Nelson E C, Larson C
Dartmouth-Hitchcock Medical Center, Lebanon, NH.
QRB Qual Rev Bull. 1993 Mar;19(3):89-94. doi: 10.1016/s0097-5990(16)30598-x.
The literature documents little research regarding patients' good and bad surprises in the hospital. Such experiences may inform a patient's future decisions about recommending or returning to the hospital. Utilizing a database of survey respondents, the authors conducted qualitative and quantitative analyses of patients' self-reported surprises about their hospital stay and the relationship between those surprise experiences and their overall feelings of satisfaction. Analysis of these data shows that patients do experience surprises during their hospital stays, that specific events are associated with these surprises, and that these surprises influence patient satisfaction. These results suggest that in order for health care providers to continuously improve and meet patients' needs and expectations, providers must determine steps to take to delight their patients, to avoid patient disappointments, and to meet patients' basic expectations.
文献记载了关于患者在医院经历的好的和不好的意外情况的研究很少。这些经历可能会影响患者未来关于推荐他人来该医院或再次来该医院的决定。作者利用一个调查受访者数据库，对患者自我报告的住院期间的意外情况以及这些意外经历与他们总体满意度之间的关系进行了定性和定量分析。对这些数据的分析表明，患者在住院期间确实会经历意外情况，特定事件与这些意外情况相关，并且这些意外情况会影响患者满意度。这些结果表明，为了使医疗服务提供者不断改进并满足患者的需求和期望，提供者必须确定采取哪些措施来取悦患者、避免让患者失望以及满足患者的基本期望。
