Lewis J R
Department of Community Studies, University of Brighton, Falmer, U.K.
Soc Sci Med. 1994 Sep;39(5):655-70. doi: 10.1016/0277-9536(94)90022-1.
The present paper examines research on patient satisfaction and the factors which influence patient attitudes regarding quality in general practice. Although data are used from U.S. and other sources, conclusions are drawn with a specific focus on a U.K. general practice context. This is a research area with a growing literature, much of it based on unsystematic research. The purpose of this paper is to make a contribution to the process or ordering the data in a manner which will be of utility to those involved in the provision of healthcare and the assessment of that provision. The data suggest conclusions in two broad areas: (1) methods by which patient satisfaction may be assessed; specific published instruments are reviewed, and (2) factors which have been indicated, by the research to date, to influence patient satisfaction. Most consistently identified as being of particular value to patients are interpersonal skills on the part of the practitioner. It is suggested that such techniques should receive wider acknowledgement as a basic element of the practitioner's technical repertoire.
本文探讨了关于患者满意度以及影响患者对全科医疗服务质量态度的因素的研究。尽管使用了来自美国和其他来源的数据，但得出的结论特别聚焦于英国的全科医疗服务背景。这是一个文献不断增多的研究领域，其中许多研究基于非系统性研究。本文的目的是以一种对参与医疗服务提供和评估的人员有用的方式，为整理数据的过程做出贡献。数据在两个广泛领域得出了结论：（1）评估患者满意度的方法；对特定的已发表工具进行了综述，以及（2）迄今为止的研究表明会影响患者满意度的因素。最一致被认为对患者特别有价值的是从业者的人际技能。有人建议，这些技能应作为从业者技术能力的基本要素得到更广泛的认可。
