Patient Satisfaction Questionnaire Short Form Research Articles

P146 EFFECT OF HOME BLOOD PRESSURE TELE-MONITORING PATHWAY WITH PHARMACIST CASE MANAGEMENT TO SUPPORT PATIENTS DISCHARGED FROM EMERGENCY DEPARTMENT WITH ASYMPTOMATIC HYPERTENSION: A STUDY PROTOCOL FOR MULTICENTRE RANDOMIZED CONTROLLED TRIAL (TEC4HOME-BP)

Background and Objectives: Severely elevated blood pressure (BP) in the emergency department (ED) has recently been associated with undiagnosed hypertension and adverse cardiovascular outcomes, regardless of the initial reason (e.g.: pain or anxiety) for the ED visit. Clinical uncertainty exists on how best to manage severe asymptomatic BP post-discharge from the ED. In this study protocol, we propose home BP telemonitoring with pharmacist case management intervention on participants discharged from the ED with severe asymptotic hypertension. The overall purpose of this trial is to evaluate whether home BP telemonitoring and pharmacist case management can improve BP management in participants discharged from the ED with severe asymptotic hypertension and whether participants find this intervention to be acceptable. Methods: The study is a multi-centre, randomized controlled trial of 408 participants discharged from the ED with severe hypertension (defined as average of 3 readings systolic blood pressure [SBP] ≥ 160 mm Hg and/or diastolic blood pressure [DBP] ≥ 100 mm Hg over 3 readings). Participants will be randomized to either usual care or home BP telemonitoring and pharmacist case management for 12-months. The primary outcome is proportion achieving disease specific SBP control using 24 h ambulatory BP monitoring (ABPM) at 12-months. Secondary outcomes are change in SBP and DBP based on 24 h ABPM and home BP averages at 6- and 12-months. Patient acceptability and satisfaction will be assessed using EuroQoL 5-level EQ5 version and patient Satisfaction Questionnaire Short Form. Exploratory outcomes include adverse events, prescription of anti-hypertensive medications, fidelity of interventions and health care utilization. Conclusions: Results from this study will advise the integration of home blood pressure telemonitoring and pharmacist case management pathway as key clinical strategy to improve patient flow in the ED, reduce length of stay in the ED, and improve BP control in patients with asymptomatic severe hypertension in the ED. Trial registration: ClinicalTrials.gov: NCT 06303206

IJCM_133A: E- Health Literacy and Satisfaction regarding Medical Care among Patients attending a Tertiary Care Hospital in Mangalore

Background: Health literacy is crucial for understanding health information and making informed decisions. It encompasses the ability to obtain, process, and understand basic health information. Factors like education, income, and age influence health literacy, impacting health outcomes negatively when low. E Health literacy extends to navigating electronic health resources. Patient-doctor communication suffers when doctors overestimate patient literacy. Poor health literacy leads to misunderstandings, medication errors, and poorer health outcomes. In today’s healthcare landscape, patient satisfaction is key. Understanding the link between eHealth literacy, communication, compliance, and satisfaction is vital. The study aims to evaluate patients’ e-health literacy levels, evaluate the degree of patient satisfaction with healthcare services, to ascertain the relationship between patient satisfaction and eHealth literacy. Methodology: The study involved 234 patients who visited the hospitals affiliated to Kasturba Medical College, Mangalore. eHealth literacy was assessed using eHEALS, patient satisfaction was assessed using Patient Satisfaction Questionnaire Short Form (PSQ-18). The correlation between eHealth literacy scores and patient satisfaction scores was tested using Pearson correlation coefficient where P is less than 0.05 was considered statistically significant correlation. Results: Preliminary findings suggest that majority of the participants found the Internet to be useful in making decisions about health. The results of our study show that 65% of our participants have good eHealth literacy and 27.8% have moderate literacy. The comparison of patient satisfaction based on eHealth literacy showed that there was no significant difference in patient satisfaction between participants who had good literacy or poor literacy. Conclusion: Both eHealth Literacy and Patient Satisfaction among our study participants were good, however there was no correlation found between eHealth Literacy and Patient Satisfaction.

Associated Factors in Patient Satisfaction among Older Persons Attending Primary Health Facilities in Sepang, Malaysia.

