Wüthrich-Schneider E, Rageth J C
Spital Limmattal, Gynäkologie und Geburtshilfe, Schlieren.
Praxis (Bern 1994). 2000 Nov 23;89(47):1947-52.
In the present study a validated questionnaire was used to measure patient satisfaction in a clinic of gynecology in a regional hospital. The goal was to assess problems, to solve them, and to increase patient satisfaction. A 50-item questionnaire was applied to assess satisfaction scores of 60 gynecology patients in 1996, and of 185 patients in 1998/99. The overall degree of patient satisfaction amounted to 74.2 +/- 22.7% increasing two years later to 78.0 +/- 25.8%. This represents a significant improvement and can be considered as success to improve quality. A significant increase of the satisfaction scores was obtained in four domains: 1. Information about the planned intervention, 2. courtesy and willingness to explain the procedures of the anesthesiologists, 3. cleanliness and 4. comfort of room. The present study confirms that validated assessment of patient satisfaction allows to identify problems and to solve them with appropriate corrective measures. This results in an increase of patient satisfaction.
在本研究中，使用一份经验证有效的问卷来衡量一家地区医院妇科诊所的患者满意度。目的是评估问题、解决问题并提高患者满意度。1996年，应用一份包含50个条目的问卷来评估60名妇科患者的满意度得分，1998/1999年评估了185名患者。患者总体满意度为74.2±22.7%，两年后升至78.0±25.8%。这代表了显著的改善，可视为提高质量方面的成功。在四个方面满意度得分显著提高：1. 关于计划干预的信息；2. 麻醉医生的礼貌和解释操作程序的意愿；3. 清洁程度；4. 病房舒适度。本研究证实，经经验证有效的患者满意度评估能够识别问题，并通过适当的纠正措施加以解决。这会带来患者满意度的提高。
