医疗服务中顾客满意度的概念与评估

医疗服务市场的开放及医疗费用的上涨使病人在对医疗服务机构的选择上开始给予更多的关注。让顾客满意已成为继质量、价格之后的另一重要竞争因素。文章主要阐述了医疗服务中顾客满意度的含义、测量步骤以及研究顾客满意度的现实意义。     

住院病人满意度影响因素调查分析

目的为了了解病人对深圳市医疗服务的满意度情况和评价深圳市医疗服务质量.方法采用自行设计的调查问卷,对深圳市6家综合医院进行满意度调查.结果病人对医疗服务的总的满意度达到98.3%:三级和二级医院的满意度差别没有统计学意义;除选择医院原因、就诊科室、付费方式和居住地外,年龄、性别等人口学特征对满意度没有影响;护理人员态度等7个单项满意度指标对综合满意度有影响.结论要针对意向病人满意度的因素,加强管理,提高医疗服务质量.     

Catquest-8SF量表分析年龄相关性白内障患者的效果

目的：应用Catquest-8SF量表研究PHACO+SIOL植入术患者主观报告的效果,评估Catquest-8SF量表在中国北方白内障人群的适用性及其对白内障手术的敏感性。

方法：前瞻性临床病例随访研究。泰安市中心医院白内障患者术前和术后3mo完成面对面的Catquest-8SF量表填写。

结果：术前共120例白内障患者完成了Catquest-8SF量表。术前Catquest-8SF量表得分与术前双眼加权logMAR视力及年龄呈显著负相关(P<0.05),与文化程度呈正相关(P<0.001),无全身合并症的患者量表得分高于有全身合并症的患者(P<0.05)。102名(85%)患者完成术后3mo量表,单眼手术组和双眼手术组比较,术后视力均显著提高(t=10.404, P<0.001),术后量表得分均明显提高(P<0.001)。两组在量表得分提高值上差异无统计学意义。92.2%的患者对手术效果满意。满意度与量表得分的提高值显著相关(P<0.05)。

结论：中文版Catquest-8SF量表在我国北方ARC人群中适用性好,简短高效,可以作为白内障常规临床评估的一部分。     

Perceived future career prospects in general practice: quantitative results from questionnaire surveys of UK doctors

BackgroundThere are more studies of current job satisfaction among GPs than of their views about their future career prospects, although both are relevant to commitment to careers in general practice.AimTo report on the views of GPs compared with clinicians in other specialties about their future career prospects.MethodQuestionnaires were sent to the doctors at different times after graduation, ranging from 3 to 24 years.ResultsBased on the latest survey of each graduation year of the 20 940 responders, 66.2% of GPs and 74.2% of hospital doctors were positive about their prospects and 9.7% and 8.3%, respectively, were negative. However, with increasing time since graduation and increasing levels of seniority, GPs became less positive about their prospects; by contrast, over time, surgeons became more positive. Three to 5 years after graduation, 86.3% of those training in general practice were positive about their prospects compared with 52.9% of surgical trainees: in surveys conducted 12–24 years after graduation, 60.2% of GPs and 76.6% of surgeons were positive about their prospects.ConclusionGPs held broadly positive views of their career prospects, as did other doctors. However, there was an increase in negativity with increasing time since graduation that was not seen in hospital doctors. Research into the causes of this negativity and policy measures to ameliorate it would contribute to the continued commitment of GPs and may help to reduce attrition.     

A Rapid Review of the Factors Affecting Healthcare Students' Satisfaction with Small-Group,Active Learning Methods

Phenomenon: Problem-based learning (PBL) and other small-group, active learning methodologies have been widely adopted into undergraduate and postgraduate healthcare curricula across the world. Although much research has examined student perceptions of these innovative teaching pedagogies, there are still questions over which factors influence these views. This article aims to identify these key elements that affect healthcare student satisfaction with PBL and other small-group learning methods, including case-based and team-based learning. Approach: A systematic rapid review method was used to identify high-quality original research papers from the healthcare education literature from between 2009 and 2014. All papers were critically appraised before inclusion in line with published guidelines. Narrative synthesis was achieved using an inductively developed, thematic framework approach. Findings: Fifty-four papers were included in the narrative synthesis. The evidence suggests that, despite an initial period of negative emotion and anxiety, the perspectives of healthcare students toward small-group, active learning methods are generally positive. The key factors influencing this satisfaction level include (a) the facilitator role, (b) tutorial structure, (c) individual student factors, (d) case authenticity, (e) increased feedback, (f) group harmony, and (g) resource availability. Insights: Student satisfaction is an important determinant of healthcare education quality, and the findings of this review may be of value in future curriculum design. The evidence described here suggests that an ideal curriculum may be based on an expert-led, hybrid PBL model.     

Role Involvement and Well-Being in Middle-Aged Women

ABSTRACT

Objectives: The aim of this research was to shed light on the relation of social role experiences and health to well-being outcomes of 198 middle-aged (40–55 years old) Swiss women living in various familial contexts (double-track women, i.e., partnered working mothers, homemakers, single mothers, single women).

Results: Our results revealed that the way roles were experienced was primarily a function of a specific living context and satisfying social resources. Double-track women and homemakers showed the highest social role satisfaction rates and had better health and well-being outcomes than other women. Common to all groups was a considerable difference between actual and desired role investment.

Discussion: The findings are discussed in terms of a resource-oriented model of well-being.     

Legitimising and rationalising in talk about satisfaction with formal healthcare among bereaved family members

While there is a fair amount of knowledge regarding substantive features of end of life care that family members desire and appreciate, we lack full understanding of the process whereby family members formulate care evaluations. In this article we draw on an analysis of interview data from 24 bereaved family members to explicate how they interpret their experiences and formulate evaluations of end of life care services. Most participants wove between expressing and legitimising dissatisfaction, and qualifying or diffusing it. This occurred through processes of comparisons against prior care experiences and expectations, personalising (drawing on personal situations and knowledge), collectivising (drawing on conversations with and observations of others) and attempting to understand causes for their negative care experiences and to attribute responsibility. The findings suggest that dissatisfaction might be diffused even where care is experienced negatively, primarily through the acknowledgement of mitigating circumstances. To a lesser extent, some participants attributed responsibility to the ‘system’ (policy and decision‐makers) and individual staff members. The findings are discussed in relation to the theoretical understanding of satisfaction and evaluation processes and how satisfaction data might inform improvements to care quality.     

Gender Effects Following Repeated Administration of Cocaine and Alcohol in Humans

Meta-analysis is applied to aggregate-level studies that model the demand for cigarettes using static, myopic, or rational addiction frameworks in an attempt to synthesize key findings in the literature and to identify determinants of the variation in reported price elasticity estimates across studies. The results suggest that the rational addiction framework produces statistically similar estimates to the static framework but that studies that use the myopic framework tend to report more elastic price effects. Studies that applied panel data techniques or controlled for cross-border smuggling reported more elastic price elasticity estimates, whereas the use of instrumental variable techniques and time trends or time dummy variables produced less elastic estimates. The finding that myopic models produce different estimates than either of the other two model frameworks underscores that careful attention must be given to time series properties of the data.