Pascoe G C, Attkisson C C
Eval Program Plann. 1983;6(3-4):335-47. doi: 10.1016/0149-7189(83)90013-7.
Most patient satisfaction scales produce high, undifferentiated levels of reported satisfaction that fail to detect program areas that consumers do not like. Methodological problems apparently contribute to these results. An alternative procedure, the Evaluation Ranking Scale (ERS), was formulated and tested. A 2 X 3 design was employed with 246 public health center patients randomly assigned to one of two measurement techniques (ERS vs. a global measure) and one of three informational sets. A secondary group of subjects was a convenience sample of 26 staff members, which allowed comparisons of staff evaluations of the health center to patients' evaluations of the health center. Compared to the global measure, the ERS provided more specific information about particular program components, was more discriminating, and resulted in mean satisfaction scores that were significantly lower. This new approach may be a more effective technique for assessing the psychosocial effectiveness of human service programs.
大多数患者满意度量表得出的报告满意度水平很高且没有差异，无法发现消费者不喜欢的项目领域。方法学问题显然导致了这些结果。一种替代程序，即评估排名量表（ERS），被制定并进行了测试。采用2×3设计，将246名公共卫生中心患者随机分配到两种测量技术（ERS与整体测量）之一以及三种信息集之一。第二组受试者是26名工作人员的便利样本，这使得能够将工作人员对健康中心的评估与患者对健康中心的评估进行比较。与整体测量相比，ERS提供了关于特定项目组成部分的更具体信息，更具区分性，并且得出的平均满意度得分显著更低。这种新方法可能是评估人类服务项目心理社会效果的更有效技术。
