医疗保健机构中测量患者满意度的方法。
Methods of measuring patient satisfaction in health care organizations.
作者信息
Ford R C, Bach S A, Fottler M D
机构信息
Hospitality Management Department, College of Business Administration, University of Central Florida, Orlando, USA.
出版信息
Health Care Manage Rev. 1997 Spring;22(2):74-89.
Patient perceptions of the quality of services provided is a key factor (along with cost effectiveness) in determining a health care organization's competitive advantage and survival. This article examines the advantages, disadvantages, and problems associated with nine different methods of measuring patient satisfaction with service quality. The appropriateness of each of these techniques under different organizational conditions is also discussed. The article concludes with guidelines for measurement of patient satisfaction and implementation of managerial follow-up.
患者对所提供服务质量的认知是决定医疗保健机构竞争优势和生存能力的关键因素（与成本效益一样）。本文探讨了与九种不同的衡量患者对服务质量满意度的方法相关的优点、缺点和问题。还讨论了这些技术在不同组织条件下的适用性。文章最后给出了衡量患者满意度及实施管理跟进的指导方针。
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