当代管理理念和社会运动促使政府和服务提供者重视病人作为消费者的看法和体验。病人满意度调查作为一种常用工具,可从病人的视角考查医院的服务质量及患者对服务提供者的忠诚度, 并据此制定质量改进措施和服务发展策略。然而在满意度的测量和工具使用中仍存在诸多问题,如缺乏科学工具的选择和开发策略、缺乏标准化和分析基准、偏重护理服务而忽视医院服务的整体质量、缺乏心理测量学及适用性和实用性研究、实施过程中人为地引入偏移因素、调查结果表达过于简单、信息利用存在局限性等。建议制定满意度调查工具的选择和开发指南,建立区域性或全国基准,完善调查实施过程中的方案设计,改善调查结果的表达方式,并促进信息的合理利用。 Contemporary management concepts and social movements have prompted governments and service providers to value the patient’s perception and experience as a consumer. As a common tool, the patient satisfaction survey examines the quality of service in the hospital and the patient’s loyalty to service providers from the perspective of the patient, and formulates quality improvement measures and service development strategies accordingly. However, there are still many problems in the measurement of satisfaction and the use of tools, such as the lack of selection and development strategies for scientific tools, lack of standardization and analytical benchmarks, emphasis on nursing services, neglect of the overall quality of hospital services, lack of psychometric and applicability Practical research, the introduction of artificial factors in the implementation process offset the results of the survey is too simple, there are limitations in the use of information. It is suggested that guidelines on the selection and development of tools for surveys of satisfaction should be formulated, regional or national benchmarks should be established, design of surveys should be perfected, the way of expressing findings should be improved, and the rational use of information should be promoted.