Nelson C W, Niederberger J
Department of Health Policy and Management, Johns Hopkins University, Baltimore, MD 21205.
Hosp Health Serv Adm. 1990 Fall;35(3):409-27.
To identify deficiencies in the design and administration of patient satisfaction surveys and their actual use in institutional quality assurance programs we analyzed the survey instruments and practices of five teaching hospitals, three community hospitals, and two health maintenance organizations. There is a considerable gap between the content of many patient satisfaction surveys and what prior research has indicated to be important determinants of patient satisfaction. Often insufficient attention is directed to patient satisfaction with technical competence, outcomes, continuity, or patient expectations, and nonsystematic approaches and weak methodologies similarly limit the value of many patient surveys and inhibit their use in total quality improvement efforts.
为了确定患者满意度调查在设计、管理方面的不足及其在机构质量保证项目中的实际用途，我们分析了五家教学医院、三家社区医院和两家健康维护组织的调查工具及做法。许多患者满意度调查的内容与先前研究表明的患者满意度重要决定因素之间存在相当大的差距。对患者在技术能力、治疗结果、连续性或患者期望方面的满意度往往关注不足，非系统性的方法和薄弱的方法论同样限制了许多患者调查的价值，并阻碍了它们在全面质量改进工作中的应用。
