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Patient Satisfaction Measurement in the Disease Management Industry

机译：疾病管理行业的患者满意度测评

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In mid-2004, the Disease Management Association of America (DMAA) Patient Satisfaction Workgroup in association with J.D. Power and Associates (JDPA) conducted a literature review and a member survey to gain an understanding of the nature of patient satisfaction measurement as it pertains to disease management (DM) programs within the DM industry. A review of the relevant literature indicates that perhaps, with the exception of diabetes disease management, there are no prevalent, systematic, or statistically validated approaches for measuring patient satisfaction within the disease management industry. Most existing studies tend to focus on the effectiveness of a disease management program on clinical outcomes, with patient satisfaction measured only as a part of a battery of "outcome" measures. However, many of these studies do find positive associations between patient satisfaction and clinical outcomes. A majority of the 49 respondents who completed the member feedback survey hold relatively high positions in their organizations. The vast majority of respondents indicate their organizations conduct patient satisfaction surveys that assess overall satisfaction, satisfaction with materials and information provided, and with staff members. Patient satisfaction surveys are most common among the five common chronic diseases: diabetes, asthma, congestive heart failure (CHF), coronary artery disease (CAD), and chronic obstructive pulmonary disease (COPD). More than three in four respondents agree that patient satisfaction measurement is important to the long-term success of their programs. Respondents also indicate that along with intelligence on patients' overall satisfaction with the program, they would also like to gain an understanding of whether or not their programs actually help manage the patient's medical condition. Eight survey instruments currently in use and submitted by study participants were also reviewed. Most of these instruments are relatively short and basic, typically administered by mail, and vary in the types of questions and response categories presented to respondents. This research concludes that there exists an implied need for patient satisfaction measurement in the DM industry and an opportunity to develop and leverage a standardized measurement approach assessing patient satisfaction. Additionally, the authors suggest that there may be value to conceptualizing "patient satisfaction" not as an outcome in itself, but as a means to increase compliance, which, in turn, can improve medical outcomes.
机译：2004年中，美国疾病管理协会（DMAA）患者满意度工作组与JD Power and Associates（JDPA）进行了文献综述和成员调查，以了解与患者满意度相关的测量的本质DM行业内的疾病管理（DM）计划。对相关文献的回顾表明，除糖尿病疾病管理外，在疾病管理行业中可能没有普遍，系统或经统计验证的方法来衡量患者满意度。现有的大多数研究倾向于集中于疾病管理计划对临床结果的有效性，而患者满意度仅作为一系列“结果”措施的一部分来衡量。但是，许多研究确实发现患者满意度和临床结果之间存在正相关。完成成员反馈调查的49位受访者中，大多数在其组织中担任相对较高的职位。绝大多数受访者表示，他们的组织进行了患者满意度调查，以评估总体满意度，对所提供材料和信息以及对员工的满意度。在五种常见的慢性疾病中，患者满意度调查最常见：糖尿病，哮喘，充血性心力衰竭（CHF），冠状动脉疾病（CAD）和慢性阻塞性肺疾病（COPD）。超过四分之三的受访者同意，患者满意度测评对于计划的长期成功至关重要。受访者还表示，除了对患者对该计划总体满意度的了解之外，他们还希望了解他们的计划是否真正有助于管理患者的医疗状况。还审查了研究参与者目前正在使用的八种调查仪器。这些工具大多数相对简短且基本，通常通过邮件进行管理，并且在向受访者提供的问题和回答类别方面有所不同。这项研究得出的结论是，在DM行业中存在对患者满意度测量的隐含需求，并且有机会开发和利用评估患者满意度的标准化测量方法。此外，作者建议，将“患者满意度”概念化不是其本身的结果，而是作为增加依从性的一种手段，这反过来可以改善医学结果，可能具有价值。

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