An Evaluation Scale of Medical Services Quality Based on "Patients' Experience

An evaluation scale of medical services quality was developed on the basis of "patients' experience". The questionnaires were developed by, among others, searching relevant literature, col- lecting well-established assessment scales, measuring patients' experience and satisfaction, brain-storming, l...

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Published inJournal of Huazhong University of Science and Technology. Medical sciences Vol. 34; no. 2; pp. 289 - 297
Main Author 田常俊 田悦 张亮
Format Journal Article
LanguageEnglish
Published Heidelberg Huazhong University of Science and Technology 01.04.2014
School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan 430000, China%Shanghai University of Political Science and Law, Shanghai 201701, China
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ISSN1672-0733
1993-1352
DOI10.1007/s11596-014-1273-5

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Summary:An evaluation scale of medical services quality was developed on the basis of "patients' experience". The questionnaires were developed by, among others, searching relevant literature, col- lecting well-established assessment scales, measuring patients' experience and satisfaction, brain-storming, literature analysis. Delphi method was adopted for expert consultation. Scale items were screened and revised. The key indexes were converted. Field surveys were conducted for testing the reliability and validity of the scale. Our modified evaluation scale for measuring medical services quality based on "patients' experience" included 6 dimensions (tangibility, reliability, responsiveness, assurance, empathy and continuity), and 50 items. The novel scale based on "patients' experience" may better serve the purpose of assessin~ medical services quality.
Bibliography:An evaluation scale of medical services quality was developed on the basis of "patients' experience". The questionnaires were developed by, among others, searching relevant literature, col- lecting well-established assessment scales, measuring patients' experience and satisfaction, brain-storming, literature analysis. Delphi method was adopted for expert consultation. Scale items were screened and revised. The key indexes were converted. Field surveys were conducted for testing the reliability and validity of the scale. Our modified evaluation scale for measuring medical services quality based on "patients' experience" included 6 dimensions (tangibility, reliability, responsiveness, assurance, empathy and continuity), and 50 items. The novel scale based on "patients' experience" may better serve the purpose of assessin~ medical services quality.
42-1679/R
Chang-jun TIAN , Yue TIAN Liang ZHANG (1.School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan 430000, China 2Shanghai University of Political Science and Law, Shanghai 201701, China)
patients' experience;medical services; quality evaluation; scale
ObjectType-Article-1
SourceType-Scholarly Journals-1
ObjectType-Feature-2
content type line 23
ISSN:1672-0733
1993-1352
DOI:10.1007/s11596-014-1273-5