Assessment of patient satisfaction: development and refinement of a service evaluation questionnaire.
Assessment of patient satisfaction: development and refinement of a service evaluation questionnaire.
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DOI：
10.1016/0149-7189(83)90010-1
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发表时间：
1983-01-01
影响因子：
1.6
通讯作者：
Stegner, B L
中科院分区：
文献类型：
--
作者：
Nguyen, T D;Attkisson, C C;Stegner, B L
作者和他们的同事进行了一系列的七项研究，以产生一个有效的服务满意度的衡量标准，可以很容易地与症状水平，人口统计学特征，服务利用的类型和程度。由此产生的措施，服务评价问卷（SEQ）是一个简短的，全球性的指数，具有良好的内部一致性和坚实的心理测量属性。从一个广泛的SEQ实地研究的数据可以作为比较基础，为未来的应用程序的两个SEQ组件规模，CSQ-8和SCL-10。从这一系列研究中出现了一个新的假设，将指导未来的研究：当提供明确治疗的技术能力尚未充分发展，评估治疗效果的标准尚未明确时，服务接受者可能会发现，面对重要的护理----无论多么无效----很难正式表达不满。
A series of seven studies was conducted by the authors and their colleagues to produce an efficient measure of service satisfaction that can easily be related to symptom level, demographic characteristics, and type and extent of service utilization. The resulting measure, the Service Evaluation Questionnaire (SEQ) is a brief, global index that has excellent internal consistency and solid psychometric properties. Data from an extensive SEQ field study can be used as a comparison base for future applications of the two SEQ component scales, the CSQ-8 and the SCL-10. A new hypothesis has emerged from this series of studies that will guide future research: Service recipients may find if difficult to formally express dissatisfaction in the face of significant caring--however ineffectual--when the technical capacity to offer definitive treatment is not yet fully developed and when criteria for evaluating the efficacy of treatment are not yet crystal clear.