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Cadernos de Saúde Pública

versão impressa ISSN 0102-311X

Resumo

ALMEIDA, Renato Santos de; BOURLIATAUX-LAJOINIE, Stephane  e  MARTINS, Mônica. Satisfaction measurement instruments for healthcare service users: a systematic review. Cad. Saúde Pública [online]. 2015, vol.31, n.1, pp.11-25. ISSN 0102-311X.  http://dx.doi.org/10.1590/0102-311X00027014.

Patient satisfaction surveys can be an interesting way to improve quality and discuss the concept of patient-centered care. This study aimed to conduct a systematic review of the validated patient satisfaction measurement instruments applied in healthcare. The systematic review searched the MEDLINE/PubMed, LILACS, SciELO, Scopus and Web of Knowledge. The search strategy used the terms: "Patient Satisfaction" AND "Patient centered care" AND "Healthcare survey OR Satisfaction questionnaire" AND "Psychometric properties". 37 studies were included and almost all studies showed that satisfaction is a multidimensional construct. In these studies, 34 different instruments were used and most surveys contained the dimension patient-healthcare professional interactions, physical environment and management process. The COSMIN score for methodological quality showed that most of them scored a good or fair average. We can conclude that there is not a gold standard instrument for patient satisfaction assessment but some dimensions are essential for this construct.

Palavras-chave : Quality of Health Care; Patient-Centered Care; Patient Satisfaction; Psychometrics.

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