中文摘要：

目的 探讨急诊病人满意度量表研制的方法与内容。方法 急诊病人满意度的调查内容、量表设计、调查方式、满意度影响因素等所涉及的方法学问题。结果 急诊病人满意度调查内容为救护车服务、医生服务、辅助科室服务、护理服务、治疗结果与花费、知情权、就医环境、等待时间；量表条目的考核采用应答率法、CR值法、相关系数法和变异系数法；对量表信度的分析，采用Cronbach’s α系数评价量表和因素的内部一致性；对量表效度的分析，用探索性因子分析和验证性因子分析。结论 可信和有效的急诊病人满意度量表是评价急诊医疗服务的重要手段和可行方法。

英文摘要：

Objective To explore the methods and contents on emergency patient satisfaction questionnaire（EPSQ）. Methods Methodological issues of EPSQ design, content, assessment methods and style of survey were reviewed and analysed. Results The questionnaire commonly consisted of 8 domains, including ambulance service, doctors＇ attitude and technology, auxiliary department service, nursing care, costs and therapeutic outcome, power for informed consent, medical environments, and waiting time;Selection of items and factors in the questionnaire was based on comprehensive consideration of the response rate, critical rate（CR） value, variation degree, and correlation;Internal consistency of the factors and the whole questionnaire were examined by calculating Cronbach alpha;Construct validity was evaluated by exploratory factor analysis and confirmatory factor analysis. Conclusion Reliable and valid EPSQ was very important instrument and practical method to evaluate quality of the emergence medical services.