摘要
近年來醫療產業快速發展與健保政策之改變，醫療機構間的競爭漸趨白熱化，又民眾擁有自由選擇就醫場所之權利特性使然，民眾對於醫療服務品質之期望與實際經驗間並無一致性存在。是以醫療院所欲滿足民眾之期望，當以醫療品質為指標，以獲取民眾對服務品質之信賴與滿意。 本研究以某區域教學醫院門診病患為滿意度調查對象，以結構式問卷針對環境設施、等候時間、服務態度、醫療過程與就醫安全五大構面為調查方向，以有效樣本669筆資料進行分析。用以瞭解病患對各項服務品質滿意程度，於未來改善醫療服務品質、建構安全之就醫環境與病人安全持續監控之策略擬定參考依據。 本研究結果呈現，整體滿意度為3.76分（滿分為5分），其病患在各構面滿意程度最高為就醫安全（3.99分），其次為醫療過程（3.96分）、服務態度（3.91分）、環境設施（3.65分）與等候時間（3.29分），由此可看出醫院在推動就醫安全上之用心與成效，同時顯示病患之就醫背景與其特質對醫療服務滿意度有顯著差異。 透過本研究，期望從病患滿意度之成果，作為該醫院提供醫療服務品質與就醫安全工作推動之改善方針；亦可為其他醫療院所醫療服務滿意度之參考，且以病患對於醫療品質之回饋－滿意度為改進依據，因為醫療品質之根本來自於對「病人安全」之重視。
並列摘要
This study explored patient satisfaction with medical service quality, and then used the results as the basis for improving medical service quality and continuous monitoring the medical safety. Through our literature review, we identified begin five dimensions-facility environment, waiting time, service attitude, treatment process and treatment safety-to develop a structured structural questionnaire which we administered along with an outpatient questionnaire in a regional teaching hospital. The overall average satisfaction score was 3.76 (out of 5). Begin of the five dimensions, patients reported the highest degree of satisfaction with ”treatment safety” (average score 3.99), followed by ”treatment process” (average score 3.96), suggesting that the hospital and patients had benefited from hospital attention to medical safety. We also found that feedback varied by the way patients made appointments, the times they visited, gender and age suggesting that these factors had a significant effect on patient satisfaction with medical service. In conclusion, paying attention to medical safety can serve as the basis of medical service quality. Hospitals may want to consider using patient satisfaction as an indicator for need for improvement in medical service or medical safety.
被引用紀錄
延伸閱讀
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