Questioning patient satisfaction: An empirical investigation in two outpatient clinics
Questioning patient satisfaction: An empirical investigation in two outpatient clinics
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DOI：
10.1016/s0277-9536(96)00140-2
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发表时间：
1997-01-01
影响因子：
5.4
通讯作者：
Arthur, A
中科院分区：
文献类型：
--
作者：
Avis, M;Bond, M;Arthur, A
尽管患者满意度是评估医疗服务时常用的衡量标准，但对其有效性的质疑挥之不去。本文将研究满意度模型，该模型假设患者通过比较他们的护理经验和他们先前的期望来判断他们的满意度水平，报告了一项基于访谈的研究，研究了心脏病学和呼吸医学门诊患者的观点。研究结果表明，广泛使用的病人满意度模型只提供了有限的理解方式，病人评估他们的护理。这篇论文指出了测量患者满意度的问题，并鼓励采用不那么结构化的方法来获取患者的意见。版权所有爱思唯尔科学有限公司
Although patient satisfaction is a commonly applied measure when evaluating health services, there are lingering doubts about its validity. This paper will examine the model of satisfaction which presumes that patients judge their level of satisfaction by comparing their experience of care with their prior expectations by reporting on an interview-based study of patients' views in a cardiology and respiratory medicine outpatient clinic. The findings of the study suggest that the widely used model of patient satisfaction provides only limited understanding of the way that patients evaluate their care. The paper identifies problems with the measurement of patient satisfaction, and encourages less structured approaches to obtaining patients' views. Copyright (C) 1997 Elsevier Science Ltd