| 引用本文：刘芷含.国内外病人满意度研究综述[J].中国卫生政策研究,2015,8(4):60-66 |
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| 国内外病人满意度研究综述 |
| 投稿时间：2015-01-15 修订日期：2015-03-30 PDF全文浏览 HTML全文浏览 |
| 刘芷含 |
| 中南大学公共管理学院 湖南长沙 410083 |
| 摘要:本文简述了病人满意度理论的内涵及其发展, 对国内外病人满意度研究的现状和进展进行了梳理和评述, 厘清了病人满意度研究体系的三条脉络:测量工具研究、评价模型研究、测评分析方法研究。分析了现有研究存在的问题与不足:其一, 长期过度"借鉴"或依赖市场营销领域的"顾客"研究模式;其二, 目前我国尚未形成统一规范的病人满意度测评工作体系。建议下一步研究应致力于运用多学科综合视角, 对病人满意度理论和测评分析方法进行创新, 探索病人满意度数据采集渠道对于结果的影响机制。 |
| 关键词:病人满意度 综述 测量工具 评价模型 分析方法 |
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| Literature review of domestic and international research on patient satisfaction |
| LIU Zhi-han |
| School of Public Administration, Central South University, Changsha Hunan 410083, China |
| Abstract:This paper elaborates on the connotation and development path of patient satisfaction theory, organizes and concisely reviews the status quo and progress of domestic and international research on patient satisfaction, and clarifies the three aspects of research on patient satisfaction: research into instruments of measurement, research into evaluation models, and research into analytical methodology. The problems and deficiency of existing research are also analyzed, specifically: first, the long-term reliance on the customer paradigm in the field of marketing research; and secondly, the lack of a unified, standardized patient satisfaction assessment system. Based on introspection, some suggestions are put forward: first, the next step should be to focus on the innovation of patient satisfaction analysis theories and methods using comprehensive multidisciplinary perspectives; and secondly, methods for researching how patient satisfaction data acquisition channels affect the results should be actively explored and an optimal method should be sought. |
| Key words:Patient satisfaction Review Instruments of measurement Evaluation model Analytical methodology |
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