Schommer J C, Kucukarslan S N
Division of Pharmacy Practice and Administration, College of Pharmacy, Ohio State University (OSU), Columbus 43210, USA.
Am J Health Syst Pharm. 1997 Dec 1;54(23):2721-32; quiz 2741-3.
Common conceptualizations of satisfaction are discussed, and different ways of measuring patient satisfaction with pharmaceutical services are suggested. Patient satisfaction is becoming increasingly popular as an indicator of the quality of health care services, including pharmaceutical services. Satisfaction can be conceptualized as a performance evaluation, disconfirmation of expectations, an affect-based assessment, or an equity-based assessment. A satisfaction measure should have a theoretical base on which the measure's validity can be assessed. The measure chosen must fit the context of an overall research process, and the researcher must have a clear idea of what is to be measured. A large pool of items, or questions, for potential inclusion in a patient-satisfaction questionnaire can then be generated. The researcher should develop a format for each item (e.g., Likert scale). The items should be reviewed by experts for relevance and completeness. Questions that will help validate other questions should be included. To assess reliability and validity, the questionnaire should be given to a representative sample of respondents before being refined into its final format. Finally, the researcher must ensure that the patient-satisfaction questionnaire is practical (e.g., in terms of length and complexity). No single standard measure of patient satisfaction is applicable to all pharmacy situations. Researchers should either use an existing measure with demonstrated reliability and validity or develop a new measure by using a systematic process.
本文讨论了满意度的常见概念，并提出了衡量患者对药学服务满意度的不同方法。患者满意度作为医疗保健服务（包括药学服务）质量的指标正变得越来越普遍。满意度可以被概念化为一种绩效评估、期望的不一致、基于情感的评估或基于公平性的评估。满意度测量应该有一个理论基础，据此可以评估该测量的有效性。所选择的测量方法必须适合整个研究过程的背景，并且研究者必须清楚地知道要测量什么。然后可以生成大量可能包含在患者满意度问卷中的项目或问题。研究者应该为每个项目制定一种格式（例如，李克特量表）。这些项目应由专家审查其相关性和完整性。应该包括有助于验证其他问题的问题。为了评估信度和效度，在将问卷完善为最终格式之前，应将其分发给具有代表性的受访者样本。最后，研究者必须确保患者满意度问卷是实用的（例如，在长度和复杂性方面）。没有单一的标准患者满意度测量方法适用于所有药房情况。研究者应该要么使用具有已证明的信度和效度的现有测量方法，要么通过系统的过程开发一种新的测量方法。
