Thinking of evaluation theory and management practice of research on patient satisfaction_West China Medical Journal

Authors：

 XIA Ping ^1,2 , LIU Chaojie ³

1. Patient Service Center, the Second Affiliated Hospital, Guangzhou University of Traditional Chinese Medicine, Guangzhou, Guangdong, 510120, P. R. China;
2. Teacher’s Office of Hospital Management, Guangzhou University of Traditional Chinese Medicine, Guangzhou, Guangdong, 510006, P. R. China;
3. School of Psychology and Public Health, La Trobe University, Bundoora 3086, Australia;

Corresponding?author：

XIA Ping, Email: xiaping1976@163.com

Keywords：

Patient satisfaction; Satisfaction management; Medical service quality; Performance appraisal

DOI：

10.7507/1002-0179.201911009

Video：

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Abstract Full text Figures/Tables Video References Cited by

Patient satisfaction is regarded as a key component of measuring and reporting quality of medical services. It is also an important indicator in performance appraisal for public hospitals in China. Based on the literature review on the theories and practices of patient satisfaction assessment in China and other countries and areas, this paper performed an in-depth analysis on the theoretical frameworks and instruments for patient satisfaction assessment, as well as their applications in management practices. Further research and improvements are needed.

Citation： XIA Ping, LIU Chaojie. Thinking of evaluation theory and management practice of research on patient satisfaction. West China Medical Journal, 2019, 34(12): 1431-1435. doi: 10.7507/1002-0179.201911009 Copy

