Ämmälä Antti-Jussi, Taimela Simo
Medical Lead, Terveystalo PLC, Helsinki, Finland.
J Patient Exp. 2024 Oct 30;11:23743735241293631. doi: 10.1177/23743735241293631. eCollection 2024.
Customer satisfaction and enablement are key facets of healthcare quality. We examined their interplay within a large sample of predominantly working-age primary care patients. Our dataset encompasses 140 055 customer satisfaction reports, with concurrently gathered measures of patient enablement, delivered after doctor appointments. We used the customer satisfaction (CSAT) score and the patient enablement instrument (PEI). Additionally, we assessed 3 dimensions of customer satisfaction in conjunction with the CSAT score and calculated a sum score. Age and gender were included as covariates. Our findings from linear regression analyses are twofold: (1) customer satisfaction and enablement are interconnected, yet they maintain a degree of distinctiveness, as indicated by a beta coefficient of 0.45 on a 5-point scale, and (2) within the customer experience on a dichotomous scale, negative experiences exert a more substantial impact (betas between -0.77 and -0.97) on enablement than positive experiences (betas between 0.24 and 0.40). In addition, a dose-response relationship was observed between the sum of customer experiences and PEI. Ensuring that patients' voices are acknowledged, their queries are addressed, and they have comprehensible guidance regarding the progression of their treatment, are fundamental aspects of interactions with patients.
患者满意度和赋权是医疗质量的关键方面。我们在大量主要为工作年龄的初级保健患者样本中研究了它们之间的相互作用。我们的数据集包含140055份患者满意度报告，同时收集了患者赋权的相关指标，这些数据是在医生预约后提供的。我们使用了患者满意度（CSAT）评分和患者赋权工具（PEI）。此外，我们结合CSAT评分评估了患者满意度的三个维度，并计算了总分。年龄和性别作为协变量纳入分析。我们线性回归分析的结果有两点：（1）患者满意度和赋权相互关联，但它们保持一定程度的独特性，在5分制量表上的β系数为0.45表明了这一点；（2）在二分制量表的患者体验中，负面体验对赋权的影响（β系数在-0.77至-0.97之间）比正面体验（β系数在0.24至0.40之间）更大。此外，还观察到患者体验总和与PEI之间存在剂量反应关系。确保患者的声音得到倾听、问题得到解决，并且他们对治疗进展有可理解的指导，是与患者互动的基本方面。
