患者满意度测评问题与治理路径思考  

Study of the challenges in the evaluation of patient satisfaction and the thinking of governance path

作　　者：郑国管 王小合[1] 钱宇[1,3] 汪慧[1] 任佳焌 陈洁 陶箐 ZHENG Guo-guan;WANG Xiao-he;QIAN Yu;WANG Hui;REN Jia-jun;CHEN Jie;TAO Jing(School of Medicine,Hang Zhou Normal University,Hangzhou Zhejiang 310036,China;Stomatology Hospital,School of Medicine,Zhejiang University,Hangzhou Zhejiang 310006,China;Hangzhou First People s Hospital,Hangzhou Zhejiang 310006,China)

机构地区：[1]杭州师范大学医学院,浙江杭州310036 [2]浙江大学医学院附属口腔医院,浙江杭州310006 [3]杭州市第一人民医院,浙江杭州310006

出　　处：《中国卫生政策研究》2019年第3期8-16,共9页Chinese Journal of Health Policy

基　　金：国家自然科学基金面上项目“社会协同治理视域下公立医院医患满意度测评及提升机制研究(71673075)”;“基于社会治理视角的公立医院社会评价路径及策略研究(71273080)”

摘　　要：患者满意度是评价医疗系统综合改革及治理成效和衡量医疗服务质量的重要指标。针对当前患者对医疗服务普遍不满意评价现状及其背后成因的深层次分析,本文在借鉴国内外研究成果和剖析患者满意度形成机理及其背后隐含多元主体监管治理特征的基础上,厘清患者满意度的概念及内涵;从医疗服务结构—过程—结果要素层面梳理与归纳出患者满意度内在维度;从政府—社会—医患层面挖掘社会医疗体制与政策、医院组织管理、社会医疗舆情、公众参与、患者认知等因素对患者满意度的潜在作用及影响;根据患者满意度内在维度—影响因素—职责分析—治理主体的双向作用逻辑思路,结合利益相关主体影响—参与—协同治理前沿理论,构建患者满意度测评与治理路径框架,并提出模型实证的研究展望。Patient satisfaction is the most important indicator for judging the comprehensiveness of medical system reform and the effectiveness of governance, and measuring the quality of healthcare services. In view of the fact that the patients are not satisfied with the current medical services and the in-depth analysis of the causes behind it, the paper clarifies the formation mechanism of patient satisfaction, and the governance characteristics of implied multi-subject supervision. It also clarifies the concept and connotation of patient satisfaction, summarizes the inherent dimensions of patient satisfaction from the perspective of the structure, process and results;analyzes the potential role and influence played by social health care system and policy, hospital management, social medical opinion, public participation, patient cognitive, etc. Based on the two-way logical thinking about dimensions, factors, responsibility, and stakeholder, this paper estabilish the patient satisfaction evaluation and governance path framework, and puts forward the model s empirical research outlook.

关 键 词：患者满意度 测评 利益相关主体 责任机制 治理路径 

分 类 号：R197[医药卫生—卫生事业管理]