评估低收入和中等收入国家客户体验测量工具的通用性:叙述性审查
Andrew Corley1, Susannah Gibbs2, Nirali Chakraborty3
1Metrics for Management, Baltimore, MD, USA. andrew@m4mgmt.org.
Global health, science and practice
|January 6, 2026
概括
开发一个普遍的医疗保健客户体验指标是可行的. 许多现有的质量指标与关键的患者体验领域保持一致,这表明可以创建一个可通用的工具来更好地评估护理.
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
- 提高质量 提高质量
背景情况:
- 患者体验对于医疗保健质量至关重要,但在系统设计和评估中代表性不足.
- 现有的客户体验指标在各种医疗服务领域中分散.
- 需要一种标准化的方法来有效地测量和基准患者体验.
研究的目的:
- 识别和分析现有的医疗保健客户体验指标.
- 评估开发一个可概括的衡量客户对护理经验的可行性.
- 将已识别的措施与已建立的患者体验领域进行映射.
主要方法:
- 在多个数据库中进行了全面的文献搜索.
- 包括有关客户体验措施的开发,验证或调整的同行评审文章.
- 测量领域进行了主题分析,并与客户体验框架进行了比较.
主要成果:
- 确定了73篇文章,详细介绍了61个不同的医疗保健质量和响应能力指标.
- 许多措施与客户体验的现有概念框架重叠.
- 很少有措施在不同的卫生服务领域得到一致的应用.
结论:
- 现有的措施在很大程度上与关键的患者体验领域保持一致,例如有效的沟通,尊重和情感支持.
- 这些发现表明,从技术上来说,开发一种可概括的客户体验度量是可以实现的.
- 一个标准化的措施可以促进更好的基准测试和改善以患者为中心的护理.
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