Patients' experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care
Patients' experiences and satisfaction with health care: results of a questionnaire study of specific aspects of care
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DOI：
10.1136/qhc.11.4.335
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发表时间：
2002-12-01
影响因子：
--
通讯作者：
Chandola, T
中科院分区：
文献类型：
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作者：
Jenkinson, C;Coulter, A;Chandola, T
目的：确定医疗保健提供的哪些方面最有可能影响对护理的满意度和向他人推荐医院服务的意愿，其次，探讨满意度在多大程度上是患者对医疗保健服务体验的一个有意义的指标。设计：对接受一段时间住院治疗的患者样本进行邮寄调查。患者被要求评估他们对这一段护理的总体体验，并完成关于他们护理具体方面的Picker住院患者调查问卷。样本：18岁及以上的患者在苏格兰一个NHS信托的五家医院就诊。方法：在12个月的时间里，向患者出院后1个月内邮寄问卷3592份。两次提醒发送给无应答者；共回收问卷2249份（65%）。结果：近90%的受访者表示对住院期间的护理感到满意。年龄和总体自我评估的健康状况与满意度只有微弱的关联。多元线性回归表明，患者满意度的主要决定因素是身体舒适、情感支持和对患者偏好的尊重。然而，根据Picker住院病人调查，许多对他们所接受的护理表示满意的病人也表示他们的住院护理存在问题；55%的受访者认为他们的住院经历是“优秀的”，在Picker问卷调查中，有10%的问题表明存在问题。讨论：证据表明，患者满意度评分呈现出有限和乐观的画面。关于患者经历的具体方面的详细问题可能对监测医院各部门和病房的绩效更有用，并可能指出改善医疗保健服务的方法。
Objective: To determine what aspects of healthcare provision are most likely to influence satisfaction with care and willingness to recommend hospital services to others and, secondly, to explore the extent to which satisfaction is a meaningful indicator of patient experience of healthcare services.Design: Postal survey of a sample of patients who underwent a period of inpatient care. Patients were asked to evaluate their overall experience of this episode of care and to complete the Picker Inpatient Survey questionnaire on specific aspects of their care.Sample: Patients aged 18 and over presenting at five hospitals within one NHS trust in Scotland.Method: 3592 questionnaires were mailed to patients' homes within 1 month of discharge from hospital during a 12 month period. Two reminders were sent to non-responders; 2249 (65%) questionnaires were returned.Results: Almost 90% of respondents indicated that they were satisfied with their period of inpatient care. Age and overall self-assessed health were only weakly associated with satisfaction. A multiple linear regression indicated that the major determinants of patient satisfaction were physical comfort, emotional support, and respect for patient preferences. However, many patients who reported their satisfaction with the care they received also indicated problems with their inpatient care as measured on the Picker Inpatient Survey; 55% of respondents who rated their inpatient episode as "excellent" indicated problems on 10% of the issues measured on the Picker questionnaire.Discussion: The evidence suggests that patient satisfaction scores present a limited and optimistic picture. Detailed questions about specific aspects of patients' experiences are likely to be more useful for monitoring the performance of various hospital departments and wards and could point to ways in which delivery of health care could be improved.