患者满意度和医院的基于价值的采购, Odisha, 印度
Liana Woskie1, Anuska Kalita2, Bijetri Bose2
1Department of Community Health, Tufts University, 574 Boston Ave, Suite 208, MedfordMA02155, United States of America (USA).
Bulletin of the World Health Organization
|June 27, 2024
概括
患者满意度调查可能会隐藏不良的护理质量,特别是对于边缘化群体. 这项研究强调了需要更好的调查设计,以捕捉真正的不满和改善医院绩效指标.
科学领域:
- 医疗保健服务研究 医疗服务研究
- 患者体验测量 患者体验测量
- 医院绩效评价 医院绩效评价 医院绩效评价
背景情况:
- 一般住院患者满意度调查被用作医院绩效指标.
- 医院消费者对医疗保健提供者和系统的评估 (HCAHPS) 调查是基于价值的采购的一个关键工具.
- 了解这种调查在各种医疗保健环境中的功能性表现至关重要.
研究的目的:
- 检查一般住院患者满意度调查作为医院绩效指标的功能性表现.
- 评估HCAHPS调查在印度奥迪沙州的有效性和可靠性.
- 确定使用满意度调查进行绩效评估的潜在偏见和局限性.
主要方法:
- 一项混合方法试点研究在印度的奥迪沙州进行.
- 包括对50名参与者的调查项目的认知测试.
- 对五家公立医院的507名住院患者进行了调查,随后进行了探索性因子分析和内容有效性索引,共进行了15次采访.
主要成果:
- 在18个调查问题中,有6个问题显示奥迪沙州住院病人的理解不一致.
- 探索性因子分析揭示了六个因子结构,解释了66.7%的差异.
- 人际关怀与满意度密切相关;边缘化的患者报告了更多不尊重的关怀,但满意度相似,可能是由于期望低.
结论:
- 仅仅是满意度评分就可能掩盖不良的人际关怀质量,特别是对于边缘化的患者.
- 仅仅依赖于满意度的基于价值的购买计划可能不会准确地反映真正的质量.
- 调查设计必须精细化,以捕捉真正的患者不满,并确保解决所有问题.
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