Seibert J
Parkside Associates, Inc., Park Ridge, IL, USA.
Radiol Manage. 1996 Nov-Dec;18(5):45-7.
Patient satisfaction may be the ultimate measure of quality but it is only part of the quality measurement and improvement equation. Customers may be good at telling you what needs fixing but they cannot be expected to tell you how to fix the problem. It is important to let patient satisfaction measures guide the focus of your process improvement efforts, but these efforts must include the appropriate process measurement tools. A customer-focused survey will be valid only if it emphasizes key quality characteristics (KQCs), as defined by patients. You'll need to develop a sampling plan that will produce useable data. The design of the questionnaire and the reliability of the survey tool are critical to using patient surveys for quality improvement (QI). Surveys that don't meet standard criteria have a greater potential for error. Another challenge is the report format and analysis that are used to understand the patient responses. Having an external benchmark is critical to accurate measurement in patient surveys. Comparative data can also help prioritize QI projects. In summary, a well designed patient survey system can identify key quality characteristics, determine which KQCs have the most impact, help prioritize QI efforts, and measure patients' satisfaction in a reliable manner.
患者满意度可能是质量的最终衡量标准，但它只是质量测量与改进等式的一部分。客户可能擅长告诉你需要解决的问题，但不能指望他们告诉你如何解决问题。让患者满意度测量结果引导你改进流程的重点很重要，但这些努力必须包括适当的流程测量工具。只有当以患者为中心的调查强调患者所定义的关键质量特性（KQC）时，该调查才是有效的。你需要制定一个能产生可用数据的抽样计划。问卷的设计和调查工具的可靠性对于利用患者调查进行质量改进（QI）至关重要。不符合标准的调查有更大的出错可能性。另一个挑战是用于理解患者反馈的报告格式和分析。拥有外部基准对于患者调查中的准确测量至关重要。比较数据也有助于确定质量改进项目的优先级。总之，一个设计良好的患者调查系统可以识别关键质量特性，确定哪些关键质量特性影响最大，帮助确定质量改进工作的优先级，并以可靠的方式测量患者的满意度。