1.	夏萍, 黃慧玲. 醫療服務顧客滿意度測評管理. 廣州: 中山大學出版社, 2015, 16-33.
2.	夏萍, 翟理祥. 醫院全面優質服務管理實踐. 北京: 人民衛生出版社, 2019, 2-8.
3.	國家衛生計生委, 國家中醫藥管理局. 關于印發進一步改善醫療服務行動計劃的通知. (2015-01-28)[2019-10-12]. http://www.nhc.gov.cn/yzygj/s3593g/201501/5584853cfa254d1aa4e38de0700891fa.shtml.
4.	中華人民共和國國家衛生和計劃生育委員會. 2016年深入落實進一步改善醫療服務行動計劃重點工作方案. 中國實用鄉村醫生雜志, 2016, 23(6): 18-20.
5.	國家衛生計生委, 國家中醫藥管理局. 關于印發進一步改善醫療服務行動計劃(2018-2020年)的通知. (2017-12-29)[2019-10-12]. http://www.nhc.gov.cn/xxgk/pages/viewdocument.jsp?dispatchDate=&staticUrl=/yzygj/s3594q/201801/9df87fced4da47b0a9f8e1ce9fbc7520.shtml&wenhao=國衛醫發〔2017〕73號&utitle=關于印發進一步改善醫療服務行動計劃(2018—2020年)的通知&topictype=&topic=&publishedOrg=醫政醫管局&indexNum=000013610/2018-00005&manuscriptId=9df87fced4da47b0a9f8e1ce9fbc7520.
6.	Abdellah FG, Levine E. Developing a measure of patient and personnel satisfaction with nursing care. Nurs Res, 1957, 5(3): 100-108.
7.	Risser NL. Development of an instrument to measure patient satisfaction with nurses and nursing care in primary care settings. Nurs Res, 1975, 24(1): 45-52.
8.	Ware JE Jr, Snyder MK, Wright WR, et al. Defining and measuring patient satisfaction with medical care. Eval Program Plann, 1983, 6(3/4): 247-263.
9.	Thayaparan AJ, Mahdi E. The Patient Satisfaction Questionnaire Short Form (PSQ-18) as an adaptable, reliable, and validated tool for use in various settings. Med Educ Online, 2013, 18: 21747.
10.	Baker R, Whitfield M. Measuring patient satisfaction: a test of construct validity. Qual Health Care, 1992, 1(2): 104-109.
11.	Grol R, Wensing M, Mainz J, et al. Patients’ priorities with respect to general practice care: an international comparison. European Task Force on Patient Evaluations of General Practice (EUROPEP). Fam Pract, 1999, 16(1): 4-11.
12.	Guzman PM, Sliepcevich EM, Lacey EP, et al. Tapping patient satisfaction: a strategy for quality assessment. Patient Educ Couns, 1988, 12(3): 225-233.
13.	Spierer M, Sims HW, Micklitsch CN, et al. Assessment of patient satisfaction as part of a physician performance evaluation: the Fallon Clinic experience. J Ambul Care Manage, 1994, 17(3): 1-7.
14.	Foskett-Tharby R, Hex N, Chuter A, et al. Challenges of incentivising patient centred care. BMJ, 2017, 359: j4532.
15.	Gunalda J, Hosmer K, Hartman N, et al. Satisfaction academy: a novel residency curriculum to improve the patient experience in the emergency department. MedEdPORTAL, 2018, 14: 10737.
16.	Malewski DF, Ream A, Gaither CA. Patient satisfaction with community pharmacy: comparing urban and suburban chain-pharmacy populations. Res Social Adm Pharm, 2015, 11(1): 121-128.
17.	Ren J, Huang X, Zhang T, et al. Patient satisfaction with prescribed medicines in community health services in China: a cross-sectional survey 6 years after the implementation of the national essential medicines policy. Health Soc Care Community, 2018, 26(4): 495-506.
18.	Gheewala PA, Peterson GM, Zaidi STR, et al. Patient satisfaction with a chronic kidney disease risk assessment service in community pharmacies. Int J Clin Pharm, 2018, 40(2): 458-463.
19.	Gillissen A, Gessner C, Hechenbichler K, et al. Patient satisfaction and clinical outcomes with budesonide plus formoterol spiromax for asthma and chronic obstructive pulmonary disease: a real-world, observational trial. Respiration, 2018: 1-10.
20.	Lin CT, Albertson GA, Schilling LM, et al. Is patients’ perception of time spent with the physician a determinant of ambulatory patient satisfaction?. Arch Intern Med, 2001, 161(11): 1437-1442.
