使用主动和被动反评估患者满意度的比较
Manju Christopher1, Lallu Joseph2
1Outpatient Department, Christian Medical College, Vellore, India.
Global journal on quality and safety in healthcare
|June 1, 2023
概括
积极反收集 (AFC) 产生了比被动反收集 (PFC) 更高的患者满意度. 这两种方法都为改善医院门诊服务提供了有价值的,互补的见解.
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 提高服务质量 提高服务质量
背景情况:
- 门诊科是一个关键的患者接触点.
- 评估患者的满意度是理解患者的感知和挑战的关键.
- 进行反收集方法的比较对于服务增强至关重要.
研究的目的:
- 为了比较积极反收集 (AFC) 和被动反收集 (PFC) 之间的患者满意度响应和结果.
主要方法:
- 一项为期2个月的研究,使用四种语言的21个问题验证问卷.
- 被动反收集 (PFC) 涉及自愿填写表格.
- 积极反收集 (AFC) 涉及系统地接近随机选择的患者.
主要成果:
- 809名患者参与了研究,其中131名患者是被动患者 (PFC),678名患者是活跃患者 (AFC).
- 在AFC组中观察到更高的患者满意度.
- 在PFC中,PFC产生的书面评论 (82%) 比AFC (35%) 更多,PFC的负面反更多.
结论:
- AFC提供了患者旅程的系统概述.
- 对于补救计划,PFC提供了详细的书面建议和不利评论.
- 无论是AFC还是PFC都会收集补充数据,帮助服务改进计划.
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