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 in | Journal of Huazhong University of Science and Technology. Medical sciences Vol. 34; no. 2; pp. 289 - 297 |
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Main Author | |
Format | Journal Article |
Language | English |
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 |
Subjects | |
Online Access | Get full text |
ISSN | 1672-0733 1993-1352 |
DOI | 10.1007/s11596-014-1273-5 |
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Abstract | 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. |
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AbstractList | 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, collecting 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 assessing medical services quality. 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, collecting 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 assessing medical services quality. 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. 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, collecting 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 assessing medical services quality.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, collecting 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 assessing medical services quality. |
Author | 田常俊 田悦 张亮 |
AuthorAffiliation | School of Medicine and Health Management, Tongji Medical College, Huazhong University of Science and Technology, Wuhan430000, China Shanghai University of Political Science and Law, Shanghai 201701, China |
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Notes | 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 |
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References | GerteisMThrough the patient’s eyes: understanding and promoting patient-centered care1993San FranciscoJossey-Bass873 GoldsteinEFarquharMCroftonCMeasuring hospital care from the patients’ perspective: an overview of the CAHPS Hospital Survey Development ProcessHSR2005406Pt219771995136124716316434 RiechmannMStahlKEmployee satisfaction in hospitals —validation of the Picker employee questionnaire: the German version of the “survey of employee perceptions of health care delivery” (Picker Institute Boston)Gesundheitswesen (in German)2013755e34e481:STN:280:DC%2BC3snnt1KqtQ%3D%3D10.1055/s-0033-1343435 JenkinsonCCoulterABrusterSPatients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of careQual Safety Health Care20021133734410.1136/qhc.11.4.335 GiordanoLAElliottMNGoldsteinEDevelopment, implementation, and public reporting of the HCAHPS surveyMed Care Res Rev201067127371963864110.1177/1077558709341065 YangHLiuFZhangTHProblems and suggestions in patients’ satisfaction surveyZhonghua Yi Yuan Guan Li Za Zhi (Chinese)2005217437439 SzolovitsPPossibilities for healthcare computingJ Computer Sci & Tech201126462563110.1007/s11390-011-1162-3 PaayJKjeldskovJUnderstanding the user experience of location-based services: five principles of perceptual organisation appliedJ Loc Based Serv20082426728610.1080/17489720802609328 JoannSNaomiDMultilevel psychometric properties of the AHRQ hospital survey on patient safety cultureBMC Health Serv Res20101019910.1186/1472-6963-10-199 PaseoreGCPatient satisfaction in primary health careEval Program Plann199363–4185210 SallySJasonHThomasGWA new approach to postpartum rounds: patient-centered collaborative care improves efficiencyJ Grad Med Educ201021677210.4300/JGME-D-09-00060.1 PineIIB Joseph, Gilmore. The experience economy1999BostonHarvard Business School Press1519 ChangCSChenSYLanYTService quality, trust, and patient satisfaction in interpersonal-based medical service encountersBMC Health Serv Res2013132235703222332078610.1186/1472-6963-13-22 EkkelenkampVEDowlerKValoriRMPatient comfort and quality in colonoscopyWorld J