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首页> 外文期刊>International Journal for Quality in Health Care >Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany
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Determinants of patient satisfaction: a study among 39 hospitals in an in-patient setting in Germany

机译：患者满意度的决定因素：德国39家医院的住院研究

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摘要

Objective. To identify key determinants of patient satisfaction.Design. Data used were obtained through a self-administered, post-visit questionnaire by random sampling during the period of January 2009 to September 2009.Setting. Thirty-nine hospitals in Germany.Participants. A total of 8428 patients.Main Outcome Measure. Global patient satisfaction was measured by a single item question. Attributes of medical aspects of care were measured using 12 items, performance of service using 3 items and different dimensions of patient expectations using 12 items. Medical aspects of care and performance of service items were entered into logistic regression analysis to identify determinants of patient satisfaction.Results. The results of the analysis showed that there are 10 determinants of global patient satisfaction. The outcome of treat?ment was overall, the most salient predictor followed by nursing kindness as the second most important component. Items reflecting information receiving about the undergoing treatment do not have a major influence on patient satisfaction.Conclusion. The analysis identified key determinants that should be altered first in order to improve global patient satisfaction. The results also indicate that some aspects of the hospital stay are not seen as relevant by patients and therefore are unrelated to satisfaction ratings. The findings suggest that variables measuring patients' perceptions of care are more important determinants of global patient satisfaction in comparison to demographics and visit characteristics. Results of the present study have implications for health providers aiming at improving the service quality and quality of care.
机译：目的。确定患者满意度的关键决定因素设计使用的数据通过2009年1月至2009年9月期间通过随机抽样的自我管理访问后调查表获得。德国的三十九家医院。共有8428名患者。主要指标。全球患者满意度通过单个项目的问题进行衡量。使用12个项目测量护理的医疗方面的属性，使用3个项目测量服务绩效，使用12个项目测量患者期望的不同维度。对护理的医学方面和服务项目的绩效进行逻辑回归分析，以确定患者满意度的决定因素。分析结果表明，全球患者满意度有10个决定因素。总体而言，治疗的结果是最显着的预测因素，其次是护理的友善，是第二重要的组成部分。反映接收到的有关正在接受治疗的信息的项目对患者满意度没有重大影响。分析确定了应首先更改的关键决定因素，以提高总体患者满意度。结果还表明，患者认为住院时间的某些方面不相关，因此与满意度没有关系。研究结果表明，与人口统计学和就诊特征相比，衡量患者对护理的看法的变量是决定整体患者满意度的重要因素。本研究的结果对旨在改善服务质量和护理质量的医疗服务提供者具有影响。

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