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, 黄慧玲. 医疗服务顾客满意度测评管理. 广州: 中山大学出版社, 2015, 16-33.
2.	夏萍, 翟理祥. 医院全面优质服务管理实践. 北京: 人民卫生出版社, 2019, 2-8.
3.	国家卫生计生委, 国家中医药管理局. 关于印发进一步改善医疗服务行动计划的通知. (2015-01-28)[2019-10-12]. http://www.nhc.gov.cn/yzygj/s3593g/201501/5584853cfa254d1aa4e38de0700891fa.shtml.
4.	中华人民共和国国家卫生和计划生育委员会. 2016年深入落实进一步改善医疗服务行动计划重点工作方案. 中国实用乡村医生杂志, 2016, 23(6): 18-20.
5.	国家卫生计生委, 国家中医药管理局. 关于印发进一步改善医疗服务行动计划(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=国卫医发〔2017〕73号&utitle=关于印发进一步改善医疗服务行动计划(2018—2020年)的通知&topictype=&topic=&publishedOrg=医政医管局&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. 不同时期医疗机构等级评审办法及评审标准比较研究. 济南: 济南大学, 2014.
30.	陈平雁, 黄浙明. 病人满意度的调查与评价. 中国医院管理, 1999, 19(7): 19-22.
31.	蔡湛宇, 陈平雁. 综合医院门诊满意度预量表的分析. 中国医院管理, 2002, 22(8): 12-13.
32.	张超, 陈平雁. 急诊病人满意度量表的设计与评价. 中国医院统计, 2007, 14(1): 5-8.
33.	黄淇敏, 王敏怡. 医疗服务中顾客满意度指标体系的建立及应用. 上海第二医科大学学报, 2005(10): 1075-1078.
34.	严慧萍, 苏小强, 严祥, 等. 出院患者满意度测评工具的研制. 中国医院管理, 2011, 31(12): 72-73.
35.	梁洁, 许星莹, 缪冠中, 等. 广东省5家省级公立中医院患者满意度调查分析. 中国卫生事业管理, 2019, 36(1): 13-16.
36.	冯运, 刘琍, 周萍, 等. 上海A医院门诊患者满意度测评及其影响因素分析. 中国医院管理, 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. 粤西县级市三级综合医院门诊患者满意度影响因素分析. 卫生软科学, 2018, 32(5): 51-54.
39.	温东兰. 基于因子分析法的门诊患者满意度影响因素分析. 中国医院统计, 2017, 24(2): 129-131.
40.	晏奇, 花放, 苏美莹, 等. 种植体支持式下颌覆盖义齿与常规义齿比较患者满意度的系统评价. 中国循证医学杂志, 2018, 18(8): 858-864.
41.	张莎, 刘宝花, 白旭, 等. 北京市某区直属二级以上医院患者满意度多级模糊综合评价. 医学与社会, 2018, 31(9): 32-35.
42.	胡梦, 李诗瑶, 艾丽唤, 等. 2016年湖北省改善医疗服务门诊患者满意度分析. 中国医院管理, 2018, 38(6): 4-8.
43.	孙喆, 于琳娜, 严叶霞, 等. 运用患者体验指数与患者满意度评价医疗服务水平的比较. 中国临床研究, 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.	陈平雁, Wong CM, 区燕萍, 等. 综合医院住院病人满意度量表研制初报. 中国医院管理, 1999(2): 15-18.
46.	黄森, 王江蓉, 张拓红, 等. 中国医院住院患者体验和满意监测量表的开发研究: 量表的初步形成. 中国医院管理, 2011, 31(10): 13-15.
47.	常煜博, 陈加军, 贾晓灿, 等. 住院患者体验量表条目的筛选. 郑州大学学报(医学版), 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.	曹现强, 李烁. 获得感的时代内涵与国外经验借鉴. 人民论坛·学术前沿, 2017(2): 18-28.
51.	王庆华, 王凤, 王秀菊, 等. 三甲医院住院老年患者就医体验现况分析. 卫生职业教育, 2017, 35(1): 135-136.