With Malaysia's ageing population, the utilisation of primary healthcare services by older individuals with comorbidities is expected to increase. Patient satisfaction serves as a key indicator for assessing the quality of healthcare services. Thus, the aim of this study is to evaluate patient satisfaction among older persons attending public primary healthcare facilities and to identify associated factors. A cross-sectional survey was conducted from October 2017 to January 2018, involving face-to-face interviews with older outpatients in primary health clinics. Minimum 300 participants were required and systematic random sampling were used. The measurement included sociodemographic variables, patient comorbidity and patient satisfaction using the Short-Form Patient Satisfaction Questionnaire (PSQ-18). A total of 317 participants enrolled in this study, resulting in a response rate of 95.6%. The findings indicated that 35.7% of participants reported high satisfaction, while 64.3% reported moderate satisfaction. Participants with at least secondary education (OR = 3.12) were more likely to experience satisfaction compared to those without formal education. Participants with monthly incomes above RM2,000 (OR = 0.40) and RM1,000-RM1,999 (OR = 0.53) were less likely to be satisfied compared to those earning less than RM999. Moreover, participants with two or more comorbidities were less likely to be satisfied compared to those with one comorbidity. Gender, marital status, employment status and living arrangements were not significant factors. This study highlights the need for healthcare authorities to examine factors such as patients' education level, income level and comorbidity status that are associated with healthcare satisfaction to enhance overall patient satisfaction.

Patient Satisfaction with the Quality of Healthcare Services at Selected Major Outpatient Clinics at Sultan Ahmad Shah Medical Centre Kuantan Pahang

INTRODUCTION: Patient satisfaction is a key factor in determining any gaps or inadequacies in the healthcare provider's services. This study aimed to measure the level of patient satisfaction and its associated factors towards the healthcare service of outpatient clinics in Sultan Ahmad Shah Medical Centre (SASMEC), IIUM, Kuantan, Pahang. MATERIALS AND METHODS: A total of 1050 patients were recruited from internal medicine, paediatrics, surgery, obstetrics and gynaecology, orthopaedics, and psychiatry clinics between February 2021 and February 2022. A questionnaire was administered which consists of two parts: one that covers patients’ sociodemographic data and the other that assesses the patients’ level of satisfaction with the healthcare services using the Malay-validated Short-Form Patient Satisfaction Questionnaire (PSQ-18). RESULTS: The mean overall satisfaction level was 3.94 ± 0.46, with the highest mean scores in the interpersonal manners (4.2 ± 0.64) and communications (4.26 ± 0.56) domains. From the multivariate analysis, it was found that those patients in the lower income group (B40) were more satisfied with the quality of the healthcare services (B=0.172, 95% CI=0.08, 0.263) compared to the middle-income group. Being a student (B=- 0.202, 95% CI=- 0.296, -0.108) and having a follow-up treatment visit (B=-0.082, 95% CI=-0.156, -0.008), were significantly associated with lower satisfaction levels as compared to their counterparts. CONCLUSION: Overall, patients who attended SASMEC were satisfied with the service provided. Continuous service improvement aimed at patients’ household income, occupation and purpose of visit may help SASMEC enhance its service in the future

Satisfaction levels of patients attending the outpatient department of a tertiary care center of India

Introduction and aim. Any hospital’s outpatient department (OPD) is regarded as the storefront of the facility, and patient satisfaction is an important measure of healthcare quality. Hence, this cross-sectional study was conducted in different OPDs at a tertiary care center. Material and methods. Two hundred patients were recruited, and structured personal interviews were conducted with questions based on the Patient Satisfaction Questionnaire Short Form (PSQ-18). T-tests and analysis of variance (ANOVA) were used to compare satisfaction scores between variables. Results. Upon analysis, 86% of the patients rated their overall experience as either ‘very good’ or ‘good’. Interpersonal manners (mean score±SD; 4.60±0.55), communication (4.39±0.66), general satisfaction (4.03±0.79), and technical qualities (3.86±0.57) were the domains in which the patients were most satisfied, while time spent with the doctor (3.77±0.89), accessibility and convenience (3.77±0.67), and financial aspects (3.37±0.83) were the areas that lagged. Conclusion. Satisfaction scores were found to vary significantly with gender, age, waiting times, and the number of visits per day. Regular patient satisfaction surveys should be conducted in all hospitals for devising interventions to provide patients with the best possible care.

App-Controlled Treatment Monitoring and Support for Patients With Head and Neck Cancer Undergoing Radiotherapy: Results From a Prospective Randomized Controlled Trial.

