Stewart M A, Wanklin J
J Community Health. 1978 Spring;3(3):195-204. doi: 10.1007/BF01349382.
This research examines alternative measures of patient satisfaction. Three measures were compared: (1) a direct measure to evaluate how the patient felt about his own personal physician, (2) an indirect measure that assessed attitudes about physicians in general, and (3) a measure designed to be intermediate between these two. Responses to the three measures were found to differ: the levels of satisfaction increased with the directness of the measure used; indirect evidence that this relationship could not be attributed solely to a patient's reluctance to criticize his own physician is also provided. The three measures were compared in terms of their association with other assessments of outcome and with indicators of the process of care. Although none of the associations was statistically significant, high scores on the intermediate measure tended to correspond with better outcomes and higher scores on the process of care. These findings are at least compatible with the contention than an intermediate measure provides the most valid assessment of patient satisfaction.
本研究考察了患者满意度的替代测量方法。比较了三种测量方法：（1）一种直接测量方法，用于评估患者对自己私人医生的感受；（2）一种间接测量方法，用于评估患者对医生群体的总体态度；（3）一种设计为介于前两者之间的测量方法。结果发现，对这三种测量方法的回答存在差异：满意度水平随着所使用测量方法的直接程度而提高；还提供了间接证据，表明这种关系不能仅仅归因于患者不愿批评自己的医生。从与其他结果评估以及护理过程指标的关联方面对这三种测量方法进行了比较。尽管这些关联均无统计学意义，但中间测量方法的高分往往与更好的结果以及护理过程中的高分相对应。这些发现至少与以下观点相符，即中间测量方法能提供对患者满意度最有效的评估。
