背景:国家商业调查用于评估患者满意度。然而,获得的信息并不总是与临床情况相对应,因此可能不足以帮助改善特定的患者体验,结果低应答率和细节不足。
目的:目的是在神经外科门诊结束时使用实时现场患者体验调查答复调查患者满意度,并回顾这些调查答复和医院提供的全国商业调查答复的结果,以了解影响变化的能力。
方法:这是一项从2023年10月到2023年12月的前瞻性研究,在该研究期间,从国家商业门诊临床调查中得出的10份问卷的纸质副本被给予每位在神经系统上能够填写的独特患者。电子病历用于收集患者的人口统计信息和诊所就诊的详细信息。对医院提供的2022年7月至2023年11月的全国商业调查答复进行了审查。
结果:从2023年10月至2023年12月,在神经外科诊所共发现149例患者,对121例患者进行了现场患者满意度调查,反应率为100%。平均年龄为46.5岁,女性占患者样本的45.5%。访视类型包括46例(38.0%)新患者,53名(43.8%)返回患者,和22名(18.2%)术后患者,其中45.5%表现为颅骨病变。比较一个提供者和两个提供者看到的患者满意度,如居民,或者参加的中层,两名提供者看到的患者对“感觉受到提供者的尊重”不太满意(4.92vs.4.64,p=0.0088),“提供者倾听的感觉”(4.84vs.4.50,p=0.0180),和“对提供者讨论疾病预防感到赞赏”(4.72vs.4.29,p=0.0232)。由于医院提供的我国全国商业门诊调查回复缺乏必要信息,没有对面对面调查和我们的国家商业门诊调查进行直接比较.
结论:患者满意度调查如果不进行实时现场调查,则存在低应答率和缺乏帮助指导提供者改进质量的细节的风险。我们的数据支持使用实时现场患者满意度调查,不仅可以提高应答率,还可以提供有用的信息来帮助改善患者体验。
BACKGROUND: National commercial surveys are used to assess patient satisfaction. However, the information obtained does not always correspond to the clinical situation and therefore may be inadequate to help improve a specific patient experience when through no fault of its design, results in low response rates and inadequate specifics.
OBJECTIVE: The objective is to investigate patient satisfaction using real-time in-person patient experience survey responses at the end of a neurosurgical clinic visit and review the results from these survey responses and those from national commercial survey responses provided by the hospital for the ability to affect change.
METHODS: This is a prospective study from October 2023 to December 2023 during which a paper copy of 10 questionnaires derived from a national commercial outpatient clinical survey was given to every unique patient who was neurologically capable of filling it out at the end of his or her neurosurgery clinic visit. The electronic medical record was used to collect patient demographics and details of the clinic visit. National commercial survey responses from July 2022 to November 2023 provided by the hospital were reviewed.
RESULTS: A total of 149 patients were seen in the neurosurgery clinic from October 2023 to December 2023, 121 patients were given the in-person patient satisfaction survey, and the response rate was 100%. The mean age was 46.5 years with females constituted 45.5% of the patient sample. The visit type included 46 (38.0%) new patients, 53 (43.8%) returning patients, and 22 (18.2%) post-op patients, of which 45.5% presented with cranial pathologies. Comparing the patient satisfaction level between those seen by one provider and those seen by two providers, such as resident, or mid-level with attending, patients seen by two providers were less satisfied with \"feeling respected by the providers\" (4.92 vs. 4.64, p=0.0088), \"feeling listened to by the providers\" (4.84 vs. 4.50, p=0.0180), and \"feeling appreciated that the providers discussed illness prevention\" (4.72 vs. 4.29, p=0.0232). Due to a lack of necessary information from our national commercial outpatient clinic survey responses provided by the hospital, a direct comparison between the in-person survey and our national commercial outpatient clinic survey was not made.
CONCLUSIONS: Patient satisfaction surveys when not given in real-time in-person run the risk of low response rate and lack of specifics to help guide providers in quality improvement. Our data supports the use of real-time in-person patient satisfaction surveys that not only increase response rate but also provide useful information to help improve patient experience.