Leynes Ephraim P, Villarante Katrina Lenora
Department of Family and Community Medicine, Philippine General Hospital, University of the Philippines Manila.
Acta Med Philipp. 2024 Jul 31;58(13):50-55. doi: 10.47895/amp.v58i13.8062. eCollection 2024.
Patient experience is the interaction with the healthcare system and is one of the three pillars of quality in healthcare. Its assessment provides an opportunity to assure quality of care, meet patients' expectations, direct strategic decision making, and document benchmarks for healthcare organizations.The onset of the pandemic pushed the employees' clinic to institute new processes and focus on COVID-19 screening and monitoring of affected employees. The clinic used patient feedback to improve its services.A survey tool was developed and released by the clinic in June 2020 to elicit feedback and improve its services. Most items were yes/no questions and patients were asked to rate based on a Likert scale of 0-5 for the other items. They were also given space for their additional comments/feedback.
The study described the experience of patients utilizing the COVID-19 services of the employees' clinic of a tertiary hospital.
This was a cross-sectional study that involved a retrospective review of all data retrieved from the feedback forms from those who availed the COVID-19 services of the employees' clinic, namely consultation, swabbing, and/or telemonitoring, from June 2020 to December 2021.
A total of 4,136 feedback forms were retrieved from the employees' clinic. There were 1,598 forms from consultation, 1,268 forms from swabbing and 1,270 forms from telemonitoring. A total of 456 comments were positive and 275 were negative. Most forms listed receiving an introduction from their physician/nurse (92.74%) and received instructions for swabbing (90.43%) during consultation. For swabbing, most received information regarding their schedule (95.43%). Almost all forms listed receiving SMS or calls (98.74%) and information regarding return-to-work or admission (96.14%) from the telemonitoring service. Only about half were able to discuss fears and anxieties (48.76%) during consultation and about two-thirds (68.93%) received information regarding their RT-PCR results. Feedback stated that the clinic staff were respectful and courteous, and the service hours were convenient. However, concerns with data privacy were apparent.
Overall patient experience was generally positive despite the rapidly changing processes of the clinic.
患者体验是与医疗保健系统的互动，是医疗保健质量的三大支柱之一。对其进行评估为确保医疗质量、满足患者期望、指导战略决策以及为医疗保健组织记录基准提供了契机。疫情的爆发促使员工诊所制定新流程，并专注于对受影响员工的新冠病毒筛查和监测。该诊所利用患者反馈来改善其服务。2020年6月，诊所开发并发布了一项调查工具，以征求反馈意见并改善其服务。大多数问题是“是/否”问题，对于其他问题，要求患者根据0至5的李克特量表进行评分。还为他们留出了填写额外意见/反馈的空间。
本研究描述了患者在一家三级医院员工诊所使用新冠病毒服务的体验。
这是一项横断面研究，涉及对2020年6月至2021年12月期间从使用员工诊所新冠病毒服务（即咨询、拭子采样和/或远程监测）的人员的反馈表中检索到的所有数据进行回顾性分析。
从员工诊所共检索到4136份反馈表。其中咨询反馈表1598份，拭子采样反馈表1268份，远程监测反馈表1270份。共有456条评论为正面，275条为负面。大多数反馈表列出在咨询期间从医生/护士处得到了介绍（92.74%），并收到了拭子采样的说明（90.43%）。对于拭子采样，大多数人收到了关于其采样时间安排的信息（95.43%）。几乎所有反馈表都列出收到了远程监测服务的短信或电话（98.74%）以及关于复工或入院的信息（96.14%）。只有约一半的人在咨询期间能够讨论恐惧和焦虑情绪（48.76%），约三分之二的人（68.93%）收到了关于其逆转录聚合酶链反应（RT-PCR）结果的信息。反馈表明诊所工作人员尊重他人且有礼貌，服务时间也很方便。然而，数据隐私问题较为明显。
尽管诊所的流程迅速变化，但总体患者体验普遍为正面。
