Gilson L, Alilio M, Heggenhougen K
Health Policy Unit, London School of Hygiene and Tropical Medicine, England.
Soc Sci Med. 1994 Sep;39(6):767-80. doi: 10.1016/0277-9536(94)90038-8.
Satisfaction is an important element of the quality of health care, often determining patient willingness to comply with treatment and influencing the effectiveness of care. However, few specific assessments of patient satisfaction in developing countries have been undertaken. This paper presents findings from such a study, carried out in Tanzania and primarily undertaken through the use of qualitative interviewing techniques. The study illustrates the perceived problems of the care available, such as structural and inter-personal skill failings, both of which were seen to influence drug availability and maternal services--key weaknesses of the available care. Health centres were perceived to be little better than dispensaries. Although church health care was generally perceived to be better than government care, there was considerable variation in community judgements and clear signs of poor quality church care. The use of villagers' own words and experiences brought into sharp focus the problems they experience in relation to health care and allow planning lessons are identified.
满意度是医疗保健质量的一个重要因素，它常常决定患者遵守治疗的意愿，并影响医疗效果。然而，在发展中国家，很少有针对患者满意度的具体评估。本文介绍了在坦桑尼亚进行的一项此类研究的结果，该研究主要通过定性访谈技术展开。该研究揭示了人们所感受到的现有医疗服务存在的问题，比如结构和人际技能方面的缺陷，这两方面都被认为会影响药品供应和孕产妇服务，而这正是现有医疗服务的关键薄弱环节。人们认为保健中心并不比诊疗所好多少。尽管总体上人们认为教会医疗服务比政府医疗服务要好，但社区的评价存在很大差异，而且有明显迹象表明教会医疗服务质量不佳。运用村民自己的话语和经历，使他们在医疗保健方面遇到的问题清晰地凸显出来，并从中确定了可供规划借鉴的经验教训。
