Casarreal K M, Mills J I, Plant M A
Hosp Health Serv Adm. 1986 Mar-Apr;31(2):41-52.
Maintenance of uniform quality of service is a problem confronting administrators in multiple-hospital systems. Establishment of a monitoring system necessary for such maintenance requires reliable measures and acceptance of the measures by staff in all hospitals. One eight-hospital group, part of an HMO, successfully inaugurated such a program by actively involving hospital staffs in questionnaire modification, survey feedback, and action planning based on survey results. The "Patient Perception of Care" questionnaire was used as the core instrument. Reliabilities of scales containing ratings of service and attitudes of major staff groups were moderate to high, allowing cross-hospital comparisons. Administrators found results useful in problem diagnosis and management decisions.
维持统一的服务质量是多医院系统中的管理人员面临的一个问题。建立维持这种质量所需的监测系统需要可靠的措施，并且需要所有医院的工作人员接受这些措施。一个由八家医院组成的集团（属于一个健康维护组织）通过让医院工作人员积极参与问卷修改、调查反馈以及基于调查结果的行动计划制定，成功启动了这样一个项目。“患者对护理的看法”问卷被用作核心工具。包含主要工作人员群体服务评级和态度的量表的信度从中等到高，这使得跨医院比较成为可能。管理人员发现这些结果对问题诊断和管理决策很有用。
