病人满意感研究述评

A review on the research of patient satisfaction

当代质量管理理念和消费者权益运动对医院质量管理产生了重要影响,各国政府和医疗卫生服务部门非常重视病人作为消费者的看法和体验。病人满意感调查作为医疗服务质量评价的工具之一,得到了广泛的应用。研究表明,病人满意感测量受到病人心理状态、过去经验、社会文化、情景等诸多因素的影响,而且是一个多维度的概念。在如何界定病人满意感,如何解释和利用测量结果方面,还存在学术上和实践上的争论。为了充分发挥满意感调查的监察、结果评价、质量保证和质量提升等多方面的作用,研究者开始关注病人满意感研究中存在的测量工具、方法学以及角度问题。

Contemporary management ideas and consumer right movements have impelled govemments and medical service providers to value patients as healthcare consumers＇ opinions and experiences. patient satisfaction surveys have been used as a routine tool to measure a hospital＇s service quality .It suggested that patient satisfaction could be influenced by patients＇ psychological status ,prior and practical fields on its definition,and the explanation and application of the results .In order to promote its function of inspection,evaluation ,quality assuring and improving ,researchers have began to pay attention to research tools ,methodological issues and the angles it represents.