Roberts E, Leavey R, Allen D, Gibbs G
Manchester Health Authority.
Int J Health Care Qual Assur. 1994;7(3):27-32. doi: 10.1108/09526869410059727.
There is a growing consensus within the NHS of the importance of obtaining feedback from patients in order to improve the quality of health care; consequently, many patient satisfaction surveys are now undertaken. However, much research is based on provider-held assumptions about service quality. This study focuses on patient satisfaction with coronary bypass surgery, starting with the concerns expressed by patients and using these as a basis for evaluating different aspects of care. The paired comparison technique was employed to produce a ranked list of aspects of care that were perceived to be in greatest need of improvement. Some difficulties were encountered in administering the ranking technique to patients in a highly specialized health-care setting; however, results were obtained and validated for follow-up patients. The item of most concern to these patients was a lack of sensitivity about when patients felt ready for discharge.
英国国民医疗服务体系（NHS）内部越来越一致地认为，为了提高医疗保健质量，从患者那里获得反馈非常重要；因此，现在开展了许多患者满意度调查。然而，许多研究是基于医疗服务提供者对服务质量的假设。本研究聚焦于患者对冠状动脉搭桥手术的满意度，从患者表达的担忧入手，并将这些担忧作为评估护理不同方面的基础。采用配对比较技术得出了一份护理方面的排名清单，这些方面被认为最需要改进。在高度专业化的医疗环境中对患者实施排名技术时遇到了一些困难；不过，还是获得了结果，并对后续患者进行了验证。这些患者最关心的问题是，在患者感觉准备好出院时缺乏敏感度。
