患者满意度综合评估现状研究  

A Review of Comprehensive Assessment of Patient Satisfaction

作　　者：江丽丽[1] 孔桂兰[2] 殷晓峰[3] 王天兵[3] 胡永华[1,2] 马谢民[1] 

机构地区：[1]北京大学医学部公共卫生学院,北京100191 [2]北京大学医学信息学中心,北京100191 [3]北京大学人民医院,北京100044

出　　处：《中国卫生质量管理》2016年第1期55-58,共4页Chinese Health Quality Management

基　　金：国家自然科学基金项目(81301296);教育部人文社科基金资助(13YJC630066);教育部科技委战略研究重点项目(JKWZ-14-4)

摘　　要：目的探讨患者满意度测量工具的标准化和综合评估方法的科学性。方法通过文献检索的方法,回顾了4种国外典型的住院患者满意度测量工具的特点以及国内患者满意度测量工具的现状,并探讨了传统综合评估方法的优缺点。结果国外测量工具设计理念各有侧重,已被广泛采纳;我国建立统一制式的标准工具比较困难。传统评估方法大多数适用于定量资料,确定权重时主观性强。结论借鉴国外经验,开发适合所有医院的核心条目集。将新的决策理论和方法引入患者满意度综合评估中,可以弥补传统评估方法的不足。Objective To discuss the standardized tools and the scientific methods for patient satisfaction survey and evaluation. Method Through literature retrieval, the paper reviewed four foreign typical inpatient satisfaction questionnaires＇ characteristics and the domestic situation of patient satisfaction research, analyzed the advantages and disadvantages of the traditional comprehensive assessment methods. Result Different foreign measurement tools have different design concepts, which have been widely adopted. It＇ s difficult to establish a unified standard questionnaire in China. Most traditional evaluation method is suitable for quantitative data and is subjectivity when determining the weight. Conclusion A core set of items for all hospitals could be developed by drawing on the experience of foreign scholars. Furthermore, an introduction of new decision theory and methods into patient satisfaction evaluation could complement the deficiency of traditional assessment methods.

关 键 词：患者满意度 测量工具 综合评估 

分 类 号：R197.323[医药卫生—卫生事业管理]