Sower V, Duffy J, Kilbourne W, Kohers G, Jones P
Department of Management & Marketing, Sam Houston State University, Huntsville, Texas, USA.
Health Care Manage Rev. 2001 Spring;26(2):47-59. doi: 10.1097/00004010-200104000-00005.
Using a combination of qualitative and quantitative research methodologies, this study identifies the dimensions of hospital service quality, operationalizes the dimensions, and develops an instrument to measure patient satisfaction. This instrument, the Key Quality Characteristics Assessment for Hospitals (KQCAH) scale, was developed using input from 12 hospital administrators, over 100 hospital employees, and 23 recent patients and family members.
本研究采用定性和定量研究方法相结合的方式，确定医院服务质量的维度，将这些维度进行操作化处理，并开发一种测量患者满意度的工具。该工具即医院关键质量特征评估（KQCAH）量表，是在12位医院管理人员、100多名医院员工以及23位近期就诊的患者及其家属的意见基础上开发出来的。