Head and neck cancers (HNCs) are very common malignancies, and treatment often requires multimodal approaches, including radiotherapy and chemotherapy. Patients with HNC often display a high symptom burden, both due to the disease itself and the adverse effects of the multimodal therapy. Close telemonitoring of symptoms and quality of life during the course of treatment may help to identify those patients requiring early medical support. The App-Controlled Treatment Monitoring and Support for Patients With Head and Neck Cancer (APCOT) trial aimed to investigate the feasibility of integrating electronic patient-reported outcomes (ePROs) in the treatment surveillance pathway of patients with HNC during the course of their radiotherapy. Additionally, the influence of app-based ePRO monitoring on global and disease-specific quality of life and patient satisfaction with treatment was assessed. Patients undergoing radiotherapy for histologically proven HNCs at the Department of Radiation Oncology, University Medical Center Freiburg, Germany, were enrolled in this trial and monitored by weekly physician appointments. Patients were randomized between additional ePRO monitoring on each treatment day or standard-of-care monitoring. Feasibility of ePRO monitoring was defined as ≥80% of enrolled patients answering ≥80% of their daily app-based questions. Quality of life and patient satisfaction were assessed by the European Organisation for Research and Treatment of Cancer Core Quality of Life Questionnaire (QLQ-C30), the head and neck cancer module (H&N35), and the validated Patient Satisfaction Questionnaire Short Form (PSQ-18) at the completion of treatment and compared between trial arms. A total of 100 patients were enrolled in this trial, and 93 patients were evaluable. All patients (100%) in the experimental arm answered ≥80% of the ePRO questions during treatment, reaching the predefined threshold for the feasibility of ePRO monitoring (P<.001 in the binomial test). No clinical or patient-specific factor was found to influence feasibility. Global health and most domains of the general quality of life were comparable between trial arms, but an increased HNC-specific symptom burden was reported by patients undergoing ePRO surveillance. ePRO monitoring resulted in improved patient satisfaction regarding interpersonal manners (P=.01), financial aspects (P=.01), and time spent with a doctor (P=.01). This trial demonstrated the feasibility of incorporating daily app-based ePRO surveillance for patients with HNC undergoing radiotherapy. Our data, for the first time, demonstrate that telemonitoring in this setting led to increased reporting of HNC-specific symptom burden and significantly improved several domains of patient satisfaction. Further analyses are needed to assess whether our findings hold true outside the context of a clinical trial. German Clinical Trials Register DRKS00020491; https://drks.de/search/en/trial/DRKS00020491.

Evaluation of Outpatient Access to the Greek Health System Considering the Constraints of the COVID-19 Pandemic.

Background The COVID-19 pandemic fundamentally changed the way healthcare is delivered in most healthcare systems around the world. It is now known that, in addition to the medical and economic impact of the pandemic on societies, there is another unmet medical need due to the difficulties and barriers that have existed and may still exist in the provision of health services at the primary care level in public hospitals. In Greece, there appears to have been a similar problem in citizens' access to health care in the country's public hospitals, which negatively affected the satisfaction of outpatients and significantly prevented them from receiving the medical care they needed. Methods This study relied on two international questionnaires; the Visit Specific Satisfaction(VSQ-9), an instrument measuring patients' satisfaction with their visit to the physician, and the Patient Satisfaction Questionnaire Short-Form(PSQ-18), consisting of 18 questions measuring both satisfaction and dissatisfaction. The questionnaires were collected electronically between 01.03.22 and 20.03.22 from two hundred and three outpatient residents of the region of Eastern Macedonia and Thrace in Greece. Results The results of the study show that satisfaction of hospital outpatient department users is positively influenced by both access to medical care after the last visit (p=0.008 < 0.05) and frequency of visits (Pearson correlation coefficient=0.178, p=0.012). In addition, lower satisfaction with access to care was found among participants with the lowest income (p=0.010) and those with a chronic illness (p=0.002), which was attributed to pandemic limitations in access to health care services in public hospital outpatient departments. Regarding the overall satisfaction of participants, 40.9% were dissatisfied, and 32.5% were dissatisfied with specific hospital services. Conclusions It was found that patients were hindered from accessing medical care in the hospital due to the restrictions caused by the pandemic. This seemed to cause problems both in accessing a specialist and in making appointments. Half of the outpatients in the samplereported having difficulty communicating with the hospital to make an appointment or to access medical services in general. A relationship was also found between patient satisfaction and the quality of services provided, in terms of medical services offered, such as their availability, and patient satisfaction with the appropriate information they receive from physicians during the pandemic period. The study also found that long-term care hospitals need to improve patient satisfaction with existing medical services.

Patient Satisfaction towards Dental Services in the Faculty of Dentistry, Universiti Teknologi MARA (UiTM), Malaysia