21.	Garcia-Alfranca F, Puig A, Galup C, et al. Patient satisfaction with pre-hospital emergency services. A qualitative study comparing professionals’ and patients’ views. Int J Environ Res Public Health, 2018, 15(2): E233.
22.	Perreault M, Rousseau M, Provencher H, et al. Predictors of caregiver satisfaction with mental health services. Community Ment Health J, 2012, 48(2): 232-237.
23.	Faye AS, Mahadev S, Lebwohl B, et al. Determinants of patient satisfaction in celiac disease care. J Clin Gastroenterol, 2018, 52(1): 30-35.
24.	Tang C, Tian B, Zhang X, et al. The influence of cultural competence of nurses on patient satisfaction and the mediating effect of patient trust. J Adv Nurs, 2018.
25.	Trinidade A, Cox MD, Hassaan A, et al. Does cochlear implant brand influence patient satisfaction? A survey of 102 cochlear implant users. Clin Otolaryngol, 2018, 43(3): 956-961.
26.	Xiong C, Chen X, Zhao X, et al. Patient satisfaction and gender composition of physicians - a cross-sectional study of community health services in Hubei, China. BMC Health Serv Res, 2018, 18(1): 217-.
27.	Mangelsdorff AD, Finstuen K, Larsen SD, et al. Patient satisfaction in military medicine: model refinement and assessment of Department of Defense effects. Mil Med, 2005, 170(4): 309-314.
28.	Barido GT, Campbell-Gauthier GD, Mang-Lawson AM, et al. Patient satisfaction in military medicine: model refinement and assessment of continuity of care effects. Mil Med, 2008, 173(7): 641-646.
29.	喻倩. 不同時期醫療機構等級評審辦法及評審標準比較研究. 濟南: 濟南大學, 2014.
30.	陳平雁, 黃浙明. 病人滿意度的調查與評價. 中國醫院管理, 1999, 19(7): 19-22.
31.	蔡湛宇, 陳平雁. 綜合醫院門診滿意度預量表的分析. 中國醫院管理, 2002, 22(8): 12-13.
32.	張超, 陳平雁. 急診病人滿意度量表的設計與評價. 中國醫院統計, 2007, 14(1): 5-8.
33.	黃淇敏, 王敏怡. 醫療服務中顧客滿意度指標體系的建立及應用. 上海第二醫科大學學報, 2005(10): 1075-1078.
34.	嚴慧萍, 蘇小強, 嚴祥, 等. 出院患者滿意度測評工具的研制. 中國醫院管理, 2011, 31(12): 72-73.
35.	梁潔, 許星瑩, 繆冠中, 等. 廣東省5家省級公立中醫院患者滿意度調查分析. 中國衛生事業管理, 2019, 36(1): 13-16.
36.	馮運, 劉琍, 周萍, 等. 上海A醫院門診患者滿意度測評及其影響因素分析. 中國醫院管理, 2018, 38(12): 25-27.
37.	Batbaatar E, Dorjdagva J, Luvsannyam A, et al. Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspect Public Health, 2015, 135(5): 243-50.
38.	黎梓豪, 夏萍, 柯夏童. 粵西縣級市三級綜合醫院門診患者滿意度影響因素分析. 衛生軟科學, 2018, 32(5): 51-54.
39.	溫東蘭. 基于因子分析法的門診患者滿意度影響因素分析. 中國醫院統計, 2017, 24(2): 129-131.
40.	晏奇, 花放, 蘇美瑩, 等. 種植體支持式下頜覆蓋義齒與常規義齒比較患者滿意度的系統評價. 中國循證醫學雜志, 2018, 18(8): 858-864.
41.	張莎, 劉寶花, 白旭, 等. 北京市某區直屬二級以上醫院患者滿意度多級模糊綜合評價. 醫學與社會, 2018, 31(9): 32-35.
42.	胡夢, 李詩瑤, 艾麗喚, 等. 2016年湖北省改善醫療服務門診患者滿意度分析. 中國醫院管理, 2018, 38(6): 4-8.
43.	孫喆, 于琳娜, 嚴葉霞, 等. 運用患者體驗指數與患者滿意度評價醫療服務水平的比較. 中國臨床研究, 2018, 31(6): 841-843.
44.	Christalle E, Zeh S, Hahlweg P, et al. Assessment of patient centredness through patient-reported experience measures (ASPIRED): protocol of a mixed-methods study. BMJ Open, 2018, 8(10): e025896.
45.	陳平雁, Wong CM, 區燕萍, 等. 綜合醫院住院病人滿意度量表研制初報. 中國醫院管理, 1999(2): 15-18.
46.	黃森, 王江蓉, 張拓紅, 等. 中國醫院住院患者體驗和滿意監測量表的開發研究: 量表的初步形成. 中國醫院管理, 2011, 31(10): 13-15.
47.	常煜博, 陳加軍, 賈曉燦, 等. 住院患者體驗量表條目的篩選. 鄭州大學學報(醫學版), 2013, 48(3): 345-348.
48.	Kruse CS, Krowski N, Rodriguez B, et al. Patient satisfaction and its relation to perceived visit duration with a hand surgeon. BMJ Open, 2017, 7(8): e016242.
49.	Oliver, R L. A cognitive model of the antecedents and consequences of satisfaction decisions. J Market Res, 1980, 17(4): 460-469.
50.	曹現強, 李爍. 獲得感的時代內涵與國外經驗借鑒. 人民論壇·學術前沿, 2017(2): 18-28.
51.	王慶華, 王鳳, 王秀菊, 等. 三甲醫院住院老年患者就醫體驗現況分析. 衛生職業教育, 2017, 35(1): 135-136.

