服务质量和初级医疗保健服务中的相关因素:一项跨部门研究
Mehmet Sait Değer1, Halim İşsever2
1Department of Public Health, Medical Faculty, Hitit University, 19030 Corum, Türkiye.
Healthcare (Basel, Switzerland)
|May 24, 2024
概括
初级医疗保健服务质量没有达到患者的期望. 性格特征,如外向和精神病症,以及年龄和教育,影响了对这些医疗服务的满意度.
科学领域:
- 公共卫生 公共卫生
- 医疗保健管理的管理
- 心理学 心理学 心理学
背景情况:
- 初级医疗保健服务对于预防疾病和改善健康至关重要.
- 对医疗机构来说,评估患者对服务质量的看法至关重要.
- 了解个性对医疗保健期望的影响是一个新兴的研究领域.
研究的目的:
- 在初级医疗保健环境中测量感知到的服务质量.
- 研究个性特征对患者对初级医疗保健服务满意度的影响.
- 识别与服务质量期望相关的人口和心理因素.
主要方法:
- 一项涉及Bingöl中央社区卫生中心460名成年参与者的横截面研究.
- 通过面对面的调查问卷收集数据,包括社会人口统计学,SERVQUAL尺度和Eysenck人格调查问卷.
- 分析了人格特征的中位数 (神经病,精神病,外向,撒谎) 和SERVQUAL分数.
主要成果:
- 整体SERVQUAL得分为-0.02,表明患者的期望未得到满足.
- 个性特征的中位数得分是:神经病变 2,精神病变 2.65,外向 4,撒谎 5.
- 年龄,教育,外向和精神病症与服务质量满意度显著相关 (p < 0.05).
结论:
- 在被研究的组织中,初级医疗保健服务质量远远低于患者的期望.
- 人格特征,特别是外向和精神病症,在塑造患者满意度方面发挥着重要作用.
- 建议包括改善设施特征,人员配置和服务及时性/准确性,以提高医疗保健质量.
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