医疗服务患者满意度研究进展及问题思考  

Studying on the progress of research in patients' satisfaction on medical services and its problems

作　　者：钱宇[1] 王小合[1] 陈雅静[1] 张双竹 于彩勇 谷雨[1] 

机构地区：[1]杭州师范大学医学院,浙江杭州310036

出　　处：《中国卫生事业管理》2015年第2期105-107,共3页Chinese Health Service Management

基　　金：国家自然科学基金面上项目"基于社会治理视角的公立医院社会评价路径及策略研究"(编号:71273080);教育部人文社科研究青年基金项目"统筹城乡视角的基本医疗卫生服务均等化路径研究--以杭州市为例"(编号:YJC630054);浙江省大学生科技创新活动(新苗人才)计划项目"医疗服务患者满意度测评问题及实证研究"(编号:2013R421037)

摘　　要：患者满意度是衡量医疗服务质量及客观反映医疗机构社会效益的重要指标。文章综述国内外医疗服务患者满意度的概念、影响因素、评价模型、指标体系及测评工具的研究,发现诸多研究在理论阐述、测评模型构建及指标筛选等方面未深入分析患者的认知、心理及社会环境等有限理性因素对满意度测评结果的影响。基于此,文章展望引入有限理性理论进行医疗服务患者满意度研究设计,为医疗服务患者满意度测评深入研究提供新视野。Patients＇ satisfaction is an important index to objectively reflect medical service quality and its social benefit. Patients＇ satisfaction was reviewed from its concept, influencing factors, evaluation model, and index system at home and abroad. It can be concluded that influences from some limited rational factors such as cognition, psychology and social environment on the measurement of patients＇ satisfaction were not analyzed from some aspects of theory, model and indexes. It was hoped to introduce limited rational theory into research of design and measurement of patients＇ satisfaction on medical service.

关 键 词：医疗服务 患者满意度 研究进展 问题 

分 类 号：R197.3[医药卫生—卫生事业管理] R-05[医药卫生—公共卫生与预防医学]