効果的な調査票をどう作るか？
患者満足度調査が、より正確に病医院の実体を映し出し、患者さんと医療スタッフの大きな負担にならずに無理なく継続できるようにするには、調査票の質問内容が大変重要になります。また、調査結果の経時的な変化を比較するには質問は頻繁に変更しないほうがよいので、内容を慎重に考えてからスタートする必要があります。
調査票は、質問文と回答の選択肢、または記入欄で構成されます。質問文は、できるだけわかりやすく、答えやすいように工夫します。また、質問の順番も、答えやすい質問から始め、質問間のつながりがスムーズになるようにします。
筆者は、２００１年の医院開院当初から継続的に患者満足度調査を行ってきました。質問内容は、①対応面に対する評価（a．受付、b．医師、c．医師以外の医療職）、②技術面及び説明の分かりやすさに対する評価（a．医師、b．医師以外の医療職）、③待ち時間に対する評価、④総合評価、⑤自由記載欄の５項目です。質問１から４までの項目は、「非常に満足・かなり満足・どちらともいえない・やや不満・かなり不満」という５つの選択肢から選んでもらいます。こうすることで、たとえば、非常に満足＝３点、かなり満足＝２点などと患者さんの印象を間隔尺度として数値化し、統計処理に活かすことができます。
当院では、診察が終了してから会計までの待ち時間の間に調査にご協力いただいています。また、調査が個々の患者さんの診療に影響がないことを担保し、個人情報へ配慮する観点から、調査は無記名で行っています。
次稿では、実際の調査の実施方法について解説します。
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