大略省渥太华和伦弗鲁县及其周边地区，包括魁北克省。
共有93名受访者完成了调查，并自我认定居住在安大略省或魁北克省。总体而言，57名（61%）受访者对该地图“非常满意”或“有些满意”，16名（17%）“既不满意也不不满意”，20名（22%）“非常不满意”或“有些不满意”。我们发现，在按首选语言、年龄组、医生归属或预期受益对象划分的满意度方面没有显著差异。共有56名受访者对一个关于地图改进的开放式问题给出了简答题回答。最常见的具体建议是显示哪些医生正在接收新患者（n = 20）。其他建议包括数据更新（n = 6）、用户界面调整（n = 23）以及增加语言种类（n = 2）。一些参与者还提供了积极反馈（n = 5），或表达了对无法找到家庭医生的担忧（n = 5）。几条评论包含了多项建议。
虽然大多数患者对在线地图感到满意，但仍有相当一部分人表示不满，原因是该地图未显示哪些家庭医生正在接收新患者。这表明，对于一个可获取的安大略省目前正在接收新患者的家庭医生数据库，可能存在公众需求。
