Lynn Mary R, McMillen Bradley J
School of Nursing, University of North Carolina, Chapil Hill 27599-7460, USA.
Can J Nurs Res. 2004 Sep;36(3):66-81.
Measurement of patient satisfaction has long been hampered by two resolvable problems: a lack of content validity in commonly used instruments, and a lack of variability in satisfaction scores when these same instruments are used. Most patient satisfaction instruments have been developed from the perspective of the provider or institution rather than that of the patient, creating a situation of questionable content validity for these measures. Additionally, most patient satisfaction measures yield data that are invariant and consistently positively biased. Both of these problems can be addressed methodologically--through tool development using a qualitative method designed to obtain the patient's perspective, and through the use of the scale product technique to decrease the effect of acquiescence, thereby increasing variability in item responses.
长期以来，患者满意度的测量一直受到两个可解决问题的阻碍：常用工具缺乏内容效度，以及使用这些相同工具时满意度得分缺乏变异性。大多数患者满意度工具是从提供者或机构的角度而非患者的角度开发的，这使得这些测量的内容效度存在问题。此外，大多数患者满意度测量产生的数据是不变的，并且始终存在正偏差。这两个问题都可以通过方法学来解决——通过使用旨在获取患者观点的定性方法进行工具开发，以及通过使用量表乘积技术来减少默许效应，从而增加项目反应的变异性。
