基层医疗机构出院病人满意度评价量表的制定  

Formulation for Satisfaction Evaluation Scale of the Discharged Patients from the Primary Medical Institutions

作　　者：吴辉[1] 丁宇[1] 赵香梅[1] 张合喜[1] 

机构地区：[1]新乡医学院公共卫生学院、河南省全科医学教育研究中心,河南省新乡市453003

出　　处：《中国全科医学》2015年第2期231-235,共5页Chinese General Practice

基　　金：河南省教育厅人文社会科学研究规划项目(2013-GH-089)

摘　　要：目的：制定适合河南省基层医疗机构的出院病人满意度的评价指标体系。方法参考国际上通用的满意度调查量表，结合2000年至今的国内相关研究，采用焦点小组讨论法和访谈法确定条目池。将初步确定的评价问卷以信函或电子邮件方式寄送给专家，采用3轮 Delphi 法确定满意度评价指标体系，形成调查问卷。采用 Delphi 法和层次分析法（AHP）相结合的方法确定权重，采用 Yaahp 软件计算权重；采用 SPSS 18.0统计软件计算调查问卷的信度和效度。结果经3轮专家咨询，最终确定1级指标5项，2级指标32项。1级指标间、1级指标内的2级指标间的一致性比率均＜0.1，3轮专家积极系数均＞85％，专家总体权威系数为0.84，专家咨询二级指标的变异系数为0.021~0.150，肯德尔和谐系数为0.4~0.5，说明专家咨询的可靠性较高。问卷 Cronbachˊs α系数为0.941，重测信度组内相关系数 ICC 均≥0.95，结构效度各项测评指标因子的共同度均≥0.4，因子分析显示6个因子解释了70.77％的总变异。结论本研究制定的量表专家可靠程度较高，有较好的信度和效度，可作为出院病人对基层医疗机构服务质量满意度的调查工具。Objective To formulate an index system suitable for evaluating the satisfaction of patients discharged from the primary medical institutions in Henan Province. Methods Making reference to the satisfaction survey table commonly used in the world,and literature review home from 2000 till now and using focus group discussion expansion method and interview method,item pools were developed and then sented the preliminary evaluation questionnaire by mail or E - mail to experts. The final satisfaction index system was determined through 3 rounds of Delphi method and so the survey questionnaire was formulated. The method of combining Delphi and analytic hierarchy process（AHP）was used to determine the weight,which was calculated by Yaahp software;SPSS 18. 0 statistical software was used to assess its reliability and validity. Results After three rounds of expert consultation,5 first class indicators and 32 second class indicator were determined. The consistency ratios between the first indicators and the second indicators were all 〈 0. 1;the positive coefficients of the experts in the 3 rounds were higher than 85% ;the overall expert authority coefficient was 0. 84;the variation coefficient of expert while consulting the second class indicators was 0. 021 - 0. 150;the Kendall coefficient of concordance was 0. 4 - 0. 5;which indicated higher reliability of the expert consultation. The Questionnaire total Cronbach ˊs alpha coefficient was 0. 941;the intra - class correlation coefficients （ICCs）of test - retest reliability were all≥0. 95;the common degrees of each evaluation index factor regarding construct validity were all≥0. 4;factor analysis showed that 6 factors explained 70. 77% of the total variance. Conclusion The evaluation scale formulated in this research has a higher expert reliability degree with better reliability and validity,so it can serve as a useful investigation tool for the discharged patientsˊ satisfaction with the service quality of the primary medical institutions.

关 键 词：病人满意度 基层医疗机构 问卷调查 

分 类 号：R197.3[医药卫生—卫生事业管理]