1. 夏萍, 黃慧玲. 醫療服務顧客滿意度測評管理. 廣州: 中山大學出版社, 2015, 16-33.
2. 夏萍, 翟理祥. 醫院全面優質服務管理實踐. 北京: 人民衛生出版社, 2019, 2-8.
3. 國家衛生計生委, 國家中醫藥管理局. 關于印發進一步改善醫療服務行動計劃的通知. (2015-01-28)[2019-10-12]. http://www.nhc.gov.cn/yzygj/s3593g/201501/5584853cfa254d1aa4e38de0700891fa.shtml.
4. 中華人民共和國國家衛生和計劃生育委員會. 2016年深入落實進一步改善醫療服務行動計劃重點工作方案. 中國實用鄉村醫生雜志, 2016, 23(6): 18-20.
5. 國家衛生計生委, 國家中醫藥管理局. 關于印發進一步改善醫療服務行動計劃(2018-2020年)的通知. (2017-12-29)[2019-10-12]. http://www.nhc.gov.cn/xxgk/pages/viewdocument.jsp?dispatchDate=&staticUrl=/yzygj/s3594q/201801/9df87fced4da47b0a9f8e1ce9fbc7520.shtml&wenhao=國衛醫發〔2017〕73號&utitle=關于印發進一步改善醫療服務行動計劃(2018—2020年)的通知&topictype=&topic=&publishedOrg=醫政醫管局&indexNum=000013610/2018-00005&manuscriptId=9df87fced4da47b0a9f8e1ce9fbc7520.
6. Abdellah FG, Levine E. Developing a measure of patient and personnel satisfaction with nursing care. Nurs Res, 1957, 5(3): 100-108.
7. Risser NL. Development of an instrument to measure patient satisfaction with nurses and nursing care in primary care settings. Nurs Res, 1975, 24(1): 45-52.
8. Ware JE Jr, Snyder MK, Wright WR, et al. Defining and measuring patient satisfaction with medical care. Eval Program Plann, 1983, 6(3/4): 247-263.
9. Thayaparan AJ, Mahdi E. The Patient Satisfaction Questionnaire Short Form (PSQ-18) as an adaptable, reliable, and validated tool for use in various settings. Med Educ Online, 2013, 18: 21747.
10. Baker R, Whitfield M. Measuring patient satisfaction: a test of construct validity. Qual Health Care, 1992, 1(2): 104-109.
11. Grol R, Wensing M, Mainz J, et al. Patients’ priorities with respect to general practice care: an international comparison. European Task Force on Patient Evaluations of General Practice (EUROPEP). Fam Pract, 1999, 16(1): 4-11.
12. Guzman PM, Sliepcevich EM, Lacey EP, et al. Tapping patient satisfaction: a strategy for quality assessment. Patient Educ Couns, 1988, 12(3): 225-233.
13. Spierer M, Sims HW, Micklitsch CN, et al. Assessment of patient satisfaction as part of a physician performance evaluation: the Fallon Clinic experience. J Ambul Care Manage, 1994, 17(3): 1-7.
14. Foskett-Tharby R, Hex N, Chuter A, et al. Challenges of incentivising patient centred care. BMJ, 2017, 359: j4532.
15. Gunalda J, Hosmer K, Hartman N, et al. Satisfaction academy: a novel residency curriculum to improve the patient experience in the emergency department. MedEdPORTAL, 2018, 14: 10737.
16. Malewski DF, Ream A, Gaither CA. Patient satisfaction with community pharmacy: comparing urban and suburban chain-pharmacy populations. Res Social Adm Pharm, 2015, 11(1): 121-128.
17. Ren J, Huang X, Zhang T, et al. Patient satisfaction with prescribed medicines in community health services in China: a cross-sectional survey 6 years after the implementation of the national essential medicines policy. Health Soc Care Community, 2018, 26(4): 495-506.
18. Gheewala PA, Peterson GM, Zaidi STR, et al. Patient satisfaction with a chronic kidney disease risk assessment service in community pharmacies. Int J Clin Pharm, 2018, 40(2): 458-463.
19. Gillissen A, Gessner C, Hechenbichler K, et al. Patient satisfaction and clinical outcomes with budesonide plus formoterol spiromax for asthma and chronic obstructive pulmonary disease: a real-world, observational trial. Respiration, 2018: 1-10.
20. Lin CT, Albertson GA, Schilling LM, et al. Is patients’ perception of time spent with the physician a determinant of ambulatory patient satisfaction?. Arch Intern Med, 2001, 161(11): 1437-1442.
