摘要
通过文献梳理,从对象与组织管理、调查内容与条目数量、调查方式和提问方式4个方面比较研究美国的医院就诊体验调查表(HCAHPS)、英国的患者体验调查问卷(PPE)、挪威的门诊患者体验量表(OPEQ)、中国的患者体验医疗服务质量评价表(PEES-50)和医院患者体验与满意监测量表(CHPESM)的优势和不足,并提出我国需要建立统一的综合的患者体验测量工具,评价工具要有合理的结构和内容,研究时需要选择合适的数据收集和分析方法以及正确区分患者满意度和患者体验评价方法等建议。
Through literature reviewing,this paper compares and studies the advantage and disadvantage of Hospital Consumer Assessment of Healthcare Providers and Systems(HCAHPS)in America,the Picker Patient Experience(PPE)in UK,the Outpatient Experiences Questionnaire(OPEQ)in Norway,the Patient Experience Medical Service Quality Scale(PEES-50)and the Hospital Patient Experience and Satisfaction Monitoring(CHPESM)in China from 4 aspects of object and organization management,survey content and number of items,survey methods and questioning methods.It puts forward some suggestions that establish unified and comprehensive patient experience measurement tool in China,evaluation tool should have reasonable structure and content,choose appropriate data collection and analysis methods,and correctly distinguish patient satisfaction and patient experience evaluation methods.
作者
姜荣勤
胡丹
陈家应
JIANG Rong-qin;HU Dan;CHEN Jia-ying(Administrative Office of Nantong First People's Hospital/The Second Affiliated Hospital of Nantong University,Nantong Jiangsu 226001,China;School of Health Policy and Management,Nanjing Medical University,Nanjing Jiangsu 211166,China)
出处
《卫生软科学》
2020年第11期39-44,共6页
Soft Science of Health
基金
国家自然科学基金—基于患者体验的公立医院改革绩效评估研究(71473129)
江苏省教育厅社会科学研究项目—基于患者体验的公立医院绩效评估指标体系研究(2015SJB160)。
关键词
国内外
患者体验
患者满意度
测量工具
比较
domestic and overseas
patient experience
patient satisfaction
measurement tool
comparison
