等待时间对门诊患者满意度的影响:经验调查
Hui Zhang1, Weimin Ma1, Shufen Zhou2
1School of Economics and Management, Tongji University, Shanghai, China.
Medicine
|October 6, 2023
概括
患者的满意度是由对等待时间的主观感知所驱动的,而不是实际持续时间. 医院应该专注于管理患者的期望和感知等待时间,以提高服务质量.
科学领域:
- 医疗保健管理的管理
- 患者体验研究 研究研究
- 医疗保健服务研究 医疗服务研究
背景情况:
- 患者满意度是医疗保健质量的关键指标.
- 了解影响患者对等待时间满意度的因素对于服务改进至关重要.
- 之前的研究已经探讨了等待时间的各个方面,但主观和客观措施之间的相互作用需要进一步研究.
研究的目的:
- 确定不同类型的等待时间对患者满意度的影响.
- 检查预期,合理,容忍和感知等待时间与患者满意度之间的关系.
- 调查实际和感知/预期等待时间之间的差异对患者满意度的影响.
主要方法:
- 调查问卷收集了预期等待时间 (EWT),合理等待时间,耐受等待时间,感知等待时间 (PWT) 和满意度的数据.
- 医院工作人员记录了实际等待时间 (AWT).
- 使用线性回归分析分析了各种等待时间组件对患者满意度的影响.
主要成果:
- 预期的等待时间 (EWT),耐受性等待时间,理性等待时间和感知等待时间 (PWT) 显著影响了患者的满意度.
- 实际等待时间 (AWT) 对患者满意度没有显著的直接影响.
- 在EWT和AWT之间以及在PWT和AWT之间存在的差异显著影响了患者的满意度.
结论:
- 患者对等待的满意度主要受到主观感知 (EWT,PWT) 的影响,而不是客观的实际等待时间 (AWT).
- 客观等待时间通过影响主观等待时间间接影响满意度.
- 医院管理人员可以通过专注于管理患者的主观等待时间感知和减少客观等待时间来提高服务质量.
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