1. 夏萍, 黄慧玲. 医疗服务顾客满意度测评管理. 广州: 中山大学出版社, 2015, 16-33.
2. 夏萍, 翟理祥. 医院全面优质服务管理实践. 北京: 人民卫生出版社, 2019, 2-8.
3. 国家卫生计生委, 国家中医药管理局. 关于印发进一步改善医疗服务行动计划的通知. (2015-01-28)[2019-10-12]. http://www.nhc.gov.cn/yzygj/s3593g/201501/5584853cfa254d1aa4e38de0700891fa.shtml.
4. 中华人民共和国国家卫生和计划生育委员会. 2016年深入落实进一步改善医疗服务行动计划重点工作方案. 中国实用乡村医生杂志, 2016, 23(6): 18-20.
5. 国家卫生计生委, 国家中医药管理局. 关于印发进一步改善医疗服务行动计划(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=国卫医发〔2017〕73号&utitle=关于印发进一步改善医疗服务行动计划(2018—2020年)的通知&topictype=&topic=&publishedOrg=医政医管局&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. 不同时期医疗机构等级评审办法及评审标准比较研究. 济南: 济南大学, 2014.
30. 陈平雁, 黄浙明. 病人满意度的调查与评价. 中国医院管理, 1999, 19(7): 19-22.
31. 蔡湛宇, 陈平雁. 综合医院门诊满意度预量表的分析. 中国医院管理, 2002, 22(8): 12-13.
32. 张超, 陈平雁. 急诊病人满意度量表的设计与评价. 中国医院统计, 2007, 14(1): 5-8.
33. 黄淇敏, 王敏怡. 医疗服务中顾客满意度指标体系的建立及应用. 上海第二医科大学学报, 2005(10): 1075-1078.
34. 严慧萍, 苏小强, 严祥, 等. 出院患者满意度测评工具的研制. 中国医院管理, 2011, 31(12): 72-73.
35. 梁洁, 许星莹, 缪冠中, 等. 广东省5家省级公立中医院患者满意度调查分析. 中国卫生事业管理, 2019, 36(1): 13-16.
36. 冯运, 刘琍, 周萍, 等. 上海A医院门诊患者满意度测评及其影响因素分析. 中国医院管理, 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. 粤西县级市三级综合医院门诊患者满意度影响因素分析. 卫生软科学, 2018, 32(5): 51-54.
39. 温东兰. 基于因子分析法的门诊患者满意度影响因素分析. 中国医院统计, 2017, 24(2): 129-131.
40. 晏奇, 花放, 苏美莹, 等. 种植体支持式下颌覆盖义齿与常规义齿比较患者满意度的系统评价. 中国循证医学杂志, 2018, 18(8): 858-864.
41. 张莎, 刘宝花, 白旭, 等. 北京市某区直属二级以上医院患者满意度多级模糊综合评价. 医学与社会, 2018, 31(9): 32-35.
42. 胡梦, 李诗瑶, 艾丽唤, 等. 2016年湖北省改善医疗服务门诊患者满意度分析. 中国医院管理, 2018, 38(6): 4-8.
43. 孙喆, 于琳娜, 严叶霞, 等. 运用患者体验指数与患者满意度评价医疗服务水平的比较. 中国临床研究, 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. 陈平雁, Wong CM, 区燕萍, 等. 综合医院住院病人满意度量表研制初报. 中国医院管理, 1999(2): 15-18.
46. 黄森, 王江蓉, 张拓红, 等. 中国医院住院患者体验和满意监测量表的开发研究: 量表的初步形成. 中国医院管理, 2011, 31(10): 13-15.
47. 常煜博, 陈加军, 贾晓灿, 等. 住院患者体验量表条目的筛选. 郑州大学学报(医学版), 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. 曹现强, 李烁. 获得感的时代内涵与国外经验借鉴. 人民论坛·学术前沿, 2017(2): 18-28.
51. 王庆华, 王凤, 王秀菊, 等. 三甲医院住院老年患者就医体验现况分析. 卫生职业教育, 2017, 35(1): 135-136.

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