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Abstract：
BACKGROUND: Patients determine quality of healthcare by their perception of the gap between the healthcare they experience/receive and that which they expect. This can be influenced by the ability of healthcare staff to adequately communicate information about the healthcare provided. This study assessed the level of relevance of meeting patients\' information needs with respect to their assessment of healthcare quality in a private hospital\'s general outpatient department in Ghana.
METHODS: Study design was cross-sectional using exit self-administered questionnaires among 390 outpatients. Healthcare quality was measured using a modified form of the Service Quality model gap analysis (gap between experience and expectations). A negative gap signifies unmet patient expectations. Microsoft Excel and Stata V.15.0 were used for analysis using t-test and multiple linear regression. A p value ≤0.05 denotes statistical significance.
RESULTS: The mean percentage of patients\' expectations of quality of healthcare was 87.6% (SE 0.031), while patient experience was 86.0% (SE 0.029), with a significant negative gap of -0.08 (p<0.002). Their highest expectation of the quality of healthcare was for their information needs to be met, with a mean score of 4.44 (SE 0.03). Two of the four items under the information needs dimension that showed no statistically significant gaps were \'saying all their problems\' (gap=0.00; p<0.9) and \'explanation of treatment/medications\' (gap=0.01; p<0.6). Those with statistically significant negative gaps were \'explanation of investigations and procedures\' (gap=-0.18; p<0.0001) and \'explanation of the diagnoses\' (gap=-0.11; p<0.02), signifying unmet expectations.
CONCLUSIONS: The outpatient\'s greatest need for quality healthcare in this study was for their information needs to be met. Providing information on patient diagnoses and investigations are the areas least likely to be adequately communicated to patients.
METHODS: Study design was cross-sectional using exit self-administered questionnaires among 390 outpatients. Healthcare quality was measured using a modified form of the Service Quality model gap analysis (gap between experience and expectations). A negative gap signifies unmet patient expectations. Microsoft Excel and Stata V.15.0 were used for analysis using t-test and multiple linear regression. A p value ≤0.05 denotes statistical significance.
RESULTS: The mean percentage of patients\' expectations of quality of healthcare was 87.6% (SE 0.031), while patient experience was 86.0% (SE 0.029), with a significant negative gap of -0.08 (p<0.002). Their highest expectation of the quality of healthcare was for their information needs to be met, with a mean score of 4.44 (SE 0.03). Two of the four items under the information needs dimension that showed no statistically significant gaps were \'saying all their problems\' (gap=0.00; p<0.9) and \'explanation of treatment/medications\' (gap=0.01; p<0.6). Those with statistically significant negative gaps were \'explanation of investigations and procedures\' (gap=-0.18; p<0.0001) and \'explanation of the diagnoses\' (gap=-0.11; p<0.02), signifying unmet expectations.
CONCLUSIONS: The outpatient\'s greatest need for quality healthcare in this study was for their information needs to be met. Providing information on patient diagnoses and investigations are the areas least likely to be adequately communicated to patients.
摘要：
背景：患者通过对他们体验/接受的医疗保健与他们期望的医疗保健之间的差距的感知来确定医疗保健质量。这可能会受到医护人员充分传达有关所提供医疗保健信息的能力的影响。这项研究评估了加纳一家私立医院普通门诊部满足患者信息需求与医疗质量评估的相关性水平。
方法：研究设计是在390名门诊患者中使用退出自我管理问卷的横断面。使用改进形式的服务质量模型差距分析（经验与期望之间的差距）来衡量医疗保健质量。负差距表示未满足患者的期望。使用MicrosoftExcel和StataV.15.0进行t检验和多元线性回归分析。p值≤0.05表示有统计学意义。
结果：患者对医疗保健质量的平均期望百分比为87.6％（SE0.031），而患者体验为86.0%（SE0.029），显著的负缺口为-0.08(p<0.002)。他们对医疗保健质量的最高期望是满足他们的信息需求，平均得分为4.44（SE0.03）。在信息需求维度下的四个项目中，没有显示出统计学上显著的差距的两个是“说出他们的所有问题”（差距=0.00；p<0.9）和“解释治疗/药物”（差距=0.01；p<0.6）。具有统计学意义的负差距的是“对调查和程序的解释”（差距=-0.18；p<0.0001）和“对诊断的解释”（差距=-0.11；p<0.02），表示未满足的期望。
结论：在这项研究中，门诊病人对优质医疗的最大需求是满足他们的信息需求。提供有关患者诊断和调查的信息是最不可能充分传达给患者的领域。
方法：研究设计是在390名门诊患者中使用退出自我管理问卷的横断面。使用改进形式的服务质量模型差距分析（经验与期望之间的差距）来衡量医疗保健质量。负差距表示未满足患者的期望。使用MicrosoftExcel和StataV.15.0进行t检验和多元线性回归分析。p值≤0.05表示有统计学意义。
结果：患者对医疗保健质量的平均期望百分比为87.6％（SE0.031），而患者体验为86.0%（SE0.029），显著的负缺口为-0.08(p<0.002)。他们对医疗保健质量的最高期望是满足他们的信息需求，平均得分为4.44（SE0.03）。在信息需求维度下的四个项目中，没有显示出统计学上显著的差距的两个是“说出他们的所有问题”（差距=0.00；p<0.9）和“解释治疗/药物”（差距=0.01；p<0.6）。具有统计学意义的负差距的是“对调查和程序的解释”（差距=-0.18；p<0.0001）和“对诊断的解释”（差距=-0.11；p<0.02），表示未满足的期望。
结论：在这项研究中，门诊病人对优质医疗的最大需求是满足他们的信息需求。提供有关患者诊断和调查的信息是最不可能充分传达给患者的领域。
