Patient Satisfaction with Health Care-Its Measurement Methods and Determinants

[目的]客观、准确地测量患者对医疗服务的评价和满意度，在社会上日益受到重视。本研究旨在评估患者满意度的测量方法和决定因素。本研究还探讨了衡量护理温暖方面和技术方面的决定因素结构的差异。[对象和方法]利用76家医院调查的WEED数据库进行分析。对所有在调查期间从参与医院出院的患者发放了已编制的问卷。有效率为60%，纳入病例5000余例。问卷项目包括对医疗保健的总体评价和组成部分评价，如健康改善、医生、护士和其他医院工作人员提供的护理和沟通/信息、护理提供的系统方面、生活安排的舒适度和便利性、医院声誉…更多的信息和病人的社会人口统计信息。并询问了对医院护理的期望和要求。本次调查结果也保证了本问卷的有效性和可靠性。[结果与讨论]老年患者的满意度得分更高。在男性患者中，医生、医院声誉、健康改善等直接质量方面的评价得分对总体满意度有显著影响。在女性中，与卫生专业人员沟通的得分有显著影响。患者评价在沟通、对患者和环境问题的考虑方面得分较差，对护理温暖优先的患者的总体满意度有较强的解释力。另一方面，对医生和医院医疗能力的评价得分具有较好的解释性。这一发现似乎为根据患者的价值观和医疗保健的实际意义对患者进行区分提供了一些证据。较少

[Objective]It is gaining greater importance socially to measure objectively and accurately patients' evaluation of and satisfaction with health care. The study aims at evaluating the measurement methods and the determinants of patient satisfaction. This also looks into the difference in the determinant Structures of those who weigh warmth aspect of care and those do technical aspect.[Subjects and Methods]The database wade by the 76 hospital survey were utilized for the analysis. To all the patients who discharged from the participant hospitals during the survey period, the questionnaire already developed were delivered. The response rate was 60% and more than 5,000 cases were included. The questionnaire items included general evaluation of health care and component evaluation, such as health improvement, care and communication/information given by doctors, nurses and other hospital staff, system aspects of care provision, comforts and convenience in living arrangements, hospital reputa … More tion, and patient sociodemographic information. The expectation and demands to hospital care were also asked. The validity and the reliability of this already developed questionnaire were also assured in this survey result.[Results and Discussion]Patient satisfaction scores went higher in the older patients. In male patients, the evaluation scores on direct quality aspects such as doctors, hospital reputation, health improvement were significantly influential to overall satisfaction. In female, the scores on communication with health professionals were significantly influential. Patient evaluation scores on the aspects of communication and consideration for patient and environmental issues bad strong power in explaining the overall satisfaction in those who put high priority on warmth of care. On the other band, evaluation scores on the physician and the hospital medical competence were mare explanatory. The finding seemed to provide some evidence on the differential typology of patients based upon their values and practical implication in health care. Less