利用問卷探討某區域醫院病人接受放射治療服務滿意度

Survey Tool for Evaluating Satisfaction Level in Patients Receiving Radiation Therapy in a Regional Hospital

楊淑琴(Shu-Chin Yang) ； 何宗翰(Chung-Han Ho) ； 吳佳玫(Chia-Mei Wu) ； 劉淑芬(Shu-Fen Liu) ； 何聖佑(Sheng-Yow Ho)

《醫療品質雜誌》 13卷6期 (2019/11) Pp. 52-59

https://doi.org/10.3966/199457952019111306010

摘要

目的：研究某區域醫院放射治療部門，放射治療病人滿意度調查，分析影響放射治療滿意度之因素，做為提升服務水準與醫療品質的參考。材料與方法：以問卷量表進行滿意度調查。包括六項服務構面：醫療環境、親近性及便利性、醫療互動、醫療提供者的臨床技能、治療安全及整體評價。探討構面之滿意度分數，及影響服務滿意度因素。結果：研究共發出350份問卷，其中有效問卷271份。病人對整體提供服務滿意度平均分達4.63分。分析男性病人對治療時段安排滿意度高於女性（p =0.04）。在教育程度面向，國中以下者對治療時段安排滿意度較高（p =0.04）。教育程度高中以上者對護理師的專業技能（p =0.03），醫事放射師能尊重您的隱私（p =0.05），和放射治療整體服務（p =0.02）的滿意度較高。結論：研究顯示，接受放射治療的病人對醫療服務有良好滿意度。治療親近性及便利性構面，及治療時段安排的滿意度有改善的空間。未來藉由PDCA品質管理循環，檢討病人治療時段安排的問題，並可考慮夜間的治療時段，作為提升放射治療服務品質的重要參考。

關鍵字

放射治療 ； 病人滿意度 ； 醫療品質

並列摘要

Objective: We used a satisfaction survey tool to investigate the needs of cancer patients who received radiotherapy in a regional hospital and analyze the factors affecting patient satisfaction to improve the quality of therapy. Materials and Methods: The satisfaction survey tool was a well-defined, structured, and open-ended questionnaire. The questionnaire comprised patient needs in six therapy dimensions, namely environmental and structural features, accessibility and convenience, interpersonal relationships, clinical competence of health care providers, treatment safety, and overall satisfaction. Result: We enrolled 350 participants to complete the questionnaire, of whom 271 were eligible. The average total score of patient satisfaction was 4.63. After additional analysis, we found that male patients reported higher satisfaction levels than female patients in the category of scheduled appointment of therapy (p =0.04). Furthermore, patients with only a secondary school education reported higher satisfaction levels than did those with higher education levels in the category of scheduled appointment of therapy (p =0.04). However, those who with higher education levels reported higher satisfaction levels in the categories of professional skills of nurses (p =0.03) and attention to patient privacy by radiological technologists during therapy (p =0.05) and had higher overall satisfaction scores (p =0.02). Conclusion: The patients reported high levels of satisfaction with our medical services during radiation therapy. Our survey also identified areas for improvement, namely accessibility and convenience of therapy and the scheduling of therapy appointments. In the future, we hope to apply the plan-do-check-act procedure to provide tailor-made patient therapy, determine the need for overnight treatment, and provide high-quality health care.

並列關鍵字

radiation therapy ； patient satisfaction ； health care quality