Faculty of Health and Social Sciences, The Hong Kong Polytechnic University, Hung Hom, Kowloon, Hong Kong, China.
School of Nursing, Tung Wah College, 31 Wylie Road, Homantin, Kowloon, Hong Kong, China.
Patient Educ Couns. 2019 Apr;102(4):790-796. doi: 10.1016/j.pec.2018.11.013. Epub 2018 Nov 19.
Patient satisfaction had been the focus of many scientific studies worldwide. However, very few studies published had addressed the definition of the concept of patient satisfaction. Therefore this present concept analysis is to explore the attributes of the concept in the broader healthcare context.
The Rodgers method, an inductive method of concept analysis, was selected to guide this concept analysis.
The attributes of patient satisfaction in the healthcare context identified were provider attitude, technical competence, accessibility, and efficacy. Perception in relation to expectation, patient demographics and personality, and market competition were regarded as prerequisites of patient satisfaction. Consequences of patient satisfaction identified in this analysis were: patient compliance, clinical outcomes, loyalty and referrals.
As healthcare is becoming an increasingly competitive marketplace, studying patient experience could certainly help practitioners to better encompass patient perspectives in service delivery and improve patient satisfaction.
To ensure the validity of patient satisfaction measurement and subsequently improve healthcare quality, practitioners should involve patients in identifying important factors relevant to each attributes of patient satisfaction.
患者满意度一直是全球许多科学研究的焦点。然而，发表的相关研究很少涉及患者满意度概念的定义。因此，本概念分析旨在更广泛的医疗保健背景下探讨该概念的属性。
选择罗杰斯方法（一种概念分析的归纳方法）来指导本次概念分析。
确定了医疗保健背景下患者满意度的属性为提供者态度、技术能力、可及性和疗效。感知与期望、患者人口统计学和个性以及市场竞争被视为患者满意度的前提。本次分析确定的患者满意度的结果为：患者依从性、临床结果、忠诚度和转介。
随着医疗保健市场竞争日益激烈，研究患者体验肯定有助于从业者更好地在服务提供中包含患者的观点，并提高患者满意度。
为了确保患者满意度测量的有效性，并提高医疗质量，从业者应让患者参与确定与患者满意度的每个属性相关的重要因素。
