PATIENT VIEWS ON QUALITY CARE IN GENERAL-PRACTICE - LITERATURE-REVIEW

被引:217
作者
LEWIS, JR
机构
[1] Health and Social Policy Research Centre, Department of Community Studies, University of Brighton, Falmer, Brighton
关键词
D O I
10.1016/0277-9536(94)90022-1
中图分类号
R1 [预防医学、卫生学];
学科分类号
1004 ; 120402 ;
摘要
The present paper examines research on patient satisfaction and the factors which influence patient attitudes regarding quality in general practice. Although data are used from U.S. and other sources, conclusions are drawn with a specific focus on a U.K. general practice context. This is a research area with a growing literature, much of it based on unsystematic research. The purpose of this paper is to make a contribution to the process or ordering the data in a manner which will be of utility to those involved in the provision of healthcare and the assessment of that provision. The data suggest conclusions in two broad areas: (1) methods by which patient satisfaction may be assessed; specific published instruments are reviewed, and (2) factors which have been indicated, by the research to date, to influence patient satisfaction. Most consistently identified as being of particular value to patients are interpersonal skills on the part of the practitioner. It is suggested that such techniques should receive wider acknowledgement as a basic element of the practitioner's technical repertoire.
引用
收藏
页码:655 / 670
页数:16
相关论文
共 91 条
[1]   THE USE OF PARTICIPANT OBSERVATION AND RESPONDENT DIARIES IN A STUDY OF ORDINARY LIVING [J].
ATKINSON, D .
BRITISH JOURNAL OF MENTAL SUBNORMALITY, 1985, 31 (60) :33-40
[2]   THE RELIABILITY AND CRITERION VALIDITY OF A MEASURE OF PATIENTS SATISFACTION WITH THEIR GENERAL-PRACTICE [J].
BAKER, R .
FAMILY PRACTICE, 1991, 8 (02) :171-177
[3]  
Baker R, 1992, Qual Health Care, V1, P104, DOI 10.1136/qshc.1.2.104
[4]  
BAKER R, 1990, BRIT J GEN PRACT, V40, P487
[5]  
BAKER RTK, 1992, COMMUNICATION
[6]  
BERTAKIS KD, 1991, J FAM PRACTICE, V32, P175
[7]   THE RELATIONSHIP BETWEEN PATIENTS SATISFACTION WITH THEIR PHYSICIANS AND PERCEPTIONS ABOUT INTERVENTIONS THEY DESIRED AND RECEIVED [J].
BRODY, DS ;
MILLER, SM ;
LERMAN, CE ;
SMITH, DG ;
LAZARO, CG ;
BLUM, MJ .
MEDICAL CARE, 1989, 27 (11) :1027-1035
[8]   A GAP ANALYSIS OF PROFESSIONAL SERVICE QUALITY [J].
BROWN, SW ;
SWARTZ, TA .
JOURNAL OF MARKETING, 1989, 53 (02) :92-98
[9]   PHYSICIANS COMMUNICATION STYLE AND PATIENT SATISFACTION [J].
BULLER, MK ;
BULLER, DB .
JOURNAL OF HEALTH AND SOCIAL BEHAVIOR, 1987, 28 (04) :375-388
[10]   RELATIONAL COMMUNICATION, SATISFACTION, COMPLIANCE-GAINING STRATEGIES, AND COMPLIANCE IN COMMUNICATION BETWEEN PHYSICIANS AND PATIENTS [J].
BURGOON, JK ;
PFAU, M ;
PARROTT, R ;
BIRK, T ;
COKER, R ;
BURGOON, M .
COMMUNICATION MONOGRAPHS, 1987, 54 (03) :307-324