沙特医疗保健机构中患者满意度和忠诚度的关键预测因素：一项横断面分析。
Key Predictors of Patient Satisfaction and Loyalty in Saudi Healthcare Facilities: A Cross-Sectional Analysis.
作者信息
Alodhialah Abdulaziz M, Almutairi Ashwaq A, Almutairi Mohammed
机构信息
Department of Medical Surgical Nursing, College of Nursing, King Saud University, Riyadh 11451, Saudi Arabia.
School of Nursing & Midwifery, Monash University, Clayton 3168, Australia.
出版信息
Healthcare (Basel). 2024 Oct 16;12(20):2050. doi: 10.3390/healthcare12202050.
BACKGROUND
Patient satisfaction and loyalty are essential indicators of healthcare quality, directly impacting patient outcomes and the long-term success of healthcare facilities. Despite the growing importance of patient-centered care in Saudi Arabia, there is limited research exploring the factors that influence patient satisfaction and loyalty, particularly in the Riyadh region.
AIM
This study aims to identify the key factors influencing patient satisfaction and loyalty among Saudi patients attending public and private healthcare facilities in the Riyadh region. The study focuses on how healthcare service quality, communication, and demographic factors contribute to patient satisfaction and loyalty.
METHODS
A cross-sectional study was conducted with a sample of 350 Saudi patients from 10 healthcare facilities in Riyadh. Data were collected using the Patient Satisfaction Questionnaire (PSQ-18) and the Patient Loyalty Questionnaire (PLQ). Descriptive statistics, Pearson correlation, and multiple linear regression were employed to identify predictors of patient satisfaction and loyalty.
RESULTS
Significant predictors of patient satisfaction included general satisfaction (β = 0.48, < 0.001), communication (β = 0.35, < 0.001), and the frequency of healthcare visits (β = 0.13, = 0.011). Private healthcare facilities had higher satisfaction ( < 0.001) and loyalty scores ( < 0.001) compared to public facilities. Patient loyalty was strongly predicted by general satisfaction (β = 0.55, < 0.001) and communication (β = 0.42, < 0.001).
CONCLUSIONS
Communication quality and patient satisfaction are key drivers of patient loyalty in Saudi healthcare facilities. Private facilities outperform public ones in patient satisfaction and loyalty. These findings emphasize the need for healthcare providers to enhance communication and service quality to foster patient loyalty. Tailored approaches to meet the diverse needs of patients, particularly in terms of education and visit frequency, are crucial for improving healthcare outcomes in Saudi Arabia.
背景
患者满意度和忠诚度是医疗质量的重要指标，直接影响患者的治疗效果以及医疗机构的长期成功。尽管以患者为中心的医疗在沙特阿拉伯日益重要，但探索影响患者满意度和忠诚度的因素的研究有限，尤其是在利雅得地区。
目的
本研究旨在确定利雅得地区公立和私立医疗机构中影响沙特患者满意度和忠诚度的关键因素。该研究聚焦于医疗服务质量、沟通以及人口统计学因素如何影响患者满意度和忠诚度。
方法
对来自利雅得10家医疗机构的350名沙特患者进行了横断面研究。使用患者满意度问卷（PSQ - 18）和患者忠诚度问卷（PLQ）收集数据。采用描述性统计、皮尔逊相关性分析和多元线性回归来确定患者满意度和忠诚度的预测因素。
结果
患者满意度的显著预测因素包括总体满意度（β = 0.48，< 0.001）、沟通（β = 0.35，< 0.001）以及医疗就诊频率（β = 0.13，= 0.011）。与公立医疗机构相比，私立医疗机构的满意度（< 0.001）和忠诚度得分（< 0.001）更高。总体满意度（β = 0.55，< 0.001）和沟通（β = 0.42，< 0.001）对患者忠诚度有强烈预测作用。
结论
沟通质量和患者满意度是沙特医疗机构中患者忠诚度的关键驱动因素。私立医疗机构在患者满意度和忠诚度方面优于公立机构。这些发现强调医疗服务提供者需要提高沟通和服务质量以培养患者忠诚度。采取量身定制的方法来满足患者的多样化需求，特别是在教育和就诊频率方面，对于改善沙特的医疗结果至关重要。
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