开发病人满意度测量工具的新思路——以RACGP全科医学服务满意度问卷为例

以往的病人满意度测量工具，或根据政府和医疗机构工作重点，或根据文献和研究者的观点，来决定满意度测量指标。澳大利亚全科医生学会（RACGP）根据消费者参与的原则，开发了全科医学服务病人满意度问卷。参与式问卷开发将有助于测量工具的有效性和测量结果对社区卫生／全科医学服务管理的支持。这种研究也促进了居民和社区参与，发挥其在社区卫生服务质量改善中的作用。本文对RACGP的病人满意度测量工具开发方法进行介绍，以期为完善中国的全科医学服务病人满意度测量工具提出技术建议。

New Perspective of Measurement Tool Development-General Practice Satisfaction Questionnaire as Example

Most available patient satisfaction measurement tools are developed based on priority of government administration, and/or academic perspectives and literature review. Based on principle of consumer participation, Australian colleagues developed a patient determined satisfaction tool for RACGP. Patients were consulted through focus group discussions; while their opinions were aggregated as 39 items which reflect most satisfied or most dissatisfied aspects of general practice. A new questionnaire, based on patient opinion, was tested through a survey, and then implemented in all RACGP members. Consumer involvement in measurement tool development could improve relevant of tool and effectiveness of support to general practice quality management. The participation also promoted consumer and community involvement in health planning and policy research. In this article, authors introduced Australian experience and provided suggestion on further opportunity of research in China.