Carmel S
Soc Sci Med. 1985;21(11):1243-9. doi: 10.1016/0277-9536(85)90273-4.
A study of patient's satisfaction with hospital services was undertaken. The purpose of the study was to explore whether and to what extent patients' satisfaction with three types of hospital services (medical, nursing and supportive) is differentially explained by patient's sociodemographic, psychosocial, situational and attitudinal characteristics. To achieve this, 476 patients were interviewed. The results of the analysis of their general satisfaction with hospitalization and a comparative analysis of satisfaction with the three types of services are presented. The best predictors of satisfaction with all three types of services (in order of their importance) are found to be: perceived improvement in health, size of social networks, satisfaction with organizations in the past, and age. The type of ward (medical vs surgical) is found to be a powerful predictor of satisfaction with physicians and nurses only. Ward effect is also interactive--improvement in one's health predicts significantly more satisfaction with medical services in medical wards than in surgical wards. The findings of this study suggest that when clients perceive that their main goal has been achieved (i.e. improvement in health), they tend to attach little importance to deficiencies in the process of achieving it (i.e. the provision of services).
开展了一项关于患者对医院服务满意度的研究。该研究的目的是探讨患者的社会人口统计学、心理社会、情境和态度特征在多大程度上以及是否会对患者对三种医院服务（医疗、护理和支持性服务）的满意度产生不同影响。为实现这一目标，对476名患者进行了访谈。文中呈现了他们对住院总体满意度的分析结果以及对这三种服务满意度的对比分析。结果发现，对所有三种服务满意度的最佳预测因素（按重要性排序）依次为：感知到的健康改善、社交网络规模、过去对机构的满意度以及年龄。结果还发现，病房类型（内科病房与外科病房）仅是对患者对医生和护士满意度的有力预测因素。病房效应也是相互作用的——与外科病房相比，内科病房中，患者健康状况的改善对医疗服务满意度的预测作用更为显著。该研究结果表明，当患者认为其主要目标已经实现（即健康得到改善）时，他们往往不太重视在实现目标过程中的不足（即服务提供方面的不足）。
