中国部分医院患者体验和满意监测工具应用比较分析  

Comparative analysis of applying patient experience and satisfaction survey(VPSM) tool in Chinese hospitals

作　　者：王江蓉[1] 黄森[1] Shane Thomas 杨辉 张拓红[1] 

机构地区：[1]北京大学公共卫生学院,北京100191 [2]School of Primary Health Care,Monash University

出　　处：《北京大学学报（医学版）》2011年第3期397-402,共6页Journal of Peking University:Health Sciences

基　　金：中国医院协会2009~2010年度医院管理研究项目基金[CHA-3-2010-048(049)]资助~~

摘　　要：目的:患者体验和满意调查已被认为是收集患者对医疗服务的评价信息和促进医疗服务质量改善的重要方法,2005年至2009年,北京和广西共50余家医院使用本土化的澳大利亚维多利亚州患者满意度监测工具(victorian patient satisfaction monitoring,VPSM)进行了满意度测量,比较分析当前本土化VPSM在我国医院应用情况,为其进一步应用提供参考建议。方法:采用文献研究方法,收集2005年至2009年以来公开或未公开发表的VPSM医院调查方案和监测报告,比较各次调查的操作过程和调查结果,分析优势与不足。结果:各次调查方法大致相同,但问卷结构、提醒感谢信发放、数据采集分析机构等略有差异;调查结果的稳定性和医院间可比性较好,但结果报告形式不够统一,总体上调查逐渐规范。长期监测能够发现医院服务质量的变化,对医院服务质量改进有参考意义。结论:各次调查验证了本土化VPSM工具的优势特点,但仍存在问题,有待进一步本土化和扩大调查范围。Objective：Patient experience and satisfaction survey has been regarded as an important method of collecting patients＇ opinions on medical services and improving the quality of management.From 2005 to 2009,Australia Victorian patient satisfaction monitoring,VPSM,was introduced,localized and adopted by over 50 Chinese hospitals.To compare and analyze each localized applications of VPSM and submit suggestions for further applications.Methods：The paper adopted the way of document research.The researchers collected all of the published and unpublished investigation plans and monitoring reports during these five years,compared the operations and the results of investigations and indicated the advantages and weaknesses.Results：In respect of methods,they were similar but showed some small differences in details such as the questionnaire structure,the reminding letter and the organization of data acquisition and analysis.The localized VPSM was gradually moving towards standardization.The monitoring was able to find the changing of medical services and provided the referential information for management.Conclusion：The localization of VPSM is still on its way and it needs improving by means of extending application.

关 键 词：患者满意度 卫生保健质量 评价研究 中国 

分 类 号：R197.1[医药卫生—卫生事业管理]