Department of Family Medicine and Community Nursing, Medical University of Bialystok, Bialystok, Poland.
J Eval Clin Pract. 2010 Aug;16(4):712-5. doi: 10.1111/j.1365-2753.2009.01180.x. Epub 2010 Jun 10.
RATIONALE, AIMS AND OBJECTIVES: Patient satisfaction is receiving increased attention in the evaluation of health care quality. However, qualitative methods have seldom been used to study patient satisfaction. The purpose of this study was to explore how satisfaction is understood from the perspective of patients receiving care from family doctors.
We used a qualitative approach consisting of in-depth interviews with 36 patients attending clinics in Poland. Interviews were audiotaped and transcribed, and content analysis performed.
There was no single definition of satisfaction among study participants; however, some core characteristics of satisfaction emerged. These characteristics were: (1) good doctor-patient interaction; (2) health improvement or resolution of health problems; (3) fulfillment of prior expectations; (4) availability of health care; (5) combination of multiple characteristics; and (6) absence of dissatisfaction.
Because patients have differing concepts of satisfaction with health care provided by family doctors, quality assessments should focus on components of satisfaction whereas questions about satisfaction itself should be avoided.
背景、目的和目标：患者满意度在医疗质量评估中受到越来越多的关注。然而，很少使用定性方法来研究患者满意度。本研究旨在探讨从接受家庭医生治疗的患者的角度理解满意度的方式。
我们采用了一种定性方法，包括对在波兰诊所就诊的 36 名患者进行深入访谈。对访谈进行了录音和转录，并进行了内容分析。
研究参与者中没有对满意度的单一定义；然而，出现了一些满意度的核心特征。这些特征包括：（1）良好的医患互动；（2）健康改善或健康问题解决；（3）满足先前的期望；（4）医疗保健的可及性；（5）多种特征的结合；以及（6）没有不满。
由于患者对家庭医生提供的医疗服务的满意度有不同的概念，因此质量评估应侧重于满意度的组成部分，而应避免询问满意度本身的问题。
