Tokunaga J, Imanaka Y, Nobutomo K
Department of Health Services Management and Policy, Graduate School of Medicine, Kyushu University, Japan.
Int J Qual Health Care. 2000 Oct;12(5):395-401. doi: 10.1093/intqhc/12.5.395.
The objective of this study was to detect whether there was any difference among the characteristics of patient satisfaction between two patient emphasis groups: patients demanding technical elements of hospital care and patients demanding interpersonal elements.
The sample for this study was drawn from in-patients discharged from 77 voluntarily participating hospitals throughout Japan. The relationship between overall satisfaction with hospital care and patient satisfaction, and the evaluation of a hospital's reputation, was explored by stepwise multiple regression analysis of 33 variables relevant to aspects of hospital care for each patient group.
In the interpersonal emphasis (IE) group, 'nurse's kindness and warmth' was associated significantly with overall satisfaction, while 'skill of nursing care' and 'nurse's explanation' were significant predictors of overall satisfaction in the technical emphasis (TE) group. On the other hand, 'doctor's clinical competence', 'recovery from distress and anxiety', and items pertaining to the hospital's reputation were significantly related to overall satisfaction in both emphasis groups.
For overall patient satisfaction, it is essential to satisfy specific items related to the aspect of hospital care emphasized by the patient. Specific significant predictors of overall satisfaction (e.g. 'doctor's clinical competence') were indispensable measures of professional performance in hospital care, irrespective of the patients' emphasis. A positive perception of hospital reputation items might increase overall patient satisfaction with Japanese hospitals.
本研究的目的是检测两个患者重点关注组之间患者满意度特征是否存在差异：关注医院护理技术要素的患者和关注人际要素的患者。
本研究的样本取自日本全国77家自愿参与的医院出院的住院患者。通过对每组患者与医院护理各方面相关的33个变量进行逐步多元回归分析，探讨了对医院护理的总体满意度与患者满意度之间的关系以及对医院声誉的评价。
在人际重点关注（IE）组中，“护士的亲切和热情”与总体满意度显著相关，而在技术重点关注（TE）组中，“护理技能”和“护士的解释”是总体满意度的重要预测因素。另一方面，“医生的临床能力”、“从痛苦和焦虑中恢复”以及与医院声誉相关的项目在两个重点关注组中均与总体满意度显著相关。
对于患者的总体满意度而言，满足与患者所强调的医院护理方面相关的特定项目至关重要。总体满意度的特定重要预测因素（如“医生的临床能力”）是医院护理专业表现不可或缺的衡量标准，无论患者的重点关注如何。对医院声誉项目的积极认知可能会提高患者对日本医院的总体满意度。
