澳大利亚病人满意度监测的政策和技术价值

Values of Australian patient satisfaction monitoring on political and technical perspectives

以维州住院病人满意度监测为例,讨论澳大利亚如何运用病人满意度监测信息,对社会卫生政策和医疗服务系统产生影响。文章认为病人满意度监测可以作为政府绩效的证据,用来完善政府管制措施,确定优先卫生政策,建立利益集团之间的信任,实现病人权利。满意度监测可以有效地减少医疗负性事件,给管理者提供自身比较和同行学习的机会,优化病人管理措施。在讨论满意度监测的局限性后,作者提出要从观念转变、政策协调、技术研制、实践检验、持续完善等战略着手,重视政策、技术和时间的投入,使满意度研究发挥出应有的作用。

Authors explored value - added effects of Australian patient monitoring. Information provided through VPSM is recognised as evidence of government performance, health service governance, and prioritising health policy. Patient monitoring process also strengthens trust among stakeholders and realise patient rights. In technical perspective, patient - provider communication through monitoring can protect clinicians against adverse events and effectively manage patient complaints. VPSM is recognised as useful benchmarking tool which provide chances of comparison and learning. Authors suggested Chinese patient satisfaction study focus on changing manager＇s attitude, policy coordination, technical development, practical examination and continue improvement, so as maximise efforts of patient involvement.