Necozione S, Masedu F, Cofini V, di Orio F
Dipartimento di Medicina Interna E Sanità Pubblica, Università degli Studi di L'Aquila, Facoltà di Medicina e Chirurgia, Via Vetoio, Blocco 11/B, Coppito, 67100 L'Aquila.
Ann Ig. 2002 Nov-Dec;14(6):511-20.
Customer satisfaction is considered an important indicator of the quality of care. Its definition as well as the identification of the variables which affect it, rise many cultural and methodological issues. In order to give a contribution to the debate on such topics, we compared the patients' satisfaction detected before and after the transferral of the San Salvatore Hospital of L'Aquila to new and functional structures. The comparison aimed at evaluating the methodological and cultural entailments involved in customers satisfaction surveys, which focus the improvements in terms of health care as well as variation of satisfaction. The presence of contradictory elements in the expression of the satisfaction referred to the technical and informative aspects, seems to indicate that patients can express an high satisfaction degree independently from the real professional and technical quality performed. Such evidences, that anyway must be interpreted according with the methodological cautions of a non validated questionnaire, should foster stronger efforts in promoting sanitary education of the customers, devoted to the specific rights involved, as well as in making use of rigorous methodologies to detect the phenomenon.
患者满意度被视为医疗质量的一个重要指标。其定义以及对影响它的变量的识别引发了许多文化和方法学问题。为了对关于此类主题的辩论做出贡献，我们比较了拉奎拉圣萨尔瓦托雷医院迁至新的功能齐全的建筑前后所检测到的患者满意度。该比较旨在评估患者满意度调查中所涉及的方法学和文化内涵，这些内涵聚焦于医疗保健方面的改进以及满意度的变化。在提及技术和信息方面的满意度表达中存在矛盾因素，这似乎表明患者可以独立于实际执行的专业和技术质量而表达出高度的满意度。无论如何，这些证据必须根据一份未经验证的问卷的方法学注意事项来进行解释，这应该促使我们在促进针对涉及特定权利的客户进行卫生教育方面做出更大努力，以及在利用严谨的方法来检测该现象方面做出更大努力。
