北京两所医院运用VPSM进行住院病人满意和体验调查的结果比较

目的采用澳大利亚的病人满意和体验监测工具(VPSM),对住院病人满意度进行测量,检验该工具在中国医院质量改进过程中的适用性,并提示中国医疗服务质量的改进重点。方法北京两所医院按照VPSM方法学,独立地测量住院病人的满意和体验。结果统计学检验结果显示,两医院间满意度和各质量指数差别无显著性。两医院的结果均低于澳大利亚的测量结果,不排除被调查病人性别和年龄结构的影响。讨论VPSM在北京两医院的测量结果显示了其测量的稳定性及对医疗服务管理中薄弱环节的展示功能,是辅助医疗服务质量改进工作的有力工具。在机构间或国际间比较时,应该考虑到病人年龄、性别和付费方式的影响。

Comparison of Patient Satisfaction and Experience survey through VPSM in Two Hospitals in Beijing

Objective To assess the quality and practicability of Victorian Patient Satisfaction Monitor in two hospitals in Beijing,and to provide evidence for hospital quality improvement.Methods Following instruction of VPSM,discharged pa- tients were systematically selected.Questionnaires were mailed to patients' home.Data was collected and analyzed by an inde- pendent agency.Overall satisfaction and quality indexes were estimated and statistically tested (chi square test and ANOVA). Results No statistic significances found between the two hospitals.Comparing with VPSM in State of Victoria,all indexes and patient satisfaction of the two hospitals are lower than that in Australia.The international difference is partially related with dif- ferent structure of age,gender and payment of respondents of the two countries.Discussion Localized VPSM presented its re- liability and practicability in the two hospitals.Findings of the monitors also demonstrated priorities of hospital quality improve- ment.The study suggested the VPSM could be introduced in Chinese hospitals as useful tool of quality management.While in- terpreting VPSM results,age,gender and payment method should be controlled in inter-agency and/or international compari- son.