21. Garcia-Alfranca F, Puig A, Galup C, et al. Patient satisfaction with pre-hospital emergency services. A qualitative study comparing professionals’ and patients’ views. Int J Environ Res Public Health, 2018, 15(2): E233.
22. Perreault M, Rousseau M, Provencher H, et al. Predictors of caregiver satisfaction with mental health services. Community Ment Health J, 2012, 48(2): 232-237.
23. Faye AS, Mahadev S, Lebwohl B, et al. Determinants of patient satisfaction in celiac disease care. J Clin Gastroenterol, 2018, 52(1): 30-35.
24. Tang C, Tian B, Zhang X, et al. The influence of cultural competence of nurses on patient satisfaction and the mediating effect of patient trust. J Adv Nurs, 2018.
25. Trinidade A, Cox MD, Hassaan A, et al. Does cochlear implant brand influence patient satisfaction? A survey of 102 cochlear implant users. Clin Otolaryngol, 2018, 43(3): 956-961.
26. Xiong C, Chen X, Zhao X, et al. Patient satisfaction and gender composition of physicians - a cross-sectional study of community health services in Hubei, China. BMC Health Serv Res, 2018, 18(1): 217-.
27. Mangelsdorff AD, Finstuen K, Larsen SD, et al. Patient satisfaction in military medicine: model refinement and assessment of Department of Defense effects. Mil Med, 2005, 170(4): 309-314.
28. Barido GT, Campbell-Gauthier GD, Mang-Lawson AM, et al. Patient satisfaction in military medicine: model refinement and assessment of continuity of care effects. Mil Med, 2008, 173(7): 641-646.
29. 喻倩. 不同時期醫療機構等級評審辦法及評審標準比較研究. 濟南: 濟南大學, 2014.
30. 陳平雁, 黃浙明. 病人滿意度的調查與評價. 中國醫院管理, 1999, 19(7): 19-22.
31. 蔡湛宇, 陳平雁. 綜合醫院門診滿意度預量表的分析. 中國醫院管理, 2002, 22(8): 12-13.
32. 張超, 陳平雁. 急診病人滿意度量表的設計與評價. 中國醫院統計, 2007, 14(1): 5-8.
33. 黃淇敏, 王敏怡. 醫療服務中顧客滿意度指標體系的建立及應用. 上海第二醫科大學學報, 2005(10): 1075-1078.
34. 嚴慧萍, 蘇小強, 嚴祥, 等. 出院患者滿意度測評工具的研制. 中國醫院管理, 2011, 31(12): 72-73.
35. 梁潔, 許星瑩, 繆冠中, 等. 廣東省5家省級公立中醫院患者滿意度調查分析. 中國衛生事業管理, 2019, 36(1): 13-16.
36. 馮運, 劉琍, 周萍, 等. 上海A醫院門診患者滿意度測評及其影響因素分析. 中國醫院管理, 2018, 38(12): 25-27.
37. Batbaatar E, Dorjdagva J, Luvsannyam A, et al. Conceptualisation of patient satisfaction: a systematic narrative literature review. Perspect Public Health, 2015, 135(5): 243-50.
38. 黎梓豪, 夏萍, 柯夏童. 粵西縣級市三級綜合醫院門診患者滿意度影響因素分析. 衛生軟科學, 2018, 32(5): 51-54.
39. 溫東蘭. 基于因子分析法的門診患者滿意度影響因素分析. 中國醫院統計, 2017, 24(2): 129-131.
40. 晏奇, 花放, 蘇美瑩, 等. 種植體支持式下頜覆蓋義齒與常規義齒比較患者滿意度的系統評價. 中國循證醫學雜志, 2018, 18(8): 858-864.
41. 張莎, 劉寶花, 白旭, 等. 北京市某區直屬二級以上醫院患者滿意度多級模糊綜合評價. 醫學與社會, 2018, 31(9): 32-35.
42. 胡夢, 李詩瑤, 艾麗喚, 等. 2016年湖北省改善醫療服務門診患者滿意度分析. 中國醫院管理, 2018, 38(6): 4-8.
43. 孫喆, 于琳娜, 嚴葉霞, 等. 運用患者體驗指數與患者滿意度評價醫療服務水平的比較. 中國臨床研究, 2018, 31(6): 841-843.
44. Christalle E, Zeh S, Hahlweg P, et al. Assessment of patient centredness through patient-reported experience measures (ASPIRED): protocol of a mixed-methods study. BMJ Open, 2018, 8(10): e025896.
45. 陳平雁, Wong CM, 區燕萍, 等. 綜合醫院住院病人滿意度量表研制初報. 中國醫院管理, 1999(2): 15-18.
46. 黃森, 王江蓉, 張拓紅, 等. 中國醫院住院患者體驗和滿意監測量表的開發研究: 量表的初步形成. 中國醫院管理, 2011, 31(10): 13-15.
47. 常煜博, 陳加軍, 賈曉燦, 等. 住院患者體驗量表條目的篩選. 鄭州大學學報(醫學版), 2013, 48(3): 345-348.
48. Kruse CS, Krowski N, Rodriguez B, et al. Patient satisfaction and its relation to perceived visit duration with a hand surgeon. BMJ Open, 2017, 7(8): e016242.
49. Oliver, R L. A cognitive model of the antecedents and consequences of satisfaction decisions. J Market Res, 1980, 17(4): 460-469.
50. 曹現強, 李爍. 獲得感的時代內涵與國外經驗借鑒. 人民論壇·學術前沿, 2017(2): 18-28.
51. 王慶華, 王鳳, 王秀菊, 等. 三甲醫院住院老年患者就醫體驗現況分析. 衛生職業教育, 2017, 35(1): 135-136.

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