Objectives: This study aimed to determine patients’ satisfaction in the quality of dental care provided by the Faculty of Dentistry, UiTM and to identify specific aspects in the service for improvement. Methods: A cross-sectional study was conducted between June and December 2018 in the faculty’s clinics using a validated bilingual Short-Form Patient Satisfaction Questionnaire (PSQ-18) scale. Results: A total of 384 subjects comprised of 57.9% females and 41.8% males were recruited for this study. 92.2% of the respondent were Malay. Most of the subjects had at least two visits (43.4%) in the past. There were seven subscales studied based on the questionnaires: General Satisfaction; Technical Quality; Interpersonal Manner; Communication; Financial Aspects; Time Spent with Doctor; Accessibility and Convenience. There were 51% of the respondents who were very satisfied with the service provided in general. More specifically, 60.8% and 55.8% of respondents were very satisfied with the technical quality and interpersonal manner of the clinician, respectively. Other subscales of the questionnaires were on the communication between clinicians and patients whereby 56.6% were very satisfied. Remarkably, only 50.8% of respondents were satisfied with the financial aspects, even though the majority of patients were paying at no cost when treated by students. In terms of time spent with doctor and accessibility to the clinician, 54.0% and 55.5% of respondents were satisfied, respectively. Conclusion: Generally, patients were satisfied with the dental services provided in the Faculty of Dentistry Universiti Teknologi MARA (UiTM). However, some aspects of service can be further improved.

A randomized controlled trial of patient recall after detailed written consent versus standard verbal consent in adults with routine orthopaedic trauma.

Patient decision aids have previously demonstrated an improvement in the quality of the informed consent process. This study assessed the effectiveness of detailed written patient information, compared to standard verbal consent, in improving postoperative recall in adult orthopaedic trauma patients. This randomized controlled feasibility trial was conducted at two teaching hospitals within the South Eastern Sydney Local Health District. Adult patients (age ≥ 18 years) pending orthopaedic trauma surgery between March 2021 and September 2021 were recruited and randomized to detailed or standard methods of informed consent using a random sequence concealed in sealed, opaque envelopes. The detailed group received procedure-specific written information in addition to the standard verbal consent. The primary outcome was total recall, using a seven-point interview-administered recall questionnaire at 72 hours postoperatively. Points were awarded if the participant correctly recalled details of potential complications (maximum three points), implants used (maximum three points), and postoperative instructions (maximum one point). Secondary outcomes included the anxiety subscale of the Hospital and Anxiety Depression Scale (HADS-A) and visual analogue scale (VAS) for pain collected at 24 hours preoperatively and 72 hours postoperatively. Additionally, the Patient Satisfaction Questionnaire Short Form (PSQ-18) measured satisfaction at 72 hours postoperatively. A total of 60 patients were randomized, 32 to the standard group and 28 to the detailed group. Patients in the detailed group had significantly higher total recall score compared to the standard group (mean difference 1.29 points (95% confidence interval (CI) 0.51 to 2.08); p = 0.002). There were no differences in HADS-A (mean difference 0.39 (95% CI -2.11 to 2.88); p = 0.757), VAS pain (mean difference 5.71 (95% CI -22.25 to 11.11); p = 0.499), or PSQ-18 (mean difference 0.499; 95% CI -1.6 to 3.42; p = 0.392). Detailed written tools are useful in improving postoperative recall in adult orthopaedic trauma patients.

Correlation between patient satisfaction and experience in primary care facilities: A cross-sectional study in China

In China, promote the utilization of primary care is a significant way to relieve the shortage of medical resources, and to enhance the overall health-seeking efficiency. Patients' satisfaction with services provided in primary care facilities highly decided whether they choose them again. To identify the key patient experience domains driving overall satisfaction with primary care from patients’ perspectives, we conducted a cross-sectional questionnaire survey for data collection, using a convenience sampling from July to August, 2021. The primary independent variable was scores measured by Chinese Primary Care Assessment Tool (PCAT-C) to quantify patient experience at primary healthcare clinics (PHCs). And the Patient Satisfaction Questionnaire Short Form (PSQ-18) was adopted to measure patient satisfaction, the dependent variable, to show patients attitude towards service in PHCs. Covariates were main socio-demographic factors. Multi-variable linear regression analysis was employed to evaluate the correlation between patients’ experience and their satisfaction. Finally, a total of 1989 qualified questionnaires were reserved. The continuity dimension showed the strongest relationship with overall satisfaction (coef. 0.014 [95% CI 0.012 to 0.016], P=0.000), followed by the Coordination and Community orientation dimension. The Comprehensiveness and Family-centered dimension also made a statistically significant difference. Besides, age, region, working status, and annual family income all played a role in influencing patient satisfaction. In Conclusion, In China, satisfaction with primary healthcare may be improved by upgrading patient experience. Build up longitudinal relationship and enhance service quality of primary care to strengthen the service continuity may be the most effective way to promote patient experience. Moreover, positive correlation between patient overall satisfaction and primary care coordination, comprehensive, family centered, as well as community orientation indicate continuous efforts on these aspects to achieve a higher level of satisfaction, and further to promote the utilization of primary care.

Does customised care improve satisfaction and positively enable parents in sustained home visiting for mothers and children experiencing adversity?

