York Anne S, McCarthy Kim A
Creighton University, Omaha, Nebraska, USA.
Int J Health Care Qual Assur. 2011;24(2):178-91. doi: 10.1108/09526861111105121.
Customer satisfaction's importance is well-documented in the marketing literature and is rapidly gaining wide acceptance in the healthcare industry. The purpose of this paper is to introduce a new customer-satisfaction measuring method - Reichheld's ultimate question - and compare it with traditional techniques using data gathered from four healthcare clinics.
DESIGN/METHODOLOGY/APPROACH: A new survey method, called the ultimate question, was used to collect patient satisfaction data. It was subsequently compared with the data collected via an existing method.
Findings suggest that the ultimate question provides similar ratings to existing models at lower costs.
RESEARCH LIMITATIONS/IMPLICATIONS: A relatively small sample size may affect the generalizability of the results; it is also possible that potential spill-over effects exist owing to two patient satisfaction surveys administered at the same time.
This new ultimate question method greatly improves the process and ease with which hospital or clinic administrators are able to collect patient (as well as staff and physician) satisfaction data in healthcare settings. Also, the feedback gained from this method is actionable and can be used to make strategic improvements that will impact business and ultimately increase profitability.
ORIGINALITY/VALUE: The paper's real value is pinpointing specific quality improvement areas based not just on patient ratings but also physician and staff satisfaction, which often underlie patients' clinical experiences.
客户满意度的重要性在营销文献中已有充分记载，并且在医疗行业正迅速获得广泛认可。本文的目的是介绍一种新的客户满意度测量方法——赖克霍德的终极问题，并使用从四家医疗诊所收集的数据将其与传统技术进行比较。
设计/方法/途径：一种名为终极问题的新调查方法被用于收集患者满意度数据。随后将其与通过现有方法收集的数据进行比较。
结果表明，终极问题以更低的成本提供了与现有模型相似的评分。
研究局限性/启示：相对较小的样本量可能会影响结果的普遍性；同时进行两项患者满意度调查也可能存在潜在的溢出效应。
这种新的终极问题方法极大地改进了医院或诊所管理人员在医疗环境中收集患者（以及员工和医生）满意度数据的过程和便利性。此外，通过这种方法获得的反馈是可操作的，可用于进行战略改进，从而影响业务并最终提高盈利能力。
原创性/价值：本文的真正价值在于不仅根据患者评分，还根据医生和员工满意度确定具体的质量改进领域，而医生和员工满意度往往是患者临床体验的基础。
