J Health Care Finance. 1997 Summer;23(4):2-11.
The American Hospital Association and The Picker Institute gathered information about patients' perceptions and experiences with health care. The first of a series of reports, Eye on Patients, is excerpted in this article. Preliminary findings show that despite reported rates of "satisfaction" consumers are worried about the future of health care, customer service programs have improved patients' interactions with care givers but these do not address core issues, and patients' experiences reveal problems with the way the system works and how decisions are made about patients' care.
美国医院协会和皮克研究所收集了有关患者对医疗保健的看法和体验的信息。本文摘录了一系列报告中的第一篇《关注患者》。初步调查结果显示，尽管报告了“满意度”率，但消费者仍对医疗保健的未来感到担忧，客户服务项目改善了患者与护理人员的互动，但这些并未解决核心问题，而且患者的体验揭示了该系统的运作方式以及有关患者护理决策方式存在的问题。
