Brooker D J
Stonebow Unit, County Hospital, Hereford.
Br J Nurs. 1997;6(3):159-62. doi: 10.12968/bjon.1997.6.3.159.
This article highlights a number of difficulties experienced when collecting consumer feedback from elderly service users and offers suggestions as to how many of these problems can be overcome. Structured interviews would appear to provide the most reliable form of feedback for this client group. The importance of good communication and the fact that ageist and stereotypical attitudes need to be overcome before effective feedback can occur is emphasized. Finally, more research needs to be carried out on elderly clients' expectations of health care and which factors make the health service a positive or negative experience for them.
本文着重介绍了在收集老年服务使用者的消费者反馈时遇到的一些困难，并就如何克服其中许多问题提供了建议。对于这个客户群体而言，结构化访谈似乎能提供最可靠的反馈形式。文中强调了良好沟通的重要性，以及在获得有效反馈之前需要克服年龄歧视和刻板态度这一事实。最后，需要对老年客户对医疗保健的期望以及哪些因素使医疗服务对他们来说是积极或消极体验进行更多研究。
