目的:对法国全国患者体验和满意度调查(e-Satis)做出回应的患者中有近80%提供了免费文本评论。本文的目的是描述一种用于分析此定性数据的创新方法。
方法:这种方法论方法基于对e-Satis调查受访者评论(逐字)的定性数据的分析。逐字分析包括三个主要步骤:(i)分析单词的含义,通过探索性研究,在没有先入为主的观念的情况下,通过专题词典的构成;(二)句法分析,即,表达思想的方式,这将能够计算说话者参与他们演讲的语言指标;(iii)产生主题的统计数据和特征,其中将包括三个指标:主题的发生,受访者话语中显示的平均满意度,以及他们表达自己的积极和消极参与。鉴于这些结果,建立了四类行动的优先矩阵:强项,优先领域,良好做法,微弱的信号。
结果:在2018年至2019年期间,在里昂公民临终关怀中心住院的受访者共10,061份逐字记录中,将这种方法学方法应用于5868份e-Satis问卷。分析确定了28个主要主题和184个次主题。为了说明的目的,本文提供了一个摘录。
结论:基于定性数据分析的方法学方法将能够将非结构化数据(逐字)转换为可测量和可比的数据。这种方法的结构是为了克服封闭式问题的局限性;开放式问题允许受访者用自己的话描述他们的经历和看法。此外,这是朝着与其他机构的结果在一段时间内具有可比性迈出的第一步。这种方法在法国是独一无二的,因为(a)其探索性主题研究没有先入为主的概念,以及(b)其逐字语法分析。
结论:这种逐字分析方法应能够对患者体验进行精确和可操作的表征,并在医疗机构中引发优先的改进行动。
OBJECTIVE: Almost 80% of the patients responding to the nationwide French patient experience and satisfaction survey (e-Satis) provided free text comments. The objective of this article is to describe an innovative methodology for analysis of this qualitative data.
METHODS: This methodological approach is based on analysis of qualitative data from the comments (verbatims) of respondents to the e-Satis survey. Analysis of the verbatims consists in three main steps: (i) analysis of the meaning of the words, with constitution of a thematic dictionary through exploratory research without preconceived notions; (ii) analysis of the syntax, i.e., the way in which the ideas are articulated, which will enable calculation of a linguistic indicator of speakers\' involvement in their speech; (iii) production of statistics and characterisation of the themes, which will include three indicators: occurrence of the themes, the average satisfaction shown in the respondents\' discourse, and the positive and negative involvement with which they express themselves. Given these results, a priority matrix of four categories of action is established: strong points, priority areas, good practices, and weak signals.
RESULTS: This methodological approach was applied to 5868 e-Satis questionnaires out of a total of 10,061 verbatims by respondents hospitalised at the Hospices Civils de Lyon between 2018 and 2019. The analysis identified 28 major themes with 184 sub-themes. An extract is presented in this article for illustration purposes.
CONCLUSIONS: A methodological approach based on analysis of qualitative data will enable transformation of unstructured data (verbatims) into measurable and comparable data. This methodology is structured to overcome the limitations of closed questions; open questions allow respondents to describe their experiences and perceptions in their own words. Moreover, it is a first step toward comparability of results over time with those of other establishments. This approach is unique in France on account of (a) its exploratory thematic research without preconceived notions and (b) its syntactic analysis of verbatims.
CONCLUSIONS: This verbatim analysis methodology should enable precise and operational characterization of Patient Experience and induce prioritized improvement actions in healthcare institutions.