门诊患者满意度测评量表的研制及验证研究

Development and Validation Studies of Outpatients' Satisfaction Assessment Scale

目的针对当前学术界及实践工作者聚焦关注的患者满意度测评,以及文献综述发现其门诊患者测评量表在医疗服务技术及费用核心要素设计上,普遍存在指标粗略、患者难以理性判断等问题,修正、研制、完善其测评量表并进行信、效度评价。方法运用文献资料及专题小组讨论法,从患者能够理性体验和客观判断的视角研制该量表,并对浙江省8家综合医院421名门诊患者进行问卷调查,采用内部一致性检验、Spearman相关分析和因子分析等方法评价量表的信、效度。结果量表总体的分半信度为0.96,Cronbach’sα系数为0.94,量表5个维度的Cronbach’sα系数在0.84~0.87之间;因子分析共提取"服务环境""服务效率""服务态度""服务技术""医疗费用"5个公因子,方差累计贡献率为71.66%。结论修正、研制的门诊患者满意度测评量表侧重及细化设计丰富了医疗服务技术及费用维度的条目内容,总体及各维度信、效度均较好,可作为医院门诊医疗服务效果社会评价及治理的参考工具。

Objective Based on the extensive attentions from the academics and practitioners on the outpatient satisfaction assessment scale,as well as literature review,it was found that the design of medical services technology and cost that the core elements indicator of outpatient assessment scale was rough,and outpatients were difficult to have judgment.Thus,to make up and research the assessment of scale and to evaluate its reliability and validity.Methods Developing the scale from the perspective of patients＇ rational experience and objective judgment,based on the literature and focus group discussion method.A total of 421 outpatients from 8 general hospitals in Zhejiang Province were investigated by self-administered scale.Internal consistency test,spearman correlation and factor analysis methods were performed to evaluate the reliability and validity of the scale.Results The split-half reliability of scale was 0.96;Cronbach＇s alpha coefficient was 0.94;each dimension Cronbach＇s alpha coefficient was between0.84 and 0.87;Factor analysis showed that service environment,service efficiency,service attitude,service technology,and medical expenses were five common factor,explaining 71.66% of the overall variance.Conclusion The focus and detailed design of amendments of outpatient satisfaction assessment scale enrich the content of the medical services technology and cost dimension index.The overall reliability and validity is good.This can be considered as a social evaluation and governance reference tool to evaluate outpatient medical services effect of public hospitals.