- 期刊
醫院門診「溝通與夥伴關係」問卷之中文化與驗證
The Translation and Evaluation of Chinese-Edition Communication and Partnership Questionnaire
摘要
目的：本研究試圖針對醫院門診服務品質中以病人為中心觀點的「溝通與夥伴關係」構面之衡量題項提出建議，並分析醫院門診病人及其不同個人屬性變項對各題項的重視度，以供未來使用時之參考。方法：藉文獻回顧篩選最適合的「溝通與夥伴關係」題項，經回譯翻譯與內容效度檢視後，初擬醫院門診「溝通與夥伴關係」問卷。再以SurveyCake雲端問卷針對曾有過醫院門診經驗民眾進行調查並分析題項的信度與門診看診民眾對各題項的重視度。結果：問卷共發出392分，有效問卷278份，有效回收率70.9%。「溝通與夥伴關係」的11個題項的重要度得分均在4分（代表「重要」）以上。門診看診民眾不同個人屬性變項，如性別、年齡、教育程度等，皆對各題項有不同的重視程度。結論：本研究醫院門診「溝通與夥伴關係」的11個題項雖都高度受到醫院門診看診民眾的重視，但不同性別、年齡、教育程度等的門診就診民眾，各有其關注重視的內涵，可作為醫院在衡量門診品質良窳及門診就診民眾滿意度時的參考。
並列摘要
Objectives: This study examined outpatient service quality in hospitals using items in the "Communication and Partnership" dimension. The study analyzed the importance of each item for patients with diverse personalities, and the results will serve as a future reference. Methods: We conducted a literature review to determine the most appropriate question items for the "Communication and Partnership" questionnaire. We conducted English-to-Chinese back translation and reliability testing to develop the Communication and Partnership Questionnaire. This study collected responses from the public who had used hospital outpatient services by analyzing the reliability of each item and its importance from the perspective of the respective outpatient. Results: A total of 392 questionnaires were sent out, and 278 (70.9%) were valid. All 11 items in the dimensions of "Communication and Partnership" have an importance score above 4 out of 5 (an important indicator). Each item had some level of difference in importance among individual outpatients that have different backgrounds, for instance, gender, age, and education level. Conclusions: This study investigated 11 items of the "Communication and Partnership" dimension in an outpatient setting; all items were considerably concerning to the public. Genders, ages, and educational levels of outpatients have a slight difference in priorities towards these items. The Communication and Partnership Questionnaire in this study could be a pillar for outpatient service quality satisfaction and an important reference in Taiwanese setting.