BackgroundThe Maternal Early Childhood Sustained Home-visiting program (MECSH) is a structured nurse-delivered program designed to address health inequities experienced by families experiencing significant adversity. There is strong evidence for the effectiveness of this program, but limited research exploring the practice and process elements that are core to positive parent outcomes. This study aimed to examine the relationship between customised care related to the mother’s risk factors and parent satisfaction and enablement in the delivery of a MECSH-based program.MethodsA cross-sectional study design was used. Program delivery data collected as part of a large randomised controlled trial of a MECSH-based sustained nurse home visiting program in Australia (right@home) were analysed. This study used the data collected from the intervention arm in the trial (n = 352 women). Parent satisfaction was measured at child age 24 months using the modified short-form Patient Satisfaction Questionnaire. Parent enablement was measured at child age 24 months by a modified Parent Enablement Index. Customised care was defined as appropriate provision of care content in response to four maternal risks: smoking, mental health, domestic violence and alcohol and drugs. Logistic analysis was performed to assess the impact of customised care on parent satisfaction and enablement while adjusting for covariates such as sociodemographic factors. A significance level of 95% was applied for analysis.ResultsOur results indicated high levels of satisfaction with the care provided and positive enablement. There were several sociodemographic factors associated with satisfaction and enablement, such as language spoken at home and employment experience. The mothers who received customised care in response to mental health risk and domestic violence had significantly greater satisfaction with the care provided and experienced an increase in enablement compared to those who did not receive such care.ConclusionThis study contributes to the existing body of empirical research that examines the relationship between care processes and client outcomes in the delivery of home visiting services. It is essential for the sustained nurse home visiting service model to be flexible enough to cater for variations according to family circumstances and needs while maintaining a core of evidence-based practice.

Factors Associated with patient satisfaction towards a prison detention Clinic Care among male drug-using inmates

This study assessed patient satisfaction and its associated factors among male drug-using inmates utilizing a prison detention clinic in Taiwan. A cross-sectional design and structured questionnaire were employed to recruit 580 drug-using inmates into the study. The Patient Satisfaction Questionnaire Short Form (PSQ-18), developed by the RAND Corporation, was used as the basis for the short scale of patient satisfaction, and the research data were analyzed using the SPSS for Windows 20.0 statistical software package. The results showed that the research subjects had low patient satisfaction in all the factors assessed compared with the scale’s general norms. Among the original seven satisfaction subscales in this study, the highest score was for the financial aspects, and the lowest was for the amount of time spent with doctors. This study also investigated satisfaction with medical lab exams and the pharmacy at the prison’s clinic, and the satisfaction scores were higher than the original seven subscales. In multiple logistic regression analyses, the final model indicated that the inmates undergoing observed rehabilitation (OR = 13.837, 95% CI = 2.736–69.983) were more likely satisfied with prison detention clinic c than those serving prison sentences. Those inmates with custodial deposits (high vs. low; OR = 1.813, 95% CI = 1.038–3.168), and meet their physical health needs (met vs. unmet; OR = 4.872, 95% CI = 2.054–11.560) had significant correlated with detention clinic care satisfactory level. Although there is only one study setting cannot give a generalizability for people who are incarcerated in Taiwan, this study highlights that the prison authorities should scrutinize factors associated with detention clinic care satisfaction, such as the type of inmate, economic status in the prison, self-reported health status, and their physical health needs, to increase the level of patient satisfaction.

Preliminary Study on the Effect of Whole-Process Case Management Based on Service Process Design on the Function and Satisfaction of Patients Undergoing Total Knee Arthroplasty

To investigate the effect of whole-process case management based on service process design on patients undergoing total knee arthroplasty (TKA) in areas including pain, function, satisfaction, and complications. A total of 204 patients who underwent unilateral TKA between April 2021 and March 2022 at the Department of Orthopedics, West China Hospital, Sichuan University were enrolled. By using a random number table, the patients were randomly assigned to two groups, 102 in the general case management group (group G) and 102 in the whole-process case management group (group W). Patients in group G received traditional perioperative case management, while those in the whole-process case management group received integrated case management optimized on the basis of the service process design. The two groups of patients were studied through comparison of their general data, Visual Analogue Scale (VAS) pain score, knee flexion and range of motion, Hospital for Special Surgery (HSS) knee score, the 18-item Patient Satisfaction Questionnaire Short Form (PSQ-18), ability to climb stairs, and complications at 3 days and 3, 8, and 12 weeks after TKA. There was no significant difference between the two groups in patient general information or baseline data collected at the time of enrollment ( P>0.05). There was no significant difference in HSS score, joint range of motion, and VAS pain score between the two groups before the surgery and 3 days after the surgery ( P>0.05). However, the HSS score, joint range of motion, and VAS pain scores of group W were significantly superior to those of group G at 3, 8 and 12 weeks after the surgery (all P<0.05). In addition, group W demonstrated significantly better ability to climb up and down stairs than that of group G at 12 weeks after the surgery ( P< 0.001). In terms of satisfaction, patients in group W were significantly more satisfied than those in group G at 3 days, and 3, 8, and 12 weeks after the surgery ( P<0.001). Whole-process case management based on service process design has a positive effect of relieving pain, increasing range of motion, improving function, increasing satisfaction, and reducing complications in patients undergoing TKA.

