某醫學中心不同工作人員的醫療服務滿意度之研究

The Investigation of Medical Service Satisfactions to Different Staff at Certain Medical Center

蔡玲矯(Ling-Chaio Tsai) ； 林信仲(Hsin-Chung Lin) ； 張智凱(Chih-Kai Chang) ； 商弘昇(Hung-Sheng Shang) ； 張錦標(Jin-Biou Chang)

《中華職業醫學雜誌》 24卷4期 (2017/10) Pp. 325-338

摘要

目的：探討病人不同背景與基本資料，對於門診檢驗櫃檯的工作人員，在服務態度滿意度的單因子變異數分析，瞭解檢驗室對於醫檢師與其他工作人員的教育訓練是否落實，及全職抽血醫檢師的存在必要性。方法：本研究為準實驗設計(Quasi-experimental research designs)，採立意取樣(purposive sampling)。醫檢師與檢體收集處的工作人員各別分為3組，對有執行檢驗之門診病人於檢驗櫃檯進行問卷調查，共發出350份問卷回收331份，以Excel進行資料建檔，以SPSS 20.0版套裝統計軟體進行分析。結果：醫檢師分為3組，包括：專職抽血醫檢師、白班全能醫檢師、夜班全能醫檢師進行分析，結果p值＞0.05，無顯著差異，表示醫檢師作業一致，教育訓練有落實。檢體收集處的工作人員分為3組，包括：檢體收集處人員、白班支援人員、夜班支援人員進行分析，結果p值=0.04，有顯著差異，表示白班支援人員優於檢體收集處人員。討論：(1)醫檢師分成3組，結果醫檢師作業一致，需要考慮全職抽血醫檢師的存在必要性；(2)檢體收集處的工作人員，白班支援人員優於檢體收集處人員，推論檢體收集處人員是一般雇員非醫檢背景造成以上結果，對於醫檢師的教育訓練持續不變，但是對於檢體收集處人員則需要再加強檢驗相關方面的知識；(3)依實際抽血時段分析，得知「一般櫃檯等候抽血檢查的時間」、「報到流程(抽號碼牌) 」、「以號碼作為排序及呼叫依據」上午優於小夜，所以須改善小夜班的工作流程。

關鍵字

醫檢師 ； 檢驗櫃檯 ； 服務滿意度 ； 品質

並列摘要

Objective: To investigate whether laboratory education and training to medical technologists (MT) and specimen receiver (non-MT) are comprehensively implemented and the employments of phlebotomy technicians are necessary. For this purpose, services satisfaction surveys including patient's educational background and basic information were determined by one-way analysis of variance. Methods and material: The study was a quasi-experimental design. A purposive sampling approach was used that medical technologists (including phlebotomy technician) and specimen receivers were individually divided into 3 subgroups. A service satisfaction survey was conducted among patients who need blood drawing or submit specimens at the laboratory out-patient department (OPD). Participants answered a questionnaire regarding service attitudes and specimen submission procedures. 331 returned questionnaires, from 350 questionnaires, were analyzed using Excel and SPSS 20.0 version. Results: On the education and training, the statistical data was not shown significantly difference among phlebotomy technicians and medical technologists who were on day shifts and night shifts (p＞0.05), indicating that education and training were thoroughly implemented and standard operating procedure (SOP) were consistent. In terms of service satisfaction, there was statistically significantly difference among specimen receiver and medical technologists (Day shifts and night shifts) (p=0.04), revealing that medical technologists (day shifts) surpassed their counterparts. Conclusion: From results, we concluded: (1) the operating procedures were consistent among medical technicians; thus, the necessity of phlebotomy technicians should be considered. (2) the education and training regarding medical laboratory knowledge needs enhancing for specimen receivers, due to they are not MT-related background. (3) on blood drawing periods (morning and night), we find that no matter what ＂waiting time for phlebotomy,＂ register procedures (automated machine), ＂or ＂calling orders with register numbers＂, morning service periods surpasses the night service periods; thus, the operating procedures for night periods need improving.

並列關鍵字

medical technologist ； laboratory out-patient department (OPD) counter ； service satisfaction ； quality