van Luijk J N
Trop Geogr Med. 1979 Sep;31(3):suppl 33-59.
The present study deals with patients' assessment of the OPD and the experimental changes in terms of "patient satisfaction". The hypothesis tested, stated that the level of satisfaction of clients of the OPD at Machakos hospital would increase after the introduction of changes in the operational and technical procedures. Data on clients' profiles and satisfaction were collected by means of structured interview schedule; 24 background variables and 17 satisfaction indicators were selected for final analysis to compare profiles and satisfaction of 324 baseline and 367 evaluation respondents. Profiles and satisfaction differed significantly at the 5% level. The significant difference in satisfaction could not be explained by the difference in profiles; the hypothesis was confirmed. A detailed analysis showed that total clinic time (the total time patients spent in the clinic) was significantly correlated with some of the 24 background variables and with some of the 17 satisfaction indicators; its duration was one of the key determinants for patient satisfaction, with a highly discriminative value. Another key variable was the answer to the question: "Did you get the treatment you wanted?". OPD patients discriminated various aspects and facets of OPD process and procedures for their assessment.
本研究探讨了患者对门诊部门（OPD）的评估以及在“患者满意度”方面的实验性变化。所检验的假设表明，在马查科斯医院对门诊部门的运营和技术程序进行变革后，该部门患者的满意度水平将会提高。通过结构化访谈问卷收集了有关患者资料和满意度的数据；选择了24个背景变量和17个满意度指标进行最终分析，以比较324名基线受访者和367名评估受访者的资料及满意度。资料和满意度在5%的水平上存在显著差异。满意度的显著差异无法用资料的差异来解释；该假设得到了证实。详细分析表明，总诊疗时间（患者在诊所花费的总时间）与24个背景变量中的一些变量以及17个满意度指标中的一些指标显著相关；其时长是患者满意度的关键决定因素之一，具有高度的区分价值。另一个关键变量是对“你得到了你想要的治疗吗？”这个问题的回答。门诊患者在评估门诊流程和程序时区分了各个方面。
