患者满意度调查中不确定性问题理论探讨  

Theoretic study on the uncertainty of patient satisfaction survey

作　　者：陈学涛[1] 张萍[1] 李初民[1] 

机构地区：[1]第三军医大学新桥医院信息科,重庆400037

出　　处：《中华医院管理杂志》2010年第12期885-887,共3页Chinese Journal of Hospital Administration

摘　　要：分析了在患者满意度调查中，患者满意评价的自我确定程度低，是导致满意度分值无法准确反映患者对医疗服务实际满意水平的重要原因；提出了可以通过合理选择调查场景、明确告知调查目的、尽量让患者独立完成问卷等方法，减少患者满意度调查中的心理学偏倚；阐述了研究患者满意不确定性问题的理论依据和研究线索，构建了患者满意不确定性研究的数学模型，以更好地推进患者满意的理论研究和实践应用。Low self-certainty of patient satisfaction evaluation in patient satisfaction survey is found in the survey to be the main cause for the failure that satisfaction scores cannot precisely indicate the correct satisfaction level of patients for medical services received; it is stated in the study that psychological bias in the survey can be reduced by means of reasonable choice of survey scenario, clear notice of survey＇s objective, and independent completion of survey questionnaire by the patients; it also stated the theoretic references and research clues in studying patient satisfaction uncertainty, as a mathematic model is built for such study, for the purposes of better advancement of the theoretic study and practice of patient satisfaction.

关 键 词：患者 满意度调查 不确定性 理论 

分 类 号：R197[医药卫生—卫生事业管理]