Mazurenko Olena, Collum Taleah, Ferdinand Alva, Menachemi Nir
Olena Mazurenko, PhD, MD, assistant professor, Health Policy and Management Department, Richard M. Fairbanks School of Public Health, Indiana University-Purdue University at Indianapolis, Indiana; Taleah Collum, PhD, assistant professor, School of Business & Industry, Jackson State University, Jacksonville, Alabama; Alva Ferdinand, DrPH, JD, assistant professor, Health Policy & Management, Texas A&M School of Public Health, College Station, Texas; and Nir Menachemi, PhD, professor, Health Policy and Management Department, Richard M. Fairbanks School of Public Health, Indiana University-Purdue University at Indianapolis.
J Healthc Manag. 2017 Jul/Aug;62(4):272-283. doi: 10.1097/JHM-D-15-00050.
Because Medicare reimbursements are now, in part, based on patient satisfaction scores, hospitals are increasingly concerned about improving patient satisfaction. However, little is known about the different characteristics that are associated with higher patient satisfaction. This study was conducted to systematically review the patient satisfaction literature and to identify predictors of patient satisfaction based on measures from the HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) survey. We searched the PubMed and Scopus databases from January 2007 to February 2015 for relevant peer-reviewed studies. A total of 41 studies met our inclusion criteria and were categorized into three groups (levels) based on the types of predictors used in the study: patient (12 articles, 29.9%), hospital (29 articles, 70.1%), or market (4 articles, 9.7%) predictors. We present a narrative review of the included studies in which certain patient- and hospital-level predictors were consistently associated with higher patient satisfaction (e.g., patient perception of well-managed pain and not-for-profit status) or lower patient satisfaction (e.g., racial/ethnic minority, hospital's safety net status, metropolitan area). Moreover, several predictors had mixed relationships with patient satisfaction across studies (e.g., teaching status, number of beds). Finally, we found that only a small number of studies have examined the association between market-level predictors and patient satisfaction.
由于医疗保险报销现在部分基于患者满意度评分，医院越来越关注提高患者满意度。然而，对于与较高患者满意度相关的不同特征知之甚少。本研究旨在系统回顾患者满意度文献，并根据医院患者医疗服务提供者和系统评估（HCAHPS）调查的衡量标准确定患者满意度的预测因素。我们检索了2007年1月至2015年2月期间PubMed和Scopus数据库中的相关同行评审研究。共有41项研究符合我们的纳入标准，并根据研究中使用的预测因素类型分为三组（级别）：患者（12篇文章，29.9%）、医院（29篇文章，70.1%）或市场（4篇文章，9.7%）预测因素。我们对纳入研究进行了叙述性综述，其中某些患者和医院层面的预测因素始终与较高的患者满意度（例如，患者对疼痛管理良好的感知和非营利状态）或较低的患者满意度（例如，种族/族裔少数群体、医院的安全网状态、大都市区）相关。此外，在各项研究中，有几个预测因素与患者满意度的关系不一（例如，教学状态、床位数）。最后，我们发现只有少数研究考察了市场层面预测因素与患者满意度之间的关联。
