Bursch B, Beezy J, Shaw R
Department of Organization Effectiveness, Kaiser Permanente Medical Care Program, Southern California Region, Los Angeles.
Ann Emerg Med. 1993 Mar;22(3):586-91. doi: 10.1016/s0196-0644(05)81947-x.
To determine the relative importance of variables correlated with patient satisfaction with emergency department care and service.
Retrospective telephone survey targeting all patients who visited the Panorama City Kaiser Permanente ED from April 4 to April 17, 1991. Patients were contacted within one week of their discharge from the ED or hospital.
Two hundred fifty-eight ED patients completed telephone surveys. Fifty-one percent of the respondents were male, and the mean age was 53 years. The majority of the respondents were white (70%); the most common service received was medical (82%).
Of the 14 variables that were found to be correlated with overall ED satisfaction, a multiple regression analysis revealed that the five most important variables were patient satisfaction with the amount of time it took before being cared for in the ED; patients' ratings of how caring the nurses were, how organized the ED staff was, and how caring the physicians were; and patient satisfaction with the amount of information the nurses gave them about what was happening to them.
The total time patients spend in the ED and patients' perceptions of their wait time for an ED bed are not as important to patient satisfaction as is receiving prompt and caring service. The above service variables are key areas that may be targeted to improve ED services.
确定与患者对急诊科护理和服务满意度相关的变量的相对重要性。
对1991年4月4日至4月17日期间前往全景城凯撒医疗机构急诊科就诊的所有患者进行回顾性电话调查。在患者从急诊科或医院出院后一周内与他们联系。
258名急诊科患者完成了电话调查。51%的受访者为男性，平均年龄为53岁。大多数受访者为白人（70%）；接受最多的服务是医疗服务（82%）。
在发现的与急诊科总体满意度相关的14个变量中，多元回归分析显示，五个最重要的变量是患者对在急诊科接受护理前等待时间的满意度；患者对护士关怀程度、急诊科工作人员组织程度以及医生关怀程度的评分；以及患者对护士告知他们自身情况信息量的满意度。
患者在急诊科花费的总时间以及他们对等待急诊床位时间的感知，对患者满意度而言，不如获得及时且关怀备至的服务那么重要。上述服务变量是可作为改善急诊科服务目标的关键领域。
