住院患者满意度测量问卷与患者就医体验调查问卷的比较研究  

A Comparative Study of Inpatient Satisfaction Questionnaire and Patient Experience Questionnaire

作　　者：吴怡雪 韩芷晴 童莺歌[1] 顾利慧 陈思亦 赖善缘 陈子怡 尉烨玲 叶雨哲 陈彩微 夏云[4] WU Yixue;HAN Zhiqing;TONG Yingge(School of Nursing,Hangzhou Normal University,Hangzhou,Zhejiang,311121,China;不详)

机构地区：[1]杭州师范大学护理学院,浙江杭州311121 [2]浙江大学医学院附属杭州市西溪医院,浙江杭州310023 [3]永嘉县人民医院,浙江温州325199 [4]浙江大学医学院附属杭州市肿瘤医院,浙江杭州310005

出　　处：《中国卫生质量管理》2023年第6期52-56,62,共6页Chinese Health Quality Management

基　　金：浙江省医药卫生科技计划项目(编号:2023KY975);浙江省软科学研究计划项目(编号:2022C35075);2021年杭州市卫生科技计划重大项目(编号:Z20210058)。

摘　　要：目的分析住院患者满意度测量问卷与患者就医体验调查问卷(howRwe-C问卷)的相关性,比较两者在住院患者中的应用情况,以优化满意度调查问卷的可读性。方法筛选住院患者满意度测量问卷与howRwe-C问卷相匹配的条目,邀请5名专家评价两种问卷的条目匹配度,根据专家意见形成满意度测量问卷匹配版;应用两种问卷对浙江省6家二级、三级医院的234名住院患者开展调查,比较两种问卷的相关性、可读性和作答协助情况。结果满意度测量问卷匹配版共有10个条目与howRwe-C问卷匹配。两种问卷的Spearman相关系数为0.587(P<0.05);howRwe-C问卷较满意度测量问卷匹配版的总体可读性高(P<0.05);相较满意度测量问卷匹配版,健康素养不足的患者填写howRwe-C问卷时更不需要协助。结论howRwe-C问卷较满意度测量问卷匹配版更适用于健康素养不足的住院患者,医疗机构可参照howRwe-C问卷改进住院患者满意度测量问卷,以适用于健康素养不足患者的满意度评价。Objective To analyze the correlation between the inpatient satisfaction measurement questionnaire and the patient medical experience questionnaire(howRwe-C questionnaire),and compare the application of the two questionnaires in inpatients,so as to optimize the readability of the satisfaction questionnaire.Methods The matching items of inpatient satisfaction measurement questionnaire and the howRwe-C questionnaire were screened,and 5 experts were invited to evaluate the matching degree of the two questionnaires,and the matching version of satisfaction measurement questionnaire was formed according to the experts'opinions.Two kinds of questionnaires were used to investigate 234 inpatients from 6 secondary and tertiary hospitals in Zhejiang Province.The correlation,readability and assistance in answering the two questionnaires were compared.Results A total of 10 items in the matching version of the satisfaction measurement questionnaire matched the howRwe-C questionnaire.Spearman correlation coefficient of the two questionnaires was 0.587(P<0.05).The overall readability of howRwe-C questionnaire was higher than that of the matching version of satisfaction measurement questionnaire(P<0.05).Compared with the matching version of the satisfaction measure questionnaire,patients with poor health literacy did not need assistance to fill out the howRwe-C questionnaire.Conclusion The howRwe-C questionnaire is more suitable for inpatients with poor health literacy than the matching version of the satisfaction measurement questionnaire.Medical institutions can improve the satisfaction measurement questionnaire of inpatients with poor health literacy by referring to the howRwe-C questionnaire,so as to be suitable for the satisfaction evaluation of patients with poor health literacy.

关 键 词：住院患者 满意度 患者体验 问卷 可读性 服务质量 

分 类 号：R197.323[医药卫生—卫生事业管理]