使用交互式语音响应调查来评估埃塞俄比亚患者满意度:发展和可行性研究
Dessalegn Shamebo1, Anagaw Derseh Mebratie2, Catherine Arsenault3
1Department of Development Economics, Ethiopian Civil Service University, Addis Ababa, Ethiopia.
JMIR formative research
|February 13, 2025
概括
交互式语音响应 (IVR) 调查是一种可行的,低成本的方法来评估埃塞俄比亚的患者满意度. 这项技术可以通过提供宝贵的患者反来帮助提高医疗保健质量,即使是在低收入环境中.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 医疗信息学 医疗信息学
- 公共卫生 公共卫生
背景情况:
- 患者满意度调查对于医疗保健质量评估至关重要,但在低收入环境中未得到充分利用.
- 交互式语音响应 (IVR) 调查比面试等传统方法具有潜在的优势,包括标准化,隐私和效率.
- 在资源有限的环境中,IVR调查对患者满意度进行了最小的探索.
研究的目的:
- 评估在埃塞俄比亚亚的斯亚贝巴使用IVR系统进行患者满意度调查的可行性.
- 描述方法,响应率,成本和影响IVR调查参与和完成的因素.
- 确定与IVR调查参与,完成和持续时间相关的人口统计和设施相关因素.
主要方法:
- 从亚的斯亚贝巴的18个卫生机构招募了患者,收集了人口统计和手机所有权的数据.
- 通过手机键盘进行了15个问题的IVR调查,使用Heckman探针和Weibull回归模型进行分析.
- 使用统计模型分析了影响IVR调查参与,完成和时间的因素.
主要成果:
- 在符合条件的患者中观察到高手机拥有率 (94.3%) 和注册意愿 (89.9%).
- 总体而言,IVR调查参与率为65.6%,完全完成率为42.9% (1037/2415),平均成本为每次完成调查7.90美元.
- 年龄较大 (40岁以上) 和高等教育与较低的参与率和完成率有关,而年龄较小和阿姆哈拉语与较短的调查持续时间有关.
结论:
- IVR调查为评估埃塞俄比亚城市环境中的患者满意度提供了一种可行,经济有效和快速的方法.
- 成功实施需要仔细规划和适应当地环境和挑战.
- 政府和医疗保健提供者应考虑采用IVR系统进行例行患者满意度数据收集,以推动质量改善举措.
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