Assessment of satisfaction level among patients toward services provided by dental clinics: A cross-sectional study

Background: Although, patient satisfaction is an important factor of the quality of health care, few studies have been conducted in Saudi Arabia to assess the satisfaction of patients toward health care services in dental clinics. Thus, in this study we aim to assess patient satisfaction with healthcare services in the dental clinics in Saudi Arabia using The Patient Satisfaction Questionnaire Short-Form (PSQ-18). Methodology: This is a cross-sectional study that was conducted among patients who were admitted to dental clinics in order to assess the satisfaction level toward health services using The Patient Satisfaction Questionnaire (PSQ-18) that was distributed among the participants using online Google sheets. Results: In this study, we were able to collect data from 300 patients who went to private and governmental dental clinics and who agreed to participate in this study. Among the participants, 37.3 % were younger than 30 years old and 71.0 % of the participants were females and 96.3 % of the participants were Saudi Arabian. In general, 54.3 % of the participants were satisfied with the health service provided by the dental clinics. The results of the study showed that age was a significant factor affecting the satisfaction level of the participants (P=0.001) while there is no significant difference between genders considering satisfaction (55.42 vs 54.35). Furthermore, higher education of the participants was associated with higher level of satisfaction (P=0.002) where housewives reported the lowest level of satisfaction and students had the highest level of satisfaction (P=0.005). There is no significant difference in satisfaction between participants depending on type of clinics (P=0.963), type of the visit (P=0.841), waiting time (P=0.45), distance of the dentist (P=0.082) or location (P=0.124). Conclusion: This study showed slightly more than half of the patients of dental clinics were satisfied with health services provided by the clinics especially considering technical aspects. Older patients, non-Saudi patients, less educated patients, and those with lower income showed lower level of satisfaction. Keywords: satisfaction, dental clinics, Saudi Arabia

Assessment of satisfaction level among patients toward services provided by dental clinics: A cross-sectional study

Background: Although, patient satisfaction is an important factor of the quality of health care, few studies have been conducted in Saudi Arabia to assess the satisfaction of patients toward health care services in dental clinics. Thus, in this study we aim to assess patient satisfaction with healthcare services in the dental clinics in Saudi Arabia using The Patient Satisfaction Questionnaire Short-Form (PSQ-18). Methodology: This is a cross-sectional study that was conducted among patients who were admitted to dental clinics in order to assess the satisfaction level toward health services using The Patient Satisfaction Questionnaire (PSQ-18) that was distributed among the participants using online Google sheets. Results: In this study, we were able to collect data from 300 patients who went to private and governmental dental clinics and who agreed to participate in this study. Among the participants, 37.3 % were younger than 30 years old and 71.0 % of the participants were females and 96.3 % of the participants were Saudi Arabian. In general, 54.3 % of the participants were satisfied with the health service provided by the dental clinics. The results of the study showed that age was a significant factor affecting the satisfaction level of the participants (P=0.001) while there is no significant difference between genders considering satisfaction (55.42 vs 54.35). Furthermore, higher education of the participants was associated with higher level of satisfaction (P=0.002) where housewives reported the lowest level of satisfaction and students had the highest level of satisfaction (P=0.005). There is no significant difference in satisfaction between participants depending on type of clinics (P=0.963), type of the visit (P=0.841), waiting time (P=0.45), distance of the dentist (P=0.082) or location (P=0.124). Conclusion: This study showed slightly more than half of the patients of dental clinics were satisfied with health services provided by the clinics especially considering technical aspects. Older patients, non-Saudi patients, less educated patients, and those with lower income showed lower level of satisfaction. Keywords: satisfaction, dental clinics, Saudi Arabia

326 Is Patient Satisfaction Affected by Replacing Face-to-Face Appointments with Telephone Assessments for Balance Complaints?

