Ware J E, Hays R D
Rand Corporation, Behavioral Sciences Department, Santa Monica, CA 90406-2138.
Med Care. 1988 Apr;26(4):393-402. doi: 10.1097/00005650-198804000-00008.
This paper presents the results of two studies that compared methods for measuring patient satisfaction with specific medical encounters. One form used six-point response scales ranging from "very satisfied" to "very dissatisfied" (S6 scale); the other used five-point scales ranging from "excellent" to "poor" (E5 scale). Forms were assigned randomly to outpatients in fee-for-service (N = 136) and prepaid systems of care (N = 363) and were compared in terms of response variability, reliability, and validity. In both studies, the E5 scales showed greater response variability and better predicted whether patients intended to return to the same doctor in the future, recommend the doctor to a friend, and comply with the medical regimen. Reliability was satisfactory and did not differ between methods. Results are discussed in terms of their implications for constructing visit-specific satisfaction rating scales.
本文介绍了两项研究的结果，这两项研究比较了测量患者对特定医疗就诊满意度的方法。一种表格使用从“非常满意”到“非常不满意”的六点反应量表（S6量表）；另一种使用从“优秀”到“差”的五点量表（E5量表）。表格被随机分配给按服务收费的门诊患者（N = 136）和预付医疗系统的门诊患者（N = 363），并在反应变异性、可靠性和有效性方面进行了比较。在两项研究中，E5量表都显示出更大的反应变异性，并且能更好地预测患者未来是否打算回到同一位医生处、向朋友推荐该医生以及遵守医疗方案。可靠性令人满意，且两种方法之间没有差异。文中根据这些结果对构建特定就诊满意度评分量表的意义进行了讨论。
