Monnin Dominique, Perneger Thomas V
Physiotherapy Department, Geneva University Hospitals, Geneva, Switzerland.
Phys Ther. 2002 Jul;82(7):682-91.
Patient satisfaction can be one indicator of quality of care. In this study, a patient satisfaction questionnaire for physical therapy was developed.
The subjects were a consecutive sample of 1,024 patients who received physical therapy between January and March 1999 at a teaching hospital in Geneva, Switzerland.
A cross-sectional mail survey was conducted in which a structured questionnaire measuring patient satisfaction with various aspects of physical therapy followed by open-ended questions was sent to the subjects.
Overall, 528 of 1,024 patients (52%) responded (patient demographics for 501 respondents who provided demographic data: mean years of age=58.6, SD=18.9, range=15-95; 258 men, 243 women). Factor analysis was used to identify main domains of satisfaction, and a scale was constructed to measure satisfaction with each dimension: treatment subscale (5 items), admission subscale (3 items), logistics subscale (4 items), and a global assessment subscale (2 items). All subscales had good acceptability and small floor and ceiling effects. Internal consistency coefficients varied between.77 and.90, indicating good reliability for all subscales. Scale validity was supported by a logical grouping of items into subscales, according to their content, and by correlations of satisfaction scores with the patient's intention to recommend the facility and with the number of positive and negative comments to open-ended questions. Younger patients were less satisfied than older patients for 2 of the subscales (admission and logistics).
The 14-item instrument is a promising tool for the evaluation of patient satisfaction with physical therapy in both inpatients and outpatients.
患者满意度可作为医疗质量的一项指标。在本研究中，我们编制了一份物理治疗患者满意度调查问卷。
研究对象为1999年1月至3月期间在瑞士日内瓦一家教学医院接受物理治疗的1024例患者的连续样本。
采用横断面邮寄调查，向研究对象发送一份结构化问卷，该问卷先测量患者对物理治疗各方面的满意度，随后是开放式问题。
总体而言，1024例患者中有528例（52%）回复（501例提供人口统计学数据的回复者的患者人口统计学信息：平均年龄=58.6岁，标准差=18.9，范围=15 - 95岁；男性258例，女性243例）。采用因子分析确定满意度的主要领域，并构建一个量表来测量各维度的满意度：治疗子量表（5项）、入院子量表（3项）、后勤子量表（4项）和总体评估子量表（2项）。所有子量表具有良好的可接受性，且地板效应和天花板效应较小。内部一致性系数在0.7至0.9之间，表明所有子量表具有良好的信度。量表效度得到支持，一方面是根据内容将项目合理分组到子量表中，另一方面是满意度得分与患者推荐该机构的意愿以及对开放式问题的正负评论数量之间的相关性。在其中2个子量表（入院和后勤）上，年轻患者的满意度低于老年患者。
这份包含14个条目的工具是评估住院患者和门诊患者对物理治疗满意度的一个有前景的工具。
