SURVEYS OF PATIENT SATISFACTION .1. IMPORTANT GENERAL-CONSIDERATIONS
SURVEYS OF PATIENT SATISFACTION .1. IMPORTANT GENERAL-CONSIDERATIONS
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DOI：
10.1136/bmj.302.6781.887
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发表时间：
1991-04-13
影响因子：
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通讯作者：
FITZPATRICK, R
中科院分区：
文献类型：
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作者：
FITZPATRICK, R
为什么要进行调查？关于如何衡量医疗质量的讨论越来越多地将患者满意度作为一个重要维度。然而，为什么对病人意见的调查突然成为NHS的一个可见和常规方面的单一解释可能不会引用关于卫生服务评估的科学论据的影响，而是更有影响力的NHS管理调查。调查强烈谴责国民保健制度未能利用成熟的市场研究技术来征求用户的意见和经验。一.报告发表后立即进行的大量调查主要是由管理人员领导的，并侧重于管理人员可能认为更有能力或更有信心处理的问题，例如为住院病人提供的餐饮和物质便利设施的质量或保健设施的无障碍性。教授的重要发言，宗教团体的论点与政府的白色文件《为病人工作》4的论点沿着，强调病人的意见有更广泛的贡献评估医院和初级保健的护理质量。s6.如果这些建议得到采纳，调查就不大可能继续狭隘地集中于所谓的”旅馆”方面的保健服务，例如饮食服务。病人的意见将越来越多地征求等事项的信息需求;人际和组织方面的照顾;和，事实上，价值的医疗。除了来自政府、专业机构和卫生当局的外部压力外，还有三个原因可以解释为什么卫生专业人员应该认真对待患者满意度作为衡量标准（方框）。首先，有令人信服的证据表明，满意度是一个重要的结果衡量标准。它可能是患者是否遵循推荐治疗的预测因素，并与患者是否重新参加治疗和更换医疗保健提供者有关。9.也有证据表明，满意度与健康状况的改善有关。其次，
Why conduct a survey? Discussions about how the quality of health care should be measured increasingly include patient satis-faction as one of the important dimensions.'2 However, a single explanation of why surveys of patients' views have suddenly become such a visible and regular aspect of the NHS would probably not cite the impact of scientific arguments about the evaluation of health services but the far more influential NHS Management Inquiry. The inquiry crisply and emphatically condemned the failure of the NHS to use the well established techniques of market research to elicit the views and experiences of its users. I The proliferation of surveys that immediately followed that report was largely managerially led and focused on subjects that managers may have felt more competent or confident to tackle, such as the quality of catering and physical amenities provided for inpatients or the accessibility of health care facilities.Subsequently, important statements from profes-sional bodies argued along similar lines to those of the government's white paper Working for Patients4 by underlining the wider contribution of patients' views to assessing quality of care in hospitals and primary care. s6 It will be unlikely, if these recommendations are heeded, that surveys will continue to concentrate narrowly on so called" hotel" aspects of health care, such as catering. The patient's views will increasingly be sought on such matters as information needs; interpersonal and organisational aspects of care; and, indeed, the value of medical treatments. There are three reasons besides external pressures from governments, professional bodies, and health authorities why health professionals should take patient satisfaction seriously as a measurement (box). Firstly, there is convincing evidence that satisfaction is an important outcome measure. It may be a predictor of whether patients follow their recommended treatments, and is related to whether patients reattend for treatment'and change their provider of health care. 9 Evidence has also begun to emerge that satisfaction is related to improvements in health status.''" Secondly,