Department of Orthopaedics, Nemours Children's Clinic, 807 Children's Way, Jacksonville, FL 32207, USA.
J Bone Joint Surg Am. 2013 May 15;95(10):e69. doi: 10.2106/JBJS.L.01048.
Patient satisfaction is an individual's cognitive evaluation of, and emotional reaction to, his or her health-care experience. This concept is increasing in importance as survey data are being used by health-care facilities for self-assessment, accreditation requirements, and compensation formulas. High patient satisfaction is associated with increased market share, financial gains, decreased malpractice claims, and improved reimbursement rates. Modifiable factors that contribute to satisfaction include physician-patient communication, the setting of appropriate expectations, minimization of waiting times, and provision of continuity of care. There are also factors that are less amenable to change, including chronic illness, opioid dependence, and sociodemographic status. Satisfaction with a surgical outcome differs from satisfaction with an office visit. Accurate expectations and patient-reported outcome measures are important determinants of satisfaction after a surgical procedure. Physicians can improve patient satisfaction in their practice by understanding the implications of satisfaction and the predictors of success.
患者满意度是个体对其医疗体验的认知评价和情感反应。随着医疗机构将调查数据用于自我评估、认证要求和薪酬公式，这一概念的重要性日益增加。患者满意度高与市场份额增加、财务收益增加、医疗事故索赔减少和报销率提高有关。有助于提高满意度的可调节因素包括医患沟通、设定适当的期望、尽量减少等待时间以及提供连续性护理。还有一些不太容易改变的因素，包括慢性疾病、阿片类药物依赖和社会人口统计学地位。手术结果的满意度与就诊满意度不同。准确的预期和患者报告的结果测量是手术成功满意度的重要决定因素。医生可以通过了解满意度的影响和成功的预测因素来提高他们实践中的患者满意度。
