中国医院住院患者体验和满意监测量表的开发研究:量表的初步形成  

Development of the Scale for Chinese Hospital Patient Experience and Satisfaction Monitoring:Initial Formation of the Scale

作　　者：黄森[1] 王江蓉[1] 张拓红[1] 孟琴琴[1] 冯皓[1] 杨辉[2] Shane Thomas 

机构地区：[1]北京大学公共卫生学院,北京100191 [2]Monash大学医学护理与卫生科学部

出　　处：《中国医院管理》2011年第10期13-15,共3页Chinese Hospital Management

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])

摘　　要：目的开发适合中国医院应用的住院患者体验与满意监测量表。方法通过检索国内外的相关文献,收集国外成熟的满意度量表,结合国内现有的量表,通过专家组对条目进行筛选并修正。结果研制出的CHPESM量表包含可及入院、一般住院服务、治疗服务、意见管理、环境与后勤以及出院指导6个维度28个核心条目,均采用Likert 5级评分法。结论 CHPESM量表具有较好的内容效度。Objective To develop a suitable measurement scale for Chinese hospital patient experience and satisfaction monitoring.Methods Literature review was used to collect maturity scales abroad.Items of the scales were screened and modified by the experts referring to domestic scales.Results The scale was consisted of 6 domains： access and admission,general inpatient service,treatment information,complaints and advices management,physical environment,and discharge and follow-up.Likert score by five was used for all the items.Conclusion CHPESM scale possesses good content validity.

关 键 词：患者满意度 患者体验 质量改进 量表 

分 类 号：R197.3[医药卫生—卫生事业管理]