Labarère J, François P, Bertrand D, Peyrin J C, Robert C, Fourny M
Unité d'Evaluation, CHU de Grenoble, Université J Fourrier, France.
Clin Perform Qual Health Care. 1999 Apr-Jun;7(2):63-9.
Following 1996 legislation requiring French hospitals to assess patient satisfaction, this study developed and validated a brief French-language multidimensional questionnaire designed to measure outpatient satisfaction with hospital visits and compared data quality for two patient-satisfaction survey methods.
Authors developed a 19-item questionnaire following a strict procedure (identification of dimensions to explore, formulation, and selection of items).
Validation data were obtained from patients of six outpatient clinics in a teaching hospital.
586 consenting eligible patients were randomized to receive the questionnaire 2 weeks after their visit with one of two survey methods: a mailed self-administered questionnaire or a telephone interview.
The response rate (79%) was not significantly different between the two survey methods. The risk of having one or more missing values was higher in the mail survey group (odds ratio, 1.65; 95% confidence interval, 1.03-2.63), but mail respondents were less likely to use the "extremely positive" response category. Principal component analysis identified four factors that accounted for 56% of the variance: interpersonal skills and information transfer, physical surroundings, convenience, and appointment delay. Patients' comments on open-ended questions validated the semantic content of the factorial construct. The internal consistency coefficient was greater than 0.70 for three of four subscales. Patient background characteristics accounted for less than 10% of the factorial score variance. Patient satisfaction was correlated with age, type of visit, and, to a lesser extent, gender and education level.
This easily administered, multidimensional out-patient-satisfaction questionnaire provided encouraging preliminary psychometric characteristics.
1996年立法要求法国医院评估患者满意度，本研究开发并验证了一份简短的法语多维问卷，旨在测量门诊患者对医院就诊的满意度，并比较两种患者满意度调查方法的数据质量。
作者遵循严格程序（确定要探索的维度、制定和选择项目）编制了一份包含19个条目的问卷。
验证数据来自一家教学医院六个门诊科室的患者。
586名同意参与的合格患者被随机分配，在就诊两周后通过以下两种调查方法之一接收问卷：邮寄自填问卷或电话访谈。
两种调查方法的回复率（79%）无显著差异。邮寄调查组出现一个或多个缺失值的风险更高（优势比，1.65；95%置信区间，1.03 - 2.63），但邮寄问卷的受访者使用“极其积极”回答类别的可能性较小。主成分分析确定了四个因素，它们解释了56%的方差：人际沟通技巧和信息传递、物理环境、便利性和预约延迟。患者对开放式问题的评论验证了因子结构的语义内容。四个子量表中有三个的内部一致性系数大于0.70。患者背景特征对方差得分的贡献率不到10%。患者满意度与年龄、就诊类型以及在较小程度上与性别和教育水平相关。
这份易于管理的多维门诊患者满意度问卷提供了令人鼓舞的初步心理测量学特征。
