基于“医院顾客满意度指数模型”的门诊患者满意度问卷编制及评价

The design and assessment of outpatient satisfaction questionnaire based on hospital client satisfaction index model

目的:为评价医院门诊患者满意度提供合适的测评问卷,并评价其信效度。方法:在文献回顾和专家咨询的基础上,以"医院顾客满意度指数模型"为指导编制问卷初稿,选取北京市某三甲医院3612例门诊患者进行现场调查,进而评价问卷的内容效度、结构效度、内部一致性及折半信度。结果:最终形成的门诊患者满意度问卷包含12个因子33个条目,解释总变异的72.0%,总体Cronbach’sα系数为0.962。结论:形成了具有较高信效度的门诊患者满意度问卷,为门诊患者满意度的测评提供了可靠工具。

Objectives: To test the reliability and validity of outpatient satisfaction questionnaire. Methods: A questionnaire was designed based on the literature review and expert consultant, using the hospital client satisfaction index as a framework. 3612 out-patients in a top tertiary hospital were recruited to finish the questionnaire. The data were used to assess the inter-scorers reliability and validity. Results: The questionnaire involves 33 items belonging in 12 factors were shaped, of which, the total factors accounted for 72.0% of the variance and the correlation coefficient of the questionnaire is 0.962. Conclusion: The reliability and validity of the out- patient satisfaction questionnaire is qualified and the questionnaire could be used as an ef ective tool to measure the satisfaction status of out-patients.