Dansky K H, Colbert C J, Irwin P
Pennsylvania State University, USA.
J Am Coll Health. 1996 Sep;45(2):83-8. doi: 10.1080/07448481.1996.9936867.
Patient satisfaction is an important component of quality management in student health services. Satisfaction can influence if, where, and when a student seeks care, follows instructions, and continues a relationship with a specific provider. This case study describes the rationale for and process used in designing a system to measure patient satisfaction for the university health services at The Pennsylvania State University. In addition to collecting information about the health center from its clients, the authors obtained valuable information about survey development, administration, and data management. Their experience will guide future efforts to improve both the quality of services offered and the methods the health center uses to measure clients' satisfaction with those services.
患者满意度是学生健康服务质量管理的重要组成部分。满意度会影响学生是否寻求医疗服务、在何处以及何时寻求医疗服务、是否遵循医嘱以及是否与特定的医疗服务提供者保持关系。本案例研究描述了宾夕法尼亚州立大学设计一个系统来衡量大学健康服务患者满意度的基本原理和过程。除了从客户那里收集有关健康中心的信息外，作者还获得了有关调查开发、管理和数据管理的宝贵信息。他们的经验将指导未来提高所提供服务质量以及健康中心用于衡量客户对这些服务满意度的方法的努力。
