患者医疗服务满意度研究与应用综述  

Review of patient health care satisfaction research and application

作　　者：侯佳乐[1] 马进[1] 

机构地区：[1]上海交通大学公共卫生学院,上海200025

出　　处：《中国卫生资源》2011年第3期138-139,153,共3页Chinese Health Resources

基　　金：国家发展和改革委员会社会发展司基金资助项目;项目编号:2009HR01

摘　　要：目的:探讨患者满意度测量与评价的科学方法。方法:通过系统文献检索的方法,回顾国内外患者满意度调查的现状,分析实践中存在的诸多问题,并提出加以改进的建议。结果:目前患者满意度调查中存在的缺陷包括调查所得的资料本身具有高度主观色彩,难以控制患者期望和个性情绪,调查指标体系主观臆断,调查对象缺乏代表性,调查结果缺乏可比性。结论:完善患者满意度测评体系的建议:通过场景锚定法来控制患者期望,通过德尔菲专家咨询法来构建患者满意度调查指标体系,开展预调查提高量表的信度和效度,合理抽样,建立统一的标准评价体系。Objective：To discuss the scientific methods for patient satisfaction survey and evaluation.Methods：Through literature retrieval,the paper reviewed the current situation of patient satisfaction research,analyzed major problems in practice and put forward suggestions for further development.Results：Major problems of current patient satisfaction survey included：highly subjective of survey data,difficult to control the influence from patients＇ expectation and their personality,subjectivity of index system setting,lack of representativeness of respondents and lack of comparability of survey results.Conclusion：Suggestions for further development contained：controlling the expectation of patients by anchoring vignettes,determining the index system of patient satisfaction by Delphi method,improving the reliability and validity of the questionnaire through a pilot survey,reasonably sampling and establishing unified evaluation system.

关 键 词：患者满意度 卫生系统反应性 量表 场景锚定 

分 类 号：R197[医药卫生—卫生事业管理]