Perneger T V, Stalder H, Schaller P, Raetzo M A, Etter J F
Institut de médecine sociale et préventive, Université de Genève.
Schweiz Med Wochenschr. 1996 May 18;126(20):864-71.
Patient satisfaction is increasingly used to evaluate the performance of health services. Validated French-language instruments to measure satisfaction are currently lacking. This study was designed to validate a questionnaire of this kind and to identify factors associated with patient satisfaction.
Mail survey of 1027 patients who consulted at 4 different ambulatory health care settings in Geneva, Switzerland. The participation rate was 81%. The questionnaire measured 7 dimensions of satisfaction using 16 items adapted from other sources.
The questionnaire was easy to respond to (scores were available for 95 to 99% of respondents, depending on the scale). The internal consistency of the scales was satisfactory (Cronbach alpha between 0.65 and 0.82) for 5 of 6 multi-item scales; it was lower for the scale which measures satisfaction with access to care. Factor analysis identified two principal components corresponding roughly to the "process" and to the "organization" of care. Open comments also confirmed the validity of the multi-item scales. Several patient or visit characteristics were independently associated with the level of satisfaction: older patients, those who were born in Switzerland, who had a visit appointment, who consulted a specialist, and those who saw the same physician as at their previous visit were more satisfied than other patients.
The brief satisfaction questionnaire described in this paper is easy to use, and its reliability and validity are good. Its use can be recommended in ambulatory health care settings. Several variables associated with the level of satisfaction were identified; they should be measured in satisfaction surveys to allow correct appraisal of the results.
患者满意度越来越多地用于评估卫生服务的绩效。目前缺乏经过验证的法语测量满意度工具。本研究旨在验证此类问卷并确定与患者满意度相关的因素。
对在瑞士日内瓦4个不同门诊医疗机构就诊的1027名患者进行邮件调查。参与率为81%。该问卷使用从其他来源改编的16个项目测量满意度的7个维度。
问卷易于回答（根据量表不同，95%至99%的受访者可获得分数）。6个多项目量表中有5个量表的内部一致性令人满意（克朗巴哈系数在0.65至0.82之间）；测量获得医疗服务满意度的量表内部一致性较低。因子分析确定了两个主要成分，大致对应于护理的“过程”和“组织”。开放式评论也证实了多项目量表的有效性。几个患者或就诊特征与满意度水平独立相关：老年患者、在瑞士出生的患者、有就诊预约的患者、咨询专科医生的患者以及此次就诊与上次就诊为同一位医生的患者比其他患者更满意。
本文所述的简短满意度问卷易于使用，其信度和效度良好。建议在门诊医疗机构中使用。确定了几个与满意度水平相关的变量；在满意度调查中应测量这些变量，以便正确评估结果。
