患者满意度测量方法探讨

分析了当前患者满意度研究的现状,根据医疗服务的特殊性提出适合我国国情的患者满意度模型,结合实证研究建立了患者满意度评价指标体系,内容包括患者需求结构、评价项目以及项目的权重、等级,并对患者满意度调查的实施程序进行了探讨.指出科学的测量方法是患者满意度评价实施的前提和保证,有利于评价的标准化,有助于医院了解患者,以便采取有针对性的措施来提高患者满意度.

On the measurement methodology of patient satisfaction

This thesis analyzes the current study on patient satisfaction, and introduces a patient satisfaction model to fit the specifies of medical services in hospitals in China. Based on a demonstration research, it established an evaluation index system for patient satisfaction. Such a system covers patient requirements makeup, evaluation items, the weight and grading of these evaluation items. It puts that a scientific measurement method assures a successful patient satisfaction evaluation, facilitates its standardization, and helps the hospital in question to know better its patients, which may suggest specific measures to improve patient satisfaction.