病人满意度调查研究中存在的问题及建议

Problems with patient satisfaction surveys and suggestions

当代管理理念和社会运动促使政府和服务提供者重视病人作为消费者的看法和体验。病人满意度调查作为一种常用工具,可从病人的视角考查医院的服务质量及患者对服务提供者的忠诚度, 并据此制定质量改进措施和服务发展策略。然而在满意度的测量和工具使用中仍存在诸多问题,如缺乏科学工具的选择和开发策略、缺乏标准化和分析基准、偏重护理服务而忽视医院服务的整体质量、缺乏心理测量学及适用性和实用性研究、实施过程中人为地引入偏移因素、调查结果表达过于简单、信息利用存在局限性等。建议制定满意度调查工具的选择和开发指南,建立区域性或全国基准,完善调查实施过程中的方案设计,改善调查结果的表达方式,并促进信息的合理利用。

Contemporary management ideas and social movements have impelled governments and service providers to value healthcare consumers' opinions and experiences. Patient satisfaction surveys have been used as a routine tool to measure a hospital's service quality from the patient's angle and patients' fidelity towards service providers. Quality improvement measures and service development strategies are consequently formulated. However, there still exist many problems in the research on and use of satisfaction surveys as a measurement tool, including lack of strategies for scientific tool selection and development, lack of standardization and analysis benchmarking, emphasis on nursing service at the expense of a hospital's overall service quality, lack of psychological surveying and research on applicability and practicability, artificially introduced bias factors in conducting the surveys, oversimplified presentation of survey results, and limited use of information, It is suggested that guidelines for tool selection and development be formulated, regional or nationwide benchmarking be established, plan designs in conducting the surveys be perfected, presentation of survey results be improved, and rational use of information be promoted.