Pope C R, Russell A A
Kaiser Permanente Center for Health Research, Portland, OR 97227, USA.
HMO Pract. 1997 Jun;11(2):74-9.
To explore the implications of alternative survey approaches for measuring patient satisfaction among members of an HMO.
Comparisons of findings on patient satisfaction from two different mail surveys conducted in 1994 of HMO members: a post-visit survey and a general membership survey.
Kaiser Permanente, Northwest Region (KPNW).
Two random samples of KPNW members: 7680 members surveyed shortly after an HMO office visit; 2142 members from the general KPNW membership roster.
Patient or member ratings of satisfaction with various aspects of services received from physicians, other clinicians, and non-clinician staff, as well as the overall level of satisfaction with the care and service provided by KPNW.
Satisfaction is greater for all aspects of care when patients are reporting on specific visits than when members are generalizing about the care they receive from KPNW. But the pattern of satisfaction is highly consistent across the two surveys. Among the sociodemographic characteristics of patients and members, age is the best predictor of satisfaction.
Both surveys have value for managing, monitoring, and evaluating HMOs. The member survey probably reflects something of the reputation of the HMO while the patient survey mirrors more its current functional status. The member survey is probably more useful for managing and monitoring the health care system (which in turn will create its future reputation), but the visit survey provides valuable information for those purchasers and individuals making choices among contemporary health care options.
探讨采用不同调查方法对健康维护组织（HMO）成员的患者满意度进行测量所产生的影响。
对1994年针对HMO成员进行的两项不同邮寄调查（就诊后调查和普通会员调查）的患者满意度调查结果进行比较。
西北地区凯撒医疗集团（KPNW）。
KPNW成员的两个随机样本：7680名成员在HMO办公室就诊后不久接受调查；2142名成员来自KPNW的普通会员名册。
患者或会员对从医生、其他临床医生和非临床工作人员处获得的服务各方面的满意度评分，以及对KPNW提供的护理和服务的总体满意度水平。
当患者报告特定就诊情况时，对护理各方面的满意度高于会员对从KPNW获得的护理进行总体评价时的满意度。但两项调查的满意度模式高度一致。在患者和会员的社会人口统计学特征中，年龄是满意度的最佳预测指标。
两项调查对于管理、监测和评估HMO均有价值。会员调查可能反映了HMO的某种声誉，而患者调查则更多地反映了其当前的功能状态。会员调查可能对管理和监测医疗保健系统（这反过来又会塑造其未来声誉）更有用，但就诊调查为那些购买者和在当代医疗保健选项中进行选择的个人提供了有价值的信息。
