Schröder C, Riedel S, Schmutzer G, Brähler E, Schwarz R
Selbständige Abteilung für Medizinische Psychologie und Medizinische Soziologie, Medizinische Fakultät, Universität Leipzig.
Gesundheitswesen. 2004 Oct;66(10):674-81. doi: 10.1055/s-2004-813603.
Since 1999, the statutory obligation of all German hospitals to establish an internal quality management system has resulted in an increase of patient surveys on inpatient care. Information on the subjective satisfaction of the patients is of particular interest because improvements may be realised. In the present paper, the objectives, the methodology and the choice of a tested survey instrument, the interpretation of the results and the practical problems in implementing a survey on patient satisfaction at the Leipzig University Hospital (a public institution comprising 1,464 beds in 2001) will be reported. This is intended to facilitate comparable projects in the future and to enable hospitals with fewer resources to organize and use such surveys. Altogether, 1,718 questionnaires (Hamburg questionnaires on patient stay in hospital, HFK) from 43 wards could be evaluated. The high satisfaction determined (mean values of the scores for 10 test parameters are between 1.72 and 2.02 on a 5-point scale) corresponds to the general tendency of patients to make socially desirable responses. Covert dissatisfaction was therefore analysed comparing the relative frequencies of complete and limited satisfaction at item level. Sociodemographic patient characteristics such as age and stay in hospital were of no substantial relevance. One important aim of the Leipzig survey project was to give detailed feedback within brief time periods. The project focussed on a differentiated and early monitoring of responses. If requested, an oral presentation of the results was made to each structural unit. This presentation included the spontaneous responses of the patient, which enhanced the acceptance of the investigation by the medical staff.
自1999年以来，德国所有医院建立内部质量管理体系的法定义务导致了住院护理患者调查数量的增加。患者主观满意度的信息尤为重要，因为可以据此实现改进。在本文中，将报告莱比锡大学医院（2001年为一家拥有1464张床位的公共机构）开展患者满意度调查的目标、方法、经过测试的调查工具的选择、结果解读以及实施过程中的实际问题。目的是为未来的可比项目提供便利，并使资源较少的医院能够组织和开展此类调查。总共对来自43个病房的1718份问卷（汉堡住院患者问卷，HFK）进行了评估。所确定的高满意度（10个测试参数得分的平均值在5分制中为1.72至2.02之间）与患者做出符合社会期望回答的总体趋势相符。因此，通过比较项目层面完全满意和有限满意的相对频率来分析潜在的不满。患者的社会人口学特征，如年龄和住院时间，没有实质性关联。莱比锡调查项目的一个重要目标是在短时间内提供详细反馈。该项目侧重于对回复进行差异化和早期监测。如有要求，会向每个结构单元口头汇报结果。这种汇报包括患者的自发反馈，这提高了医务人员对调查的接受度。
