Smith C, McCreadie M, Unsworth J, Wickings H I, Harrison A
CASPE Research, London.
Qual Health Care. 1995 Mar;4(1):31-6. doi: 10.1136/qshc.4.1.31.
To develop a patient satisfaction system for disablement services centres and to report on how the initial findings have been used in audit to improve their quality of care and services.
Interview survey of randomly selected users attending in three centres: Birmingham (centre X), Oxford (centre Y), and Cambridge (centre Z) to establish core topics for developing a patient satisfaction questionnaire with incorporation into a computer patient satisfaction system (PATSAT) to enable collation of responses to the questionnaire. A pilot of the questionnaire was undertaken in the centres to assess the sensitivity of the questionnaire, which was subsequently used as part of clinical audit process during June 1991 and April 1992 in centre X and the patient satisfaction system used to monitor changes in routine practice.
123 amputees in the development phase, selected by cluster sampling, and 1103 amputees in the pilot study.
Satisfaction scores for components of the service.
The questionnaire included 16 core topics contributing to quality of care and services, including comfort of limbs, appointments, interpersonal aspects of care, a system of support and counselling, and organisation. The pilot survey demonstrated high satisfaction scores for aspects of interpersonal care, organisation, and physical surroundings of the centres and lower satisfaction for counselling services, comfort of the limb and the number of alterations made before the limb was considered acceptable. During the audit in centre X these results prompted changes to care and services which produced significant improvements in satisfaction.
The early results suggest that the questionnaire, coupled with PATSAT software system, enable users' views to be expressed, collated, and fed back to staff; the information provided has already prompted change, and the system is sufficiently sensitive to measure changes in satisfaction with the service.
为残疾服务中心开发一套患者满意度系统，并报告初步调查结果如何用于审核，以提高其护理和服务质量。
对随机抽取的在三个中心就诊的用户进行访谈调查，这三个中心分别是伯明翰（X中心）、牛津（Y中心）和剑桥（Z中心），以确定开发患者满意度调查问卷的核心主题，并将其纳入计算机患者满意度系统（PATSAT），以便整理问卷回复。在各中心对问卷进行了预试验，以评估问卷的敏感性，随后该问卷在1991年6月至1992年4月期间作为X中心临床审核过程的一部分使用，患者满意度系统用于监测常规实践中的变化。
在开发阶段通过整群抽样选取了123名截肢患者，在预试验研究中有1103名截肢患者。
服务各组成部分的满意度得分。
问卷包括16个有助于护理和服务质量的核心主题，包括肢体舒适度、预约、护理的人际方面、支持和咨询系统以及组织。预试验调查显示，各中心在人际护理、组织和物理环境方面的满意度得分较高，而在咨询服务、肢体舒适度以及在肢体被认为可接受之前所做的调整次数方面的满意度较低。在X中心的审核过程中，这些结果促使护理和服务做出改变，从而使满意度有了显著提高。
早期结果表明，问卷与PATSAT软件系统相结合，能够表达、整理用户的意见并反馈给工作人员；所提供的信息已经促使了改变，并且该系统足够灵敏，能够衡量对服务满意度的变化。
