Swinehart Kerry D, Smith Allen E
Department of Management and Marketing, East Tennessee State University, Johnson City, Tennessee, USA.
Int J Health Care Qual Assur Inc Leadersh Health Serv. 2004;17(1):9-16. doi: 10.1108/09526860410515891.
In the face of increasing pressure to improve patient satisfaction, the health-care industry must continue to seek improved methods to measure the effects of its continuous improvement efforts. While measurement instruments in this area abound, most are global in perspective and inflexible in form, sometimes leading to less than optimally germane outputs. Patient satisfaction information is critically important to the health-care provider, and this paper presents the results provided by an instrument that was locally designed to provide the most utile aggregation and presentation of patient satisfaction information for individual health-care providers. These results provide substantial evidence to support the notion that local, rather than global, measurement instruments are needed to provide the most relevant and useful results when assessing patient satisfaction as part of a continuous improvement effort.
面对提高患者满意度的压力不断增加，医疗行业必须继续寻求改进方法，以衡量其持续改进努力的效果。虽然该领域的测量工具比比皆是，但大多数都是从全局角度出发且形式固定，有时会导致产出的相关性不尽如人意。患者满意度信息对医疗服务提供者至关重要，本文展示了一种本地设计的工具所提供的结果，该工具旨在为个体医疗服务提供者提供最有用的患者满意度信息汇总和呈现。这些结果提供了大量证据，支持这样一种观点：在作为持续改进工作的一部分评估患者满意度时，需要使用本地而非全局的测量工具来提供最相关和有用的结果。
