Measuring patient expectations - Does the instrument affect satisfaction or expectations?
Measuring patient expectations - Does the instrument affect satisfaction or expectations?
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DOI：
10.1097/00005650-200101000-00011
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发表时间：
2001-01-01
期刊：
影响因子：
3
通讯作者：
Tulsky, JA
中科院分区：
文献类型：
--
作者：
Peck, BM;Asch, DA;Tulsky, JA
背景。患者期望的满足可能会影响医疗保健的利用，影响患者满意度，并可用于表明护理质量。已经使用了几种不同的工具来衡量期望，但对于不同的评估方法如何影响结果却知之甚少。 目的。该研究的目的是确定不同的测量仪器是否会引起不同数量和类型的期望以及不同水平的患者满意度。设计。等待就诊的患者被随机分配接受两种常用工具中的一种评估期望，或者被分配到不询问期望的第三组（对照组）。访问结束后，所有 3 组的患者都被问及他们的满意度和所接受的服务。主题。研究对象是 VA 全科医学诊所的 290 名男性初级保健门诊患者。 “短”工具询问对测试、转诊和新药物的 3 个一般期望，而“长”工具则将类似的问题嵌套在更详细的列表中。两种文书的措辞也有所不同。这个简短的仪器询问患者想要什么；长仪器询问患者他们认为医生需要做什么。通过针对就诊的调查问卷和对医生人际交往能力的更全面的评估来衡量满意度。结果。接受长器械的患者更有可能表达对测试的期望（83% vs. 28%，P
BACKGROUND. Fulfillment of patients' expectations may influence health care utilization, affect patient satisfaction, and be used to indicate quality of care. Several different instruments have been used to measure expectations, yet little is known about how different assessment methods affect outcomes.OBJECTIVE. The object of the study was to determine whether different measurement instruments elicit different numbers and types of expectations and different levels of patient satisfaction.DESIGN. Patients waiting to see their physician were randomly assigned to receive I of 2 commonly used instruments assessing expectations or were assigned to a third (control) group that was not asked about expectations. After the visit, patients in all 3 groups were asked about their satisfaction and services they received.SUBJECTS. The study subjects were 290 male, primary care outpatients in a VA general medicine clinicMEASURES. A "short" instrument asked about 3 general expectations for tests, referrals, and new medications, while a "long" instrument nested similar questions within a more detailed list. Wording also differed between the 2 instruments. The short instrument asked patients what they wanted; the long instrument asked patients what they thought was necessary for the physician to do. Satisfaction was measured with a visit-specific questionnaire and a more general assessment of physician interpersonal skills.RESULTS. Patients receiving the long instrument were more likely to express expectations for tests (83% vs. 28%, P