Abstract Aim It was found that 91% of surgeons conducted virtual consultations during COVID-19 pandemic. In March 2020, ENT UK recommended that telephone review should be the first approach for all outpatients who do not need urgent treatment. Dizziness diagnoses may be made primarily from the medical history, making telephone clinics suitable. This study aims are to determine the level of patient satisfaction with telephone consultations for balance complaints. Method The electronic patient records of ENT patients were reviewed retrospectively to identify all adult patients with first presentation of dizziness between October 2020 and May 2021.Patients were contacted by telephone and completed the short form patient satisfaction questionnaire (PQS-18). The statistical software SPSS was used for analysis. Results 26 out of 37 patients contacted were reached successfully giving a response rate of 70%. There were 12 patients in the telephone consultation group and 14 patients in the face-to-face group. Average general satisfaction and satisfaction with technical quality were lower in the telephone consultation group (p-values of 0.012 and 0.007 respectively). Total average score was also lower in telephone consultation group with p-value of 0.028. 91% of patients who had initial assessment by telephone needed a follow up face to face consultation as opposed to only 14% in the face-to-face group. Conclusion Patients were less satisfied with primary assessment of balance complaints by telephone. Most of these patients required face-to-face follow up consultations.

Steel magnolias - shared telehealth for multidisciplinary gynecologic cancer survivorship: an innovative model for addressing geographic barriers to guideline adherent survivorship for rural patients (136)

Objectives: Geographic disparities are linked to suboptimal cancer care. We aimed to describe our experience with our Shared TElEheaLth for MultidisciplinAry GyNecOLogIc cAncer Survivorship (SM) program with regards to financial toxicity, patient satisfaction, and travel burden. We also performed initial comparisons to rural patients who traveled to our clinic. Methods: After IRB approval, women in remission and on surveillance from gynecologic cancer living in a rural region with no practicing gynecologic oncologist were approached for enrollment after a clinic visit. After consent, the Patient Satisfaction Questionnaire Short Form 18 (PSQ-18) and the Comprehensive Score for Financial Toxicity- Functional Assessment of Chronic Illness Therapy (COST FACIT) questionnaires were administered. Women in the SM program were seen in person by a gynecologist close to home with a concomitant hospital-supplied tablet-based virtual visit by a gynecologic oncologist to address cancer-related survivorship issues. Others surveyed traveled (T) for surveillance to visit our gynecologic oncologists in person. Fisher’s exact tests were used for categorical comparisons and Wilcoxon Rank-Sum tests for continuous comparisons. Conclusions: We describe our initial experience with an innovative hybrid-virtual surveillance visit concept. Collaboration with the patients’ local gynecologists allowed for an in-person gynecology visit with an in tandem tablet-based gynecologic oncology session during the same visit. In this diverse, rural patient population, we demonstrated that this novel survivorship care delivery model resulted in fewer miles and shorter time traveled for patients. Financial toxicity was high overall. There were no early signals that financial toxicity or patient satisfaction was compromised. A considerable portion of the women we served reported a lack of access to amenities necessary for travel or self-guided telemedicine visits. We were able to overcome many of these transportation and technology barriers with the STEEL MAGNOLIAS program, ensuring more equitable delivery of gynecologic oncology care in the survivorship period. Objectives: Geographic disparities are linked to suboptimal cancer care. We aimed to describe our experience with our Shared TElEheaLth for MultidisciplinAry GyNecOLogIc cAncer Survivorship (SM) program with regards to financial toxicity, patient satisfaction, and travel burden. We also performed initial comparisons to rural patients who traveled to our clinic. Methods: After IRB approval, women in remission and on surveillance from gynecologic cancer living in a rural region with no practicing gynecologic oncologist were approached for enrollment after a clinic visit. After consent, the Patient Satisfaction Questionnaire Short Form 18 (PSQ-18) and the Comprehensive Score for Financial Toxicity- Functional Assessment of Chronic Illness Therapy (COST FACIT) questionnaires were administered. Women in the SM program were seen in person by a gynecologist close to home with a concomitant hospital-supplied tablet-based virtual visit by a gynecologic oncologist to address cancer-related survivorship issues. Others surveyed traveled (T) for surveillance to visit our gynecologic oncologists in person. Fisher’s exact tests were used for categorical comparisons and Wilcoxon Rank-Sum tests for continuous comparisons. Conclusions: We describe our initial experience with an innovative hybrid-virtual surveillance visit concept. Collaboration with the patients’ local gynecologists allowed for an in-person gynecology visit with an in tandem tablet-based gynecologic oncology session during the same visit. In this diverse, rural patient population, we demonstrated that this novel survivorship care delivery model resulted in fewer miles and shorter time traveled for patients. Financial toxicity was high overall. There were no early signals that financial toxicity or patient satisfaction was compromised. A considerable portion of the women we served reported a lack of access to amenities necessary for travel or self-guided telemedicine visits. We were able to overcome many of these transportation and technology barriers with the STEEL MAGNOLIAS program, ensuring more equitable delivery of gynecologic oncology care in the survivorship period.

