综合医院门诊病人满意度量表研制初探

Preliminary study on a satisfaction rating scale of outpatients in general hospitals

目的编制一份综合医院门诊病人满意度量表，用于医院门诊医疗质量的评价。方法以杭州市级4所综合医院内外科门诊病人为调查对象，应用统计学和心理学方法评价量表的信度和效度。结果量表的条目应答率为98．82％，有效率为96．8％，量表的内部一致性系数为0．76～0．87，量表的构成与管理实际相吻合，因素内相关性强于因素间相关性，支持内容效度；经因子分析，因子负荷和结构与量表结构吻合，支持结构效度。结论本量表各信效度指标均达到了心理测量学的要求，可以用于门诊病人满意度的评价，为评价医院医疗质量提供依据.

Objective To draw up a satisfaction rating scale utilized by outpatients in general hospitals, for the quality evaluation of the out-patient service. Methods Outpatients at four municipal general hospitals in Hangzhou City were as the subjects. The validity and reliability of the rating scale were estimated. Results The response rate to items was 98.82% , and valid rate reached 96.8% ,the internal consistency coefficient was in the range of 0.76 to 0.87. The composition of the scale conforms well to the management practice, the relativity inside the factor was stronger than the relativity among the factors, which supported the contents validity. Factor analysis results demonstrated that both the factor loads and structures were consistent with the structures of the rating scale, which supported the structure validity. Conclusion All of validity indexes of the rating scale meet the requirements of psychometrics. This scale is practicable to estimate the satisfaction of outpatients to the service they received, and provides valuable evidence to estimate the quality of hospital therapeutic services.