Avis M, Bond M, Arthur A
Department of Nursing and Midwifery Studies, University of Nottingham, England.
J Adv Nurs. 1995 Aug;22(2):316-22. doi: 10.1046/j.1365-2648.1995.22020316.x.
The measurement of patient satisfaction has been encouraged by a growing consumer orientation in health care, especially since it yields information about consumers' views in a form which can be used for comparison and monitoring. However, drawing on literature from a variety of sources, this paper suggests that there remain several unresolved issues relating to the measurement of satisfaction, and some serious questions about the validity of the concept. It is argued that current approaches to measuring satisfaction may not be grounded in the values and experiences of patients; therefore satisfaction surveys could be denying patients the opportunity to have their opinions included in the planning and evaluation of health care services.
医疗保健领域日益增强的消费者导向推动了患者满意度测量的发展，特别是因为它能以可用于比较和监测的形式提供有关消费者观点的信息。然而，本文借鉴了来自各种来源的文献，认为在满意度测量方面仍存在几个未解决的问题，以及有关该概念有效性的一些严重质疑。有人认为，当前测量满意度的方法可能并非基于患者的价值观和体验；因此，满意度调查可能使患者失去将其意见纳入医疗服务规划和评估的机会。
