Forbes D A
Faculty of Nursing, University of Alberta, Edmonton, Canada.
Public Health Nurs. 1996 Dec;13(6):377-85. doi: 10.1111/j.1525-1446.1996.tb00265.x.
This study examined what elderly clients perceived as being important in contributing to their satisfaction and dissatisfaction with home care. Nineteen guided interactive interviews were conducted with 10 home care clients using storytelling, scenarios, and a rating of the importance of the dimensions of client satisfaction and dissatisfaction. A hierarchical thematic analysis revealed that satisfaction with home care was influenced by client characteristics and was composed of clients' expectations, program characteristics, home care workers' attributes, relationships with the workers, and clients' involvement with planning their care. Dissatisfaction was reported if positive aspects of these dimensions were lacking. This suggests that satisfaction and dissatisfaction are at opposite ends of multiple continua of dimensions.
本研究调查了老年客户认为对其家庭护理满意度和不满情绪有重要影响的因素。通过故事讲述、情景模拟以及对客户满意度和不满情绪各维度重要性的评分，对10位家庭护理客户进行了19次引导式互动访谈。分层主题分析表明，家庭护理满意度受客户特征影响，由客户期望、项目特征、家庭护理人员属性、与护理人员的关系以及客户参与护理计划等因素构成。如果这些维度的积极方面缺失，则会导致不满情绪。这表明满意度和不满情绪处于多个维度连续体的两端。
