Design of a satisfaction evaluation indicator system based on patients′experience of medical services
10.3785/j.issn.1008-9292.2014.03.018
- VernacularTitle:基于患者体验的医疗服务满意度测评指标研究
- Author:
Xiao-Si SHEN
1
;
Ting-Ting ZHANG
;
Bei CHEN
;
Min-Sheng CHEN
Author Information
1. 上海申康医院发展中心
- Keywords:
Inpatients;
Outpatients;
Patient satisfaction;
Health services;
Evaluation studies;
Quality indicators,health care
- From:
Journal of Zhejiang University. Medical sciences
2014;(2):240-244
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To construct a satisfaction evaluation indicator system based on patients′experiences of medical services .Methods: A questionnaire was designed by expert interview and literature review and 400 copies were randomly handed out to inpatients and outpatients from five 3A-public hospitals in Shanghai .The patient′s evaluation of importance of various factors in medical services was analyzed and the mean and weight of indicators in terms of recognition , importance and evaluation were determined to establish a satisfaction evaluation indicator system .Results: A total of 396 valid questionnaires were retrieved , with an effective response rate of 99%.By analyzing survey data , the patient satisfaction evaluation indicator system was constructed with 5 primary indicators ( hospital environment , medical procedures , attitude, and quality of care and patient rights ) and 25 secondary indicators ( convenient hospital environment , auxiliary facilities , reasonable arrangement , clearly mark, convenient appointment , simple procedures, short time, the attitude of medical staff, solutions of medical dispute , medical technology , treatment, medical equipment , medical expenses, respect, patient privacy, etc.).Conclusion:A patient satisfaction evaluation indicator system has been established based on patients′experience of medical services in the study , which may be applicable to measure patients′satisfaction and to improve medical services in hospitals .
