Crowther Edward R
Associate Professor, Division of Chiropractic, School of Health and Medicine, International Medical University, No. 126 Jalan Jalil Perkasa 19, Bukit Jalil, 57000 Kuala Lumpur, Malaysia,
J Can Chiropr Assoc. 2014 Mar;58(1):24-38.
Improving the quality of healthcare is a common goal of consumers, providers, payer groups, and governments. There is evidence that patient satisfaction influences the perceptions of the quality of care received.
This exploratory, qualitative study described and analyzed, the similarities and differences in satisfaction and dissatisfaction experiences of patients attending physicians (social justice) and chiropractors (market justice) for healthcare services in Niagara Region, Ontario. Using inductive content analysis the satisfaction and dissatisfaction experiences were themed to develop groups, categories, and sub-categories of quality judgments of care experiences.
Study participants experienced both satisfying and dissatisfying critical incidents in the areas of standards of practice, professional and practice attributes, time management, and treatment outcomes. Cost was not a marked source of satisfaction or dissatisfaction.
Patients may be more capable of generating quality judgments on the technical aspects of medical and chiropractic care, particularly treatment outcomes and standards of practice, than previously thought.
提高医疗保健质量是消费者、提供者、支付方团体和政府的共同目标。有证据表明，患者满意度会影响对所接受护理质量的认知。
这项探索性的定性研究描述并分析了安大略省尼亚加拉地区就医于内科医生（社会正义）和脊椎按摩师（市场正义）的患者在医疗服务满意度和不满体验方面的异同。运用归纳式内容分析法，将满意度和不满体验进行主题分类，以形成护理体验质量判断的组、类别和子类别。
研究参与者在执业标准、专业和执业属性、时间管理以及治疗结果等方面都经历过满意和不满意的关键事件。费用并非满意度或不满的显著来源。
患者在对医疗和脊椎按摩护理的技术方面，尤其是治疗结果和执业标准进行质量判断时，可能比之前认为的更有能力。
