Brown R F, Hill C, Burant C J, Siminoff L A
Department of Psychiatry and Behavioral Sciences, Memorial Sloan-Kettering Cancer Center, New York, NY 10022, USA.
Psychooncology. 2009 Jan;18(1):42-9. doi: 10.1002/pon.1376.
The purpose of this report is to extend the current understanding of patient satisfaction by examining expectations of a sample of breast cancer patients and concordance with their medical oncologists about the content of consultations and the importance of consultation items.
Three hundred and ninety-five female early stage breast cancer patients of 56 oncologists participated. Patients and oncologists completed a matched questionnaire measuring (a) met expectations, (b) concordance over content and item importance, and (c) satisfaction.
Overall patient satisfaction was extremely high (x=91/100%) although expectations were not met at the stated level desired. Patients and physicians disagreed over what was conveyed and received. Higher overall satisfaction was predicted by levels of met expectations (unstandardized beta=0.69, p=0.008, SE=0.26) and concordance over (a) content (unstandardized beta=1.09, p=0.002, SE=0.34) and (b) importance (unstandardized beta=-0.78, p=0.006, SE 0.28).
Although patient expectations were not well met and physician-patient discord was high about the content of consultations and the importance of consultation items, patients reported high levels of satisfaction. Expectation fulfillment and levels of concordance predicted satisfaction.
本报告旨在通过调查一组乳腺癌患者的期望以及他们与医学肿瘤学家在会诊内容和会诊项目重要性方面的一致性，来扩展目前对患者满意度的理解。
56位肿瘤学家的395名女性早期乳腺癌患者参与了研究。患者和肿瘤学家完成了一份匹配问卷，该问卷测量了：（a）期望达成情况；（b）在内容和项目重要性方面的一致性；（c）满意度。
尽管期望未达到预期水平，但患者总体满意度极高（x=91/100%）。患者和医生在传达和接收的内容上存在分歧。期望达成水平（未标准化β=0.69，p=0.008，标准误=0.26）以及在（a）内容方面的一致性（未标准化β=1.09，p=0.002，标准误=0.34）和（b）重要性方面的一致性（未标准化β=-0.78，p=0.006，标准误0.28）预测了更高的总体满意度。
尽管患者期望未得到很好满足，医患之间在会诊内容和会诊项目重要性方面的分歧较大，但患者报告的满意度较高。期望达成情况和一致性水平预测了满意度。