Gastroenterol20131915235523611:CAS:528:DC%2BC3sXntVWgt7o%3D36319872361362910.3748/wjg.v19.i15.2355 GoldsteinEClearyP DLangwellK MMedicare managed care CAHPS: a tool for performance improvementHealth Care Financing Review200122101107 JenkinsonCCoulterABrusterSPatients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of careQual Safety Health Care200211433734410.1136/qhc.11.4.335 BergesonSCGrayJEhrmantrautLAComparing web-based with mail survey administration of the consumer assessment of healthcare providers and systems (CAHPS®) clinician and group surveyPrim Health Care20133pii10.4172/2167-1079.1000132 CS Chang (1273_CR17) 2013; 13 E Goldstein (1273_CR11) 2005; 40 S Sally (1273_CR6) 2010; 2 LA Giordano (1273_CR13) 2010; 67 SC Bergeson (1273_CR14) 2013; 3 E Goldstein (1273_CR10) 2001; 22 M Gerteis (1273_CR3) 1993 J Paay (1273_CR15) 2008; 2 II Pine (1273_CR1) 1999 VE Ekkelenkamp (1273_CR8) 2013; 19 M Riechmann (1273_CR2) 2013; 75 C Jenkinson (1273_CR16) 2002; 11 C Jenkinson (1273_CR9) 2002; 11 P Szolovits (1273_CR7) 2011; 26 S Joann (1273_CR12) 2010; 10 GC Paseore (1273_CR4) 1993; 6 H Yang (1273_CR5) 2005; 21 24078901 - Prim Health Care. 2013 Apr 15;3:null 25372460 - Health Care Financ Rev. 2001 Spring;22(3):101-107 16316434 - Health Serv Res. 2005 Dec;40(6 Pt 2):1977-95 23709051 - Gesundheitswesen. 2013 May;75(5):e34-48 12468693 - Qual Saf Health Care. 2002 Dec;11(4):335-9 23613629 - World J Gastroenterol. 2013 Apr 21;19(15):2355-61 21975887 - J Grad Med Educ. 2010 Mar;2(1):67-72 19638641 - Med Care Res Rev. 2010 Feb;67(1):27-37 10299618 - Eval Program Plann. 1983;6(3-4):185-210 23320786 - BMC Health Serv Res. 2013 Jan 16;13:22 20615247 - BMC Health Serv Res. 2010 Jul 08;10:199 |
References_xml | – reference: GiordanoLAElliottMNGoldsteinEDevelopment, implementation, and public reporting of the HCAHPS surveyMed Care Res Rev201067127371963864110.1177/1077558709341065 – reference: GerteisMThrough the patient’s eyes: understanding and promoting patient-centered care1993San FranciscoJossey-Bass873 – reference: PineIIB Joseph, Gilmore. The experience economy1999BostonHarvard Business School Press1519 – reference: JoannSNaomiDMultilevel psychometric properties of the AHRQ hospital survey on patient safety cultureBMC Health Serv Res20101019910.1186/1472-6963-10-199 – reference: PaseoreGCPatient satisfaction in primary health careEval Program Plann199363–4185210 – reference: ChangCSChenSYLanYTService quality, trust, and patient satisfaction in interpersonal-based medical service encountersBMC Health Serv Res2013132235703222332078610.1186/1472-6963-13-22 – reference: SzolovitsPPossibilities for healthcare computingJ Computer Sci & Tech201126462563110.1007/s11390-011-1162-3 – reference: YangHLiuFZhangTHProblems and suggestions in patients’ satisfaction surveyZhonghua Yi Yuan Guan Li Za Zhi (Chinese)2005217437439 – reference: SallySJasonHThomasGWA new approach to postpartum rounds: patient-centered collaborative care improves efficiencyJ Grad Med Educ201021677210.4300/JGME-D-09-00060.1 – reference: BergesonSCGrayJEhrmantrautLAComparing web-based with mail survey administration of the consumer assessment of healthcare providers and systems (CAHPS®) clinician and group surveyPrim Health Care20133pii10.4172/2167-1079.1000132 – reference: EkkelenkampVEDowlerKValoriRMPatient comfort and quality in colonoscopyWorld J Gastroenterol20131915235523611:CAS:528:DC%2BC3sXntVWgt7o%3D36319872361362910.3748/wjg.v19.i15.2355 – reference: PaayJKjeldskovJUnderstanding the user experience of location-based services: five principles of perceptual organisation appliedJ Loc Based Serv20082426728610.1080/17489720802609328 – reference: JenkinsonCCoulterABrusterSPatients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of careQual Safety Health Care20021133734410.1136/qhc.11.4.335 – reference: JenkinsonCCoulterABrusterSPatients’ experiences and satisfaction with health care: results of a questionnaire study of specific aspects of careQual Safety Health Care200211433734410.1136/qhc.11.4.335 – reference: GoldsteinEFarquharMCroftonCMeasuring hospital care from the patients’ perspective: an overview of the CAHPS Hospital Survey Development ProcessHSR2005406Pt219771995136124716316434 – reference: RiechmannMStahlKEmployee satisfaction in hospitals —validation of the Picker employee questionnaire: the German version of the “survey of employee perceptions of health care delivery” (Picker Institute Boston)Gesundheitswesen (in German)2013755e34e481:STN:280:DC%2BC3snnt1KqtQ%3D%3D10.1055/s-0033-1343435 – reference: GoldsteinEClearyP DLangwellK MMedicare managed care CAHPS: a tool for performance improvementHealth Care Financing Review200122101107 – volume: 10 start-page: 199 year: 2010 ident: 1273_CR12 publication-title: BMC Health Serv Res doi: 10.1186/1472-6963-10-199 – start-page: 15 volume-title: B Joseph, Gilmore. The experience economy year: 1999 ident: 1273_CR1 – volume: 21 start-page: 437 issue: 7 year: 2005 ident: 1273_CR5 publication-title: Zhonghua Yi Yuan Guan Li Za Zhi (Chinese) – volume: 11 start-page: 337 issue: 4 year: 2002 ident: 1273_CR9 publication-title: Qual Safety Health Care doi: 10.1136/qhc.11.4.335 – volume: 26 start-page: 625 issue: 4 year: 2011 ident: 1273_CR7 publication-title: J Computer Sci & Tech doi: 10.1007/s11390-011-1162-3 – volume: 19 start-page: 2355 issue: 15 year: 2013 ident: 1273_CR8 publication-title: World J Gastroenterol doi: 10.3748/wjg.v19.i15.2355 – volume: 11 start-page: 337 year: 2002 ident: 1273_CR16 publication-title: Qual Safety Health Care doi: 10.1136/qhc.11.4.335 – volume: 2 start-page: 267 issue: 4 year: 2008 ident: 1273_CR15 publication-title: J Loc Based Serv doi: 10.1080/17489720802609328 – volume: 2 start-page: 67 issue: 1 year: 2010 ident: 1273_CR6 publication-title: J Grad Med Educ doi: 10.4300/JGME-D-09-00060.1 – volume: 13 start-page: 22 year: 2013 ident: 1273_CR17 publication-title: BMC Health Serv Res doi: 10.1186/1472-6963-13-22 – volume: 67 start-page: 27 issue: 1 year: 2010 ident: 1273_CR13 publication-title: Med Care Res Rev doi: 10.1177/1077558709341065 – volume: 6 start-page: 185 issue: 3–4 year: 1993 ident: 1273_CR4 publication-title: Eval Program Plann – volume: 22 start-page: 101 year: 2001 ident: 1273_CR10 publication-title: Health Care Financing Review – volume: 75 start-page: e34 issue: 5 year: 2013 ident: 1273_CR2 publication-title: Gesundheitswesen (in German) doi: 10.1055/s-0033-1343435 – start-page: 873 volume-title: Through the patient’s eyes: understanding and promoting patient-centered care year: 1993 ident: 1273_CR3 – volume: 40 start-page: 1977 issue: 6Pt2 year: 2005 ident: 1273_CR11 publication-title: HSR – volume: 3 start-page: pii year: 2013 ident: 1273_CR14 publication-title: Prim Health Care doi: 10.4172/2167-1079.1000132 – reference: 23613629 - World J Gastroenterol. 2013 Apr 21;19(15):2355-61 – reference: 20615247 - BMC Health Serv Res. 2010 Jul 08;10:199 – reference: 12468693 - Qual Saf Health Care. 2002 Dec;11(4):335-9 – reference: 23320786 - BMC Health Serv Res. 2013 Jan 16;13:22 – reference: 16316434 - Health Serv Res. 2005 Dec;40(6 Pt 2):1977-95 – reference: 21975887 - J Grad Med Educ. 2010 Mar;2(1):67-72 – reference: 25372460 - Health Care Financ Rev. 2001 Spring;22(3):101-107 – reference: 10299618 - Eval Program Plann. 1983;6(3-4):185-210 – reference: 24078901 - Prim Health Care. 2013 Apr 15;3:null – reference: 19638641 - Med Care Res Rev. 2010 Feb;67(1):27-37 – reference: 23709051 - Gesundheitswesen. 2013 May;75(5):e34-48 |
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Title | An Evaluation Scale of Medical Services Quality Based on "Patients' Experience |
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