Patient surveys-A key to organizational change?
Patient surveys-A key to organizational change?
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DOI：
10.1016/j.pec.2009.08.017
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发表时间：
2010-03-01
影响因子：
3.5
通讯作者：
Kofoed, Poul-Erik
中科院分区：
文献类型：
--
作者：
Riiskjaer, Erik;Ammentorp, Jette;Kofoed, Poul-Erik
目的：目的是调查医院管理层是否认为半定制的患者满意度调查有用，并探索其在低组织层面随着时间的推移对质量改进可能产生的影响。方法：数据收集来自三个来源：（1）在丹麦一个县的八家公立医院进行的患者调查，共有2200张床位;（2）由医院和临床部门经理完成的问卷调查;（3）来自县管理信息系统的数据。不良结果似乎是一种改善的激励，除非受到患者周转率波动的阻碍。接受的病人调查作为一种方式来产生变化随着时间的推移而减少。结论：病人调查可能是一种激励变化，如果：（1）他们有足够的有效性;（2）反馈是详细的组织层面和单位有显着低于可比单位的分数;和（3）有明显的行动来解决问题。对于医院内的小组织单位，应分析定性和定量结果。让医疗专业人员参与调查系统的设计和评价，可以提高调查的实用性。(C)2009爱思唯尔爱尔兰有限公司保留所有权利。
Objective: The objective was to investigate whether semi-customized patient satisfaction surveys are seen as useful by hospital management, and to explore their possible effects on quality improvement over time at a low organizational level.Methods: Data were collected from three sources: (1) patient surveys administered in eight public hospitals with a total of 2200 beds in a Danish county; (2) questionnaires completed by the hospital and clinical department managers; and (3) data from the county's Management Information System.Results: Patient satisfaction surveys were widely accepted as a tool for change. Bad results seemed to be an incentive for improvement unless hindered by fluctuation in patient turnover. Acceptance of the patient surveys as a way to generate change diminished over time.Conclusion: Patient surveys may be an incentive for change if: (1) they have sufficient validity; (2) feedback is detailed on an organizational level and the units have significantly lower scores than comparable units; and (3) there are obvious actions to address the problems.Practical implications: Both qualitative and quantitative results should be analyzed for small organizational units within hospitals. Perceived usefulness of the surveys may be increased by involving medical professionals in the design and evaluation of the survey system. (C) 2009 Elsevier Ireland Ltd. All rights reserved.