The role of electronic medical records in improving health care quality: A quasi-experimental study.

The Teleprimary Care—Oral Health Clinical Information System (TPC-OHCIS) is an updated electronic medical record (EMR) that has been applied in Malaysian primary healthcare. Recognizing the level of patient satisfaction following EMR implementation is crucial for assessing the performance of health care services. Hence, the main objective of this study was to compare the level of patient satisfaction between EMR-based clinics and paper-based clinics.The study was a quasi-experimental design that used a control group and was conducted among patients in 14 public primary healthcare facilities in the Seremban district of Malaysia from May 10, to June 30, 2021. Patient satisfaction was assessed using the validated Short-Form Patient Satisfaction Questionnaire, which consisted of 7 subscales. All data were analyzed using the IBM Statistical Package for Social Sciences version 21.A total of 321 patients consented to participate in this study, and 48.9% of them were from EMR clinics. The mean score for the communication subscale was the highest at 4.08 and 3.96 at EMR-adopted clinics and paper-based record clinics. There were significant differences in general satisfaction and communication subscales, with higher patient satisfaction found in clinics using EMR.With the utilization of EMR, patient satisfaction and communication in delivering healthcare services have improved.

Customer Relationship Management in Selected Public and Private Tertiary Hospitals of Dhaka City

Introduction: Customer relationship management (CRM) is a strategy that helps organizations to build long-term relationship with customer and increase profit through a proper management system. Objective: To understand the present state of CRM in tertiary level public and private hospitals in Dhaka City, by identifying customers’ profile, customers’ expectation, and by assessing customers’ satisfaction. Material and Methods: This cross sectional descriptive study was conducted in two tertiary level hospitals of Dhaka city, from July 2018 to June 2019 among 220 samples from each hospital, by convenience sampling. Data were collected by interview using semi structured questionnaire and reviewing of check list. Results: Among service receivers, high monthly income (&gt;30000 Taka) prefer Uttara Adhunic Medical College Hospital (UAMCH) (23%) than Dhaka Medical College hospital (DMCH) (5%). Doctors explained health condition to patient or relatives in 64% cases in DMCH and 82% cases in UAMCH. Nurses attention for privacy and courtesy towards patient was 75% and 31% in DMCH which was 86.4% and 50% in UAMCH. About 59% and 20% service receivers from public and private hospital respectively were of the view that pharmacy staffs did not explained properly about safe methods of taking drugs. The overall patient satisfaction was found 63.7% and 69.4% in DMCH &amp; UAMCH by using The Patient Satisfaction Questionnaire Short Form (PSQ- 18 scale). Conclusion: All these findings suggest that people are satisfied more with service quality of private hospitals than the public hospitals. Private hospitals trying to fulfill the requirements of the patients according to their service quality demand, in contrast, public hospitals are fighting hard to fulfill patients demand with limited resources. JAFMC Bangladesh. Vol 17, No 2 (December) 2021: 61-64

Association of antibiotics with veteran visit satisfaction and antibiotic expectations for upper respiratory tract infections.

Veterans' Affairs (VA) healthcare providers perceive that Veterans expect and base visit satisfaction on receiving antibiotics for upper respiratory tract infections (URIs). No studies have tested this hypothesis. We sought to determine whether receiving and/or expecting antibiotics were associated with Veteran satisfaction with URI visits. This cross-sectional study included Veterans evaluated for URI January 2018-December 2019 in an 18-clinic ambulatory VA primary-care system. We evaluated Veteran satisfaction via the Patient Satisfaction Questionnaire Short Form (RAND Corporation), an 18-item 5-point Likert scale survey. Additional items assessed Veteran antibiotic expectations. Antibiotic receipt was determined via medical record review. We used multivariable regression to evaluate whether antibiotic receipt and/or Veteran antibiotic expectations were associated with satisfaction. Subgroup analyses focused on Veterans who accurately remembered antibiotic prescribing during their URI visit. Of 1,329 eligible Veterans, 432 (33%) participated. Antibiotic receipt was not associated with differences in mean total satisfaction (adjusted score difference, 0.6 points; 95% confidence interval [CI], -2.1 to 3.3). However, mean total satisfaction was lower for Veterans expecting an antibiotic (adjusted score difference -4.4 points; 95% CI -7.2 to -1.6). Among Veterans who accurately remembered the visit and did not receive an antibiotic, those who expected an antibiotic had lower mean satisfaction scores than those who did not (unadjusted score difference, -16.6 points; 95% CI, -24.6 to -8.6). Veteran expectations for antibiotics, not antibiotic receipt, are associated with changes in satisfaction with outpatient URI visits. Future research should further explore patient expectations and development of patient-centered and provider-focused interventions to change patient antibiotic expectations.