作者:M Katic、A Budak、D Ivankovic、M Mastilica、D Lazic、A Babic-Banaszak、V Matkovic
DOI:10.1093/fampra/18.1.42
日期:2001.1.1
Background. Patient satisfaction is an important part and a measure of the quality of health care. Patient satisfaction with family physicians was studied within the project ‘Analysis of Transition of Health Care System in Croatia’.Objectives. The aim of this study was to explore patient satisfaction with family physicians through evaluation of some characteristics of physician behaviour. The specific goals of this study were to determine whether there were differences in the evaluation of patient satisfaction with physician behaviour with regard to some sociodemographic characteristics of the respondents.Methods. The study group consisted of 1217 respondents: 479 (39.4%) men and 738 (60.6%) women. Medical students interviewed the respondents ‘face-to-face’ immediately after their consultation with the physician. An anonymous questionnaire was created providing answers to 10 questions on patient satisfaction. Data on sociodemographic characteristics and the reason for encounter of the respondents were also collected.Results. The average positive rating over 10 questions on patient satisfaction was 85.3%. There was a statistically significant difference in age distribution between geographic areas (P < 0.001). Differences in answers were found regarding sex, age, educational level (P < 0.001) and reason for encounter (P < 0.01). Two factors were obtained by factor analysis: the first could be called physician's competence/expertise estimated by respondents, and the other physician's empathy evaluated by respondents. The respondents were divided into two groups based on the reason for encounter as a criterion for discriminant analysis: acute (symptoms and complaints, injuries; n = 553) and other reasons (n = 664). The discriminant function obtained was statistically significant (P < 0.01). Younger respondents, regardless of sex, whose reason for encounter was an acute condition, were less satisfied with the physician's expertise, agreeableness during the consultation, physician's interest in what they were saying and physician's friendliness.Conclusion. Considering the difficulties present in the health systems of countries in transition, the results of our study were surprisingly encouraging, showing that the respondents were satisfied with the physician's behaviour and that the physicians fulfilled the basic elements of professional behaviour.
背景。患者满意度是医疗保健质量的重要组成部分和衡量标准。 “克罗地亚医疗保健系统转型分析”项目研究了患者对家庭医生的满意度。目标。本研究的目的是通过评估医生行为的一些特征来探讨患者对家庭医生的满意度。本研究的具体目标是确定根据受访者的一些社会人口学特征,患者对医生行为的满意度评估是否存在差异。方法。研究小组由 1217 名受访者组成:479 名男性 (39.4%) 和 738 名女性 (60.6%)。医学生在咨询医生后立即“面对面”采访受访者。我们制作了一份匿名调查问卷,回答了 10 个有关患者满意度的问题。还收集了受访者的社会人口特征和遭遇原因的数据。结果。 10 个问题对患者满意度的平均正面评价为 85.3%。地理区域之间的年龄分布存在统计学显着差异(P<0.001)。性别、年龄、教育水平(P < 0.001)和遭遇原因(P < 0.01)的答案存在差异。通过因素分析得到两个因素:第一个因素可以称为受访者估计的医生的能力/专业知识,另一个因素可以称为受访者评估的医生的同理心。根据遭遇原因作为判别分析的标准,将受访者分为两组:急性(症状和主诉、伤害;n = 553)和其他原因(n = 664)。所得判别函数具有统计学意义(P<0.01)。年轻受访者,无论性别,其就诊原因为急性病症,对医生的专业知识、咨询过程中的宜人性、医生对他们所说的话的兴趣以及医生的友善程度不太满意。结论。考虑到转型国家卫生系统中存在的困难,我们的研究结果令人惊讶地令人鼓舞,表明受访者对医生的行为感到满意,并且医生履行了职业行为的基本要素。