Henriksson P, Westlund A H, Jönsson B, Gustavsson A, Molin T
Department of Medicine, Södertälje Hospital, Sweden.
Qual Manag Health Care. 1997 Summer;5(4):76-84.
Service quality assessments are dominated by simple analysis of questionnaire data. Such methods generally lack validity and reliability. Moreover, they do not have a target side defining what actions patient satisfaction should lead to from a management point of view. The quality, satisfaction, performance method, a technique with high validity, was applied in an internal medicine setting. The method appears to offer a unique way to relate desired results of care to different processes and structures in the clinic as well as incentives to intervene to improve the quality of care.
服务质量评估主要依赖于对问卷数据的简单分析。这类方法通常缺乏有效性和可靠性。此外，从管理角度来看，它们没有一个目标方面来界定患者满意度应引发何种行动。质量、满意度、绩效方法是一种具有高有效性的技术，已应用于内科环境中。该方法似乎提供了一种独特的方式，将期望的护理结果与诊所中的不同流程和结构联系起来，以及提供干预以提高护理质量的激励措施。
