Dawn Aerlyn G, Lee Paul P, Hall-Stone Tara, Gable William
Duke University School of Medicine & Fuqua School of Business, Durham, NC, USA.
J Med Pract Manage. 2003 Nov-Dec;19(3):166-9.
Patient satisfaction has become a significant component of health care outcomes and an increasingly important component of quality assessment. Selecting the appropriate methods to measure patient satisfaction is a critical challenge for health care managers, yet, there is limited knowledge of the methods used to develop patient satisfaction instruments. In this brief report, we provide insights into the development of a patient satisfaction instrument for outpatient care at the Duke Private Diagnostic Clinic (PDC). We surveyed the 12 medical directors and asked them to rate 15 concept areas for inclusion in an outpatient satisfaction survey. We then constructed a patient satisfaction survey by drawing selected subscales from the publicly available PSQ-18 (Patient Satisfaction Questionnaire) and CAHPS (Consumer Assessment of Health Plans) surveys to address the seven highest rated concept areas: 1) general/overall satisfaction; 2) courteousness of office staff; 3) courteousness of physicians; 4) doctor/patient communication; 5) professionalism; 6) ease and time to get appointment; and 7) technical quality of care.
患者满意度已成为医疗保健结果的重要组成部分，也是质量评估中日益重要的组成部分。选择合适的方法来衡量患者满意度是医疗保健管理者面临的一项关键挑战，然而，对于用于开发患者满意度工具的方法，人们了解有限。在本简要报告中，我们深入探讨了杜克私人诊断诊所（PDC）门诊患者满意度工具的开发情况。我们对12位医学主任进行了调查，要求他们对15个概念领域进行评分，以纳入门诊满意度调查。然后，我们从公开可用的PSQ - 18（患者满意度问卷）和CAHPS（健康计划消费者评估）调查中选取部分子量表，构建了一份患者满意度调查问卷，以涵盖七个评分最高的概念领域：1）总体/整体满意度；2）办公室工作人员的礼貌程度；3）医生的礼貌程度；4）医患沟通；5）专业素养；6）预约的便捷性和时间；7）医疗技术质量。
