国外患者满意度专业化测评的现状及借鉴

Status and Enlightenment of Professional Assessment of Patient Satisfaction in Foreign Countries

患者满意度作为衡量医院公益性的重要指标,已经成为医院管理的重要组成部分,患者满意度测评结果的用途也越来越广。政府及办医主体使用患者满意度测评结果为行业管理提供依据,医院管理者运用患者满意度测评,为改进质量、改善服务提供指向。因此,不同的需求和用途对患者满意度测评提出不同的要求,患者满意度测评应朝着专业化分类方向发展。通过分析比较美国、澳大利亚、新加坡等患者满意度专业化测评的现状,总结归纳理论及实践经验,提出我国患者满意度测评专业化分类建议。

Patient satisfaction has become an important component of hospital management. The government and hospitals take it as the basis for the industrial management, and hospital managers use it to improve the quality and service. Therefore, different uses of the patient satisfaction assessment propose different requirements. The development of patient satisfaction assessment should be toward the professional classification. Through enumerating and analyzing, this paper compared the current situation of patient satisfaction in United States, Australia, Singapore, and put forward our advice on the professional classification of patient satisfaction assessment.