Hill J, Bird H A, Hopkins R, Lawton C, Wright V
Rheumatology and Rehabilitation Research Unit, University of Leeds, UK.
Ann Rheum Dis. 1992 Feb;51(2):195-7. doi: 10.1136/ard.51.2.195.
Consumer satisfaction is increasingly recognised by hospital administrators and health care providers as an important aspect of health care. A study was undertaken to investigate the satisfaction with care among patients with rheumatoid arthritis (RA) attending a rheumatology outpatient clinic at Leeds General Infirmary. The Leeds satisfaction questionnaire was developed and rigorously tested for reliability (Cronbachs alpha) and stability (test/retest). The Leeds satisfaction questionnaire was then completed by 70 patients with RA who had attended the Leeds General Infirmary on at least three previous occasions. The results showed that patients were, in general, satisfied with the care they received. The highest satisfaction scores were obtained on the scale for technical quality and competence of health professionals. The least satisfaction was accredited to the difficulty of unscheduled access to the clinic and the lack of continuity with the providers of care. The time spent in the waiting area before consultation was highlighted as the one aspect which caused the greatest dissatisfaction.
消费者满意度日益被医院管理人员和医疗服务提供者视为医疗保健的一个重要方面。一项研究旨在调查利兹总医院风湿病门诊就诊的类风湿性关节炎（RA）患者对护理的满意度。利兹满意度调查问卷得以开发，并针对信度（克朗巴哈系数）和稳定性（重测）进行了严格测试。随后，70名曾至少三次前往利兹总医院就诊的RA患者填写了利兹满意度调查问卷。结果显示，患者总体上对他们所接受的护理感到满意。在医疗专业人员的技术质量和能力方面获得了最高满意度评分。最不满意的方面是不定期就诊诊所的困难以及护理提供者缺乏连续性。咨询前在等候区花费的时间被视为导致最大不满的一个方面。
