Baker R
Eli Lilly National Clinical Audit Centre, University of Leicester.
Qual Health Care. 1997 Dec;6(4):201-4. doi: 10.1136/qshc.6.4.201.
A major problem in the measurement of patient satisfaction is the lack of an adequate theory to explain the meaning of satisfaction, and hence how it should be measured and how the findings are interpreted. Because of the lack of a fully developed theory, when developing patient satisfaction questionnaires for use in general practice, a simple model was used. This model was pragmatic in that it linked together empirical evidence about patient satisfaction without recourse to more general social or psychological theory of behaviour, other than to define satisfaction as an attitude. Several studies with the questionnaires confirm in general the components of the model. However, the importance of personal care had not been sufficiently emphasised, and therefore the model has been revised. It can now serve as a basis for future research into patient satisfaction, in particular as a stimulus for investigating the links between components of the model and underlying psychological or other behavioural theories.
患者满意度测量中的一个主要问题是缺乏一个适当的理论来解释满意度的含义，进而无法说明应如何进行测量以及如何解读测量结果。由于缺乏一个充分发展的理论，在为全科医疗开发患者满意度调查问卷时，采用了一个简单的模型。该模型较为务实，它将有关患者满意度的实证证据联系在一起，除了将满意度定义为一种态度之外，并未诉诸更一般的社会或心理行为理论。对这些问卷进行的多项研究总体上证实了该模型的组成部分。然而，个性化护理的重要性尚未得到充分强调，因此该模型已被修订。现在它可以作为未来患者满意度研究的基础，特别是作为研究该模型各组成部分与潜在心理或其他行为理论之间联系的一个推动因素。
