患者满意度测评的困境分析

Analysis of difficulties in patient satisfaction evaluation

患者满意度测评是医院管理中的重要手段，但由于医疗领域具有服务性、专业性、一定的公益性等特点，使得患者满意度测评在医院管理实践中遇到了结果可信度和应用有效性等方面的质疑。作者从理论、制度和技术3个视角，总结患者满意度测评面临的问题，并从提高测评结果可信度和认可度、增强测评结果应用有效性两个方面，提出相应的政策建议。

Patient satisfaction evaluation is an important approach in hospital management. Since the health services have traits of service, specialty and some extent of public welfare, patient satisfaction evaluation meets doubts about the reliability of its results and the effectivity of its application in hospital management practice. The paper summarizes the difficulties in patient satisfaction evaluation from perspectives of theory, institution and technology, and puts forward some suggestions on improving the reliability of evaluation results and enhancing the effectivity of application of evaluation results.