Binghamton University, East Binghamton, New York, USA.
J Hosp Med. 2009 Nov;4(9):E1-6. doi: 10.1002/jhm.524.
There is a trend toward patient-centered care as a means of improving patient satisfaction. The Centers for Medicare and Medicaid Services (CMS) have made this concept more significant with plans to link reimbursement to patient satisfaction measures such as the Hospital Consumer Assessment of Healthcare Providers and Systems survey (HCAHPS).
To generate hypotheses for reasons underlying diminished HCAHPS patient satisfaction survey ratings, with reference to hospitalists.
DESIGN, SETTING, PATIENTS: Observational study conducted using a cognitive interview (CI) technique in a 180-bed community hospital on adult medical, surgical, and critical care inpatients.
Mixed qualitative and quantitative study using both standard responses and open-ended responses. The standard responses were compiled into raw numbers and percentages and the qualitative responses were evaluated for common themes and other useful information.
Notable factors that may affect satisfaction of patients include ability to have all of their questions answered, incomplete discussion of medication side effects, and failure of physicians to listen and form personal connections with them.
Cognitive interview techniques can be used to provide additional detail regarding patient satisfaction beyond that provided by standard surveys.
以改善患者满意度为手段的以患者为中心的护理模式是一种趋势。医疗保险和医疗补助服务中心（CMS）通过计划将报销与患者满意度措施（如医疗机构患者评估调查（HCAHPS））联系起来，使这一概念更加重要。
针对医院医生，提出导致 HCAHPS 患者满意度调查评分下降的原因假设。
设计、地点、患者：在一家拥有 180 张病床的社区医院，对成人内科、外科和重症监护住院患者进行了一项基于认知访谈（CI）技术的观察性研究。
使用标准回答和开放式回答的混合定性和定量研究。标准回答被编制成原始数字和百分比，而定性回答则评估了常见主题和其他有用信息。
可能影响患者满意度的显著因素包括能够回答他们所有的问题、药物副作用讨论不完整以及医生未能倾听并与他们建立个人联系。
认知访谈技术可用于提供超出标准调查提供的有关患者满意度的更多详细信息。
