病人權利認知與就醫忠誠度關聯性之研究－以病人權利滿意度為中介變項

Patients'' rights satisfaction: mediator of patients'' rights cognition and medical loyalty

許淑嬌(Su-chiao Hsu)

指導教授 ： 鍾燕宜

中臺科技大學/管理學院/健康產業管理研究所/碩士(2011年)

https://doi.org/10.6822/CTUST.2011.00062

摘要

研究動機：「以病人為中心」是各醫療機構的服務理念，而重視病人權利就是最基本的要素。過去研究發現民眾重視病人權利，且正向影響滿意度，然而病人權利認知是否會影響就醫忠誠度，卻鮮少提及亦尚無定論。研究目的：探討病人權利認知與就醫忠誠度之關連性，並實證病人權利滿意度是否會對病人權利認知與就醫忠誠度間產生中介效果。研究方法：採橫斷式抽樣調查法，以中部某一區域醫院的住院病人為受訪對象，有效問卷382份。研究結果：病人權利認知與病人權利滿意度之間具差異性，對病人權利感受不滿意；病人權利認知與就醫忠誠度呈正相關，且病人權利滿意度為中介變項，即病人權利認知會透過對病人權利滿意度，進而提高就醫忠誠度。結論與建議：醫療機構應落實維護病人權利，加強病人醫療上「知」的權利，建立良好的溝通管道，傾聽病人的聲音，才可提高病人權利滿意度，藉以有效掌握忠誠病患，提升醫療品質。

關鍵字

病人權利 ； 認知 ； 就醫忠誠度 ； 滿意度

並列摘要

Background: “Patient-centered” is the concept of service of medical institutions, while the emphasis on patient’s rights is the most basic elements. Previous studies have confirmed that people pay much attention on patient’s rights, and it has a positive correlation between patient’s rights and medical satisfaction. Does the cognition of patient’s rights affect the medical loyalty of the patient, however, is rarely mentioned and even no conclusion. Purpose:The study is to investigate the correlation between the cognition of patient’s rights and medical loyalty, and to explore whether the satisfaction of patient’s rights produce a mediation effect on cognition of patient’s rights and medical loyalty. Methods: This study used cross-sectional sample survey, the inpatients of a hospital in central region of Taiwan as the target respondents, and a total of 382 valid questionnaires were collected for analysis. Results: The results showed that there is a difference between the cognition of patient’s rights and the satisfaction of patient’s rights. Besides, there is a dissatisfaction on the rights of patients; There was a positive correlation between the cognition of patient’s rights and medical loyalty, and the satisfaction of patient’s rights is a mediator which affected them. It means that the cognition of patient’s rights would improve the medical loyalty by satisfaction of patient’s rights. Conclusions: Therefore, if medical institutions make great efforts to maintain patient’s rights, enhance patient care on the " to know ", is establish good communication and listen to the voice of the patient,the medical satisfaction and the medical loyalty will enhance and then will improve the medical care of the patient.

並列關鍵字

patients'' rights ； cognition ； satisfaction ； medical loyalty

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