基于医院管理部门开展的患者满意度调研测评工具研究  

A survey of patient satisfaction research tools based on hospital management

作　　者：张莎[1] 闫韬 姜春 刘宝花[1] ZHANG Sha;YAN Tao;JIANG Chun;LIU Baohua(School of Public Hospital, Peking University Health Science Center, No.38, Xueyuan Road, Haidian District, Beijing, 100191, PRC.)

机构地区：[1]北京大学公共卫生学院,北京市海淀区学院路38号100191 [2]北京市朝阳区医管中心,北京市朝阳区左家庄前街3号100028

出　　处：《中国医院》2018年第5期41-44,共4页Chinese Hospitals

摘　　要：目的:构建患者满意度评价工具并验证其信效度。方法:使用文献检索法初步构建患者满意度评价指标体系,经20名专家两轮德尔菲法咨询后确定指标体系,形成调查问卷并通过现场调查验证其信效度。结果:经2轮德尔菲法专家咨询,建立了一套患者满意度评价问卷。2轮咨询专家积极系数分别为100%和95%,专家平均权威程度为0.80,指标的总体协调系数为0.61(P<0.05)。问卷分为门诊患者满意度和住院患者满意度2套,其中门诊包括5个二级指标24个三级指标,住院包括6个二级指标25个三级指标。经验证,门诊和住院问卷信度分别0.934和0.825,效度球型检验结果P<0.01,信效度较高。结论:初步构建的患者满意度测评工具科学合理,专家代表性强,权威程度高,协调性好;问卷的信效度较高,可应用于实践。Objectives： To establish a patient satisfaction assessment tool and measure its reliability and validity. Methods： Literature analysis was used to establish evaluation index system on patient satisfaction firstly. And Delphi method was carried out to revise index system through 2 rounds questionnaire consulting from 20 experts. The reliability and validity of index system were tested by field investigation. Results： A patient satisfaction research evaluation system was built after 2 rounds of Delphi. The positive coefficient of experts in 2 rounds were 100% and 95%, respectively. The average authority degree of experts were 0.80, and the coordination coefficient of expert in the total index was 0.61（P 0.05）. The index system of patient satisfaction included in-patient and out-patient. Out-patient satisfaction index system included 5 second-level index and 24 third-level index, in-patient satisfaction included 6 second-level index and 25 third-level index. It showed that the reliability of questionnaire for in-patient and out-patient were 0.934 and 0.825, respectively. The Barlett test was P 0.01. Conclusions： The representativeness, authority degree and coordination of expert were good. The tentatively established evaluation index system on patient satisfaction was scientific and reasonable. The questionnaire＇s reliability and validity were high and could put into use.

关 键 词：患者满意度 德尔菲法 指标体系 信度 效度 

分 类 号：R195.1[医药卫生—卫生统计学]