大型醫學中心之物理治療患者對物理治療服務的滿意度調查

A Survey of Patient Satisfaction with Physical Therapy Services Provided in the Large Medical Centers

蔡美文(Mei-Wun Tsai) ； 王家美(Chia-Mei Wang) ； 徐道昌(Tao-Chang Hsu)

《中華民國物理治療學會雜誌》 17卷2期 (1992/09) Pp. 91-103

https://doi.org/10.29616/JPTAROC.199209.0001

摘要

本研究旨在探討大型醫學中心之物理治療患者對物理治療之醫療作業、設備、專業及服務的滿意度，並對患者之滿意度的可能影響因素加以分析了解。本研究的調查對象係選取國內六家大型醫學中心（自七十九年一月至十二月底）的物理治療患者，依據患者的就醫診斷類別進行分層抽樣，總計抽取1975人，將設計好的「物理治療患者對物理治療服務之滿意度調查」的問卷－問卷之折半信度為0.94，以郵寄方式實施調查，經二次寄發和催覆問卷，共回收26.0%之問卷，整理其中427份有效問卷之資料後，進行統計分析處理。研究結果顯示：目前國內大型醫學中心之物理治療部門服務的情形，88.6%的患者認為滿意，其平均滿意度介於尚稱滿意至滿意之間，對物理治療之醫療行政作業和設備環境的滿意度，各類患者的評分相似，對物理治療之專業服務的滿意度則變異性較大，尤其是具疼痛症狀以電療儀器治療為主的患者，其滿意度明顯低於神經科和骨科疾病的患者。分析可能影響患者滿意度的因素，主要有等候通知治療的時間、治療空間的不受干擾、物理治療人員的敬業人員與患者的溝通情形等，此外，患者停止物理治療的原因、環境的舒適感、治療的效果及物理治療的專業知識和能力等因素，會影響患者的就醫行為。最後，本研究討論一些患者的意見和需求，提供各醫院物理治療部門及政府有關單位參考，期望對提升國內物理治療之醫療服務品質有助益。

關鍵字

滿意度 ； 物理治療

並列摘要

The purposes of this study are to survey the patient satisfaction with physical therapy services provided in the large medical centers in Taiwan, and to analyze the possible factors that may affect the patient satisfaction. The population of this study was the patients who had received physical therapy in any one of the six large medical centers in Taiwan during 1990s (from Jan-1-1990 through Dec-31-1990). Nineteen Seventy-five subjects, grouped by the hospital and diagnosis, were selected by stratified random sampling. A designed questionnaire, of which the half-split reliability of the questionnaire was 0.94, was sent to each of the patient of this study by mail. The return rate of the mailed questionnaires is 26% (477/1975). Four hundred and twenty-seven of the returned questionnaires were valid for the data analysis.
The results of this study showed 88.6% patients were satisfied with the physical therapy ser-vices of the large medical centers in Taiwan. Their satisfactory level was between fair and good level. The patient satisfactory levels for the services of administration, equipments and environment were similar in all diagnosis groups. For the professional services, those patients, whose main symptom was pain, treated only by modalities were significantly less satisfactory than patients with neurological and orthopedic disorders. Analyzed with stepwise multiple regression, factors that would affect the level of patient satisfaction with physical therapy services included the duration of waiting for treatment, the privacy of treatment space, the diligence of physical therapists, the effect of physical therapy, the arrangement of follow-ups, and the attitude of commmunication. In addition, some factors which included the reason of discharge, the atmosphere of comfort, the effects of physical therapy, and the ability and knowledge of the profession would affect the medical consumer behavior of the patients.

並列關鍵字

Patient satisfaction ； Physical therapy