Möller-Leimkühler A M, Dunkel R
Psychiatrische Klinik der Ludwig-Maximilians-Universität, Munich.
Nervenarzt. 2003 Jan;74(1):40-7. doi: 10.1007/s00115-001-1263-2.
The aim of this study was to gain more empirical ideas for the concept of patient satisfaction and its usefulness as an instrument for quality assurance by analyzing the relationship between inpatient experiences and inpatient satisfaction with psychiatric services. Data were obtained from 91 inpatients of the Psychiatric Hospital of the Ludwig-Maximilians-University in Munich (85% of all patients who had been in hospital at least 3 weeks and who could be asked) by questionnaires on a fixed day. Patients had been asked about their overall satisfaction as well as their experiences with special aspects of the services.Overall satisfaction was high, but there was a remarkable amount of adverse experience with components concerning patient information and time with a psychiatrist offered to the patients. The results give evidence that communication and empathy of the medical staff are key indicators of patient satisfaction and dissatisfaction. Furthermore, results suggest that global satisfaction scores should not be used as an instrument of quality assurance.
本研究的目的是通过分析住院患者对精神科服务的体验与满意度之间的关系，获得更多关于患者满意度概念及其作为质量保证工具的实用性的实证观点。通过在固定日期进行问卷调查，从慕尼黑路德维希 - 马克西米利安大学精神病院的91名住院患者中获取数据（占所有住院至少3周且可被询问患者的85%）。患者被问及他们的总体满意度以及对服务特殊方面的体验。总体满意度较高，但在患者信息和与精神科医生相处时间等方面存在大量负面体验。结果表明，医务人员的沟通和同理心是患者满意度和不满意度的关键指标。此外，结果表明总体满意度得分不应用作质量保证工具。
