Pochrzęst-Motyczyńska Agnieszka, Ostrowski Janusz, Sys Dorota, Pinkas Jarosław, Religioni Urszula
School of Public Health, Centre of Postgraduate Medical Education, Kleczewska 61/63, 01-826 Warsaw, Poland.
Department of Biochemistry and Molecular Biology, Centre of Postgraduate Medical Education, Marymoncka 99/103, 01-813 Warsaw, Poland.
Healthcare (Basel). 2025 May 14;13(10):1147. doi: 10.3390/healthcare13101147.
Patient satisfaction is one of the key patient-reported indicators of healthcare quality. In the study, we assess satisfaction with visits to primary healthcare (POZ) and specialised ambulatory healthcare (AOS). This web-based cross-sectional study was conducted in a representative sample of 725 patients from the Polish population in June 2023. The study employed the Patient Expectations Scale, comprising 18 statements addressing various aspects of a medical visit. The average satisfaction rating for the medical visit was 7.41 (±2.34) out of 10, with a median of 8. Strong correlations were found between overall visit satisfaction and specific aspects of the doctor-patient interaction. The highest correlations were observed for expressions of empathy and support, such as "showed concern" (r = 0.73) and "encouraged me" (r = 0.68), as well as for clear communication about treatment ("presented a probable course of treatment" (r = 0.62) and disease consequences (r = 0.55). Presenting test results (r = 0.51) and treatment recommendations (r = 0.63) were also significantly associated with overall satisfaction (all < 0.001). This study shows that patients reported higher satisfaction with specialised ambulatory care (AOS) than with family medicine (PR), mainly due to better communication, encouragement and concern from AOS doctors. Improving healthcare quality in Poland requires not only financial and organisational efforts but also a focus on patient expectations, supported by regular use of satisfaction measurement tools.
患者满意度是患者报告的医疗质量关键指标之一。在本研究中，我们评估了对初级医疗保健（POZ）就诊和专科门诊医疗保健（AOS）的满意度。这项基于网络的横断面研究于2023年6月在波兰人口的725名患者代表性样本中进行。该研究采用了患者期望量表，其中包含18条涉及医疗就诊各个方面的陈述。医疗就诊的平均满意度评分为7.41（±2.34）（满分10分），中位数为8分。研究发现总体就诊满意度与医患互动的特定方面之间存在强相关性。在表达同理心和支持方面，如“表示关心”（r = 0.73）和“鼓励我”（r = 0.68），以及在关于治疗的清晰沟通方面（“提出可能的治疗方案”（r = 0.62）和疾病后果（r = 0.55））观察到最高的相关性。呈现检查结果（r = 0.51）和治疗建议（r = 0.63）也与总体满意度显著相关（均P < 0.001）。本研究表明，患者对专科门诊医疗保健（AOS）的满意度高于家庭医学（PR），主要是因为AOS医生的沟通、鼓励和关心更好。在波兰提高医疗质量不仅需要财政和组织方面的努力，还需要关注患者期望，并通过定期使用满意度测量工具提供支持。
