患者住院满意度调查简易问卷的编制与评价  

The development and assessment of simple patient satisfaction questionnaire

作　　者：孙星河[1] 谢高强[2] 赵一飞[3] 武阳丰[2,3,4] 马长生[1] 杜昕[1] 

机构地区：[1]首都医科大学附属北京安贞医院,北京市安贞路2号100029 [2]北京大学临床研究所,北京市学院路38号100191 [3]北京大学医学部公共卫生学院流行病与卫生统计学系,北京市学院路38号100191 [4]中国乔治健康研究所,北京市知春路6号100088

出　　处：《中国医院》2014年第1期77-80,共4页Chinese Hospitals

基　　金：卫生部医政司项目-中国急性冠脉综合症临床路径研究Ⅲ期(CPACS-3)资助

摘　　要：目的：编制适合患者评价住院经历满意程度的简易问卷，并评价信效度。方法：参照美国HCAHPS和PRESS GANEY患者满意度调查问卷，制定简易问卷，涵盖住院手续、医疗技术、服务态度、疼痛管理、患者参与、环境及综合评价七个条目。对151名住院患者同时应用HCAHPS、Press Ganey和简易问卷调查，考察内部一致性信度、结构效度、标准效度，比较各问卷的应答率和可接受性。对70名出院患者，采用电话调查形式，间隔24~48小时重复调查。结果：住院患者：（1）内部一致性系数：简易问卷克朗巴哈α系数为0.86；（2）结构效度：因子分析选出3个主成分，累计方差贡献率79.06%；（3）标准效度：简易问卷总体评价条目与校标问卷总体评价领域相关系数在0.58~0.82之间；（4）可接受性：简易问卷总体应答率90.10%。出院患者验证重测信度：重测加权一致性系数κ范围0.76~0.92，Spearman相关系数范围0.769~0.931，各条目组内相关系数范围0.80~0.97。结论：简易问卷具有较好的重测信度、结构效度和标准效度，问卷精简，耗时少，可以用来评价住院患者对医疗服务的满意度。Objectives：To develop a simple patient satisfaction questionnaire and to assess its reliability and validity. Methods：A 7-item patient satisfaction questionnaire was developed with reference to the Hospital Consumer Assessment of Healthcare Providers and Systems Survey（HCAHPS） and Press Ganey Survey, including questions about admission, skills, attitude, pain controlling, environment and overall assessment. The internal consistency and validity were evaluated by a survey on 151 inpatients, using HCAHPS and Press Ganey Survey as references. The reliability of the questionnaire was assessed by a test-retest survey conducted among 70 patients within an interval of 24-48 hours. Results：（1）Test-retest reliability：Weighed Kappa indexes for items were from 0.96 to 0.92. Intraclass correlation coefficients were from 0.80 to 0.92 for items.（2）Internal consistency：Cronbach’s alpha was 0.86 for the whole scale.（3）Construct validity：The accumulated proportions of variances of the preceding three principal components was 79.06%.（4）Criterion validity：Spearman correlation coefficients of overall assessment of the questionnaire with those of HCAHPS and Press Ganey Survey were 0.58 to 0.82.（5）Acceptance：The response rate of the questionnaire was 90.10%, which cost 3.4 minutes to answer. Though people’s willingness to use these three scales were similar, the abbreviated questionnaire was simpler and better completed. Conclusion：The abbreviated questionnaire satisfied test-retest reliability and was highly correlated with HCAHPS and Press Ganey Survey. It had much fewer items, took less time while satisfied construction validity, internal consistency and responding rate. We suggested this questionnaire be used as a replicable tool to assess patient satisfaction of in-patient medical service.

关 键 词：医疗质量 患者满意度 问卷编制 

分 类 号：R473.74[医药卫生—护理学]