The development and application of a patient satisfaction measurement system for hospital-wide quality improvement
The development and application of a patient satisfaction measurement system for hospital-wide quality improvement
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DOI：
10.1093/intqhc/8.6.555
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发表时间：
1996-12-01
影响因子：
2.6
通讯作者：
Arnetz, BB
中科院分区：
文献类型：
--
作者：
Arnetz, JE;Arnetz, BB
瑞典一家地区医院一直是一个质量改进项目的网站，该项目侧重于患者满意度、员工工作环境和医院服务质量。本文介绍了测量患者对护理质量的看法的研究组成部分，本研究的目的是开发一个可靠有效的工具，为了确定患者质量评级的预测因子并在两个时间点测量患者满意度以确定患者评级是否在质量改进倡议之后改变，本研究所开发的量表旨在评估患者对医院服务质量、员工工作环境和整体满意度的看法，以便向医院员工提供反馈。该问卷的特点是：问卷内容包括病人对医院工作环境的看法，问卷内容具有有效性和可靠性，病人的病情和对工作环境的看法是质量评价的重要预测因素。测量患者满意度，然后在实施各种基于部门的改进计划后进行重新评估。重新评估显示，大多数领域的患者评分明显较高。该质量计划的内在方面是医院人员的参与和反馈过程，问卷调查结果以图形方式报告给医院管理层和工作人员，从而作为改进的催化剂，版权所有（C）1996年爱思唯尔科学有限公司。
A regional Swedish hospital has been the site of a quality improvement program that focuses on patient satisfaction, staff work environment and quality of hospital services, This article describes the study component that measures patients' views of the quality of care, The purpose of this study was to develop a reliable and valid instrument, to determine the predictors of patients' ratings of quality and to measure patient satisfaction at two points in time to determine whether patient ratings change following a quality improvement initiative, The instrument developed in this study was designed to assess patients' perceptions of the quality of hospital services, staff work environment and overall satisfaction for the purpose of providing feedback to hospital staff. This information would be used for quality improvement efforts within the hospital, Unique to this instrument are questions regarding patients' perceptions of the hospital staff work environment, The results revealed that the questionnaire demonstrated valid and reliable properties, The significant predictors of quality ratings were information concerning one's illness, and perceptions of the staff work environment, Patient satisfaction was measured and then reassessed following the implementation of various department-based improvement programs, The reassessment revealed significantly higher patient ratings in most areas, An intrinsic aspect of this quality program was the engagement of, and feedback process to, hospital personnel, Questionnaire results were reported graphically to hospital management and staff, thus serving as a catalyst for improvement, Copyright (C) 1996 Elsevier Science Ltd.