住院病人對護理服務重視程度與滿意度之相關性探討－以桃園二所地區教學醫院為例

The Relationship between Value and Satisfaction Toward Nursing Service-A Study of Two Regional Teaching Hospitals in Taoyuan

陳寶如(Pao-Ju Chen) ； 蔡秀芬(Hsiu-Fen Tsai) ； 龔美珍(Mei-Chen Kung) ； 趙明玲(Ming-Ling Chao)

《長庚護理》 23卷1期 (2012/03) Pp. 14-26

https://doi.org/10.6386/CGN.201203_23(1).0002

摘要

本研究目的在瞭解住院病人對護理服務的重視程度與滿意度情形，並探討影響護理服務滿意度之相關因素。採橫斷式研究設計兼描述性與相關性研究，運用結構性問卷進行資料收集。以立意取樣方式，於桃園二所地區教學醫院內外科病房選取符合收案條件共197位住院病人。所得資料以描述性統計、獨立樣本t檢定、單因子變異數分析、薛費氏事後比較及皮爾森積差相關等統計方法進行分析。研究結果顯示：住院病人對護理服務滿意度總量表得分指標為80.6分，介於滿意與非常滿意之間。滿意度分量表得分由高至低依序為護理藝術、服務可及性、護理成效、服務持續性、技術品質以及環境控制。教育程度愈低的病人，其對護理服務的滿意度愈高。住院病人對護理服務的重視程度與其滿意度呈為度正相關，意指病人對護理服務的重視愈高，則病人所呈現的滿意度會比較高。護理服務品質是一種連續性的評價，藉由以上結果可作為護理主管修正護理服務內容，制定護理標準及品質管制之參考。因住院病人對「技術品質」及「環境控制」的護理服務滿意度最低，建議護理人員需要經由持續不斷的在職教育、訓練與練習，培養此方面的專業知識及技能，以滿足病人的需求，進而提升護理照護品質。

關鍵字

住院病人 ； 護理服務 ； 滿意度

並列摘要

The purpose of this study was to investigate the relationship between value and satisfaction toward nursing services for hospitalized patients. Furthermore, the related factors, influenced by nursing service satisfaction were also discussed. A cross-sectional design was done by purposive sampling at the medical and surgical wards at two regional teaching hospitals in Tao-Yuan. One hundred and ninetyseven inpatients were interviewed and data were analyzed by descriptive statistics, independent-samples t-test, one-way ANOVA, post-Scheff's, and Pearson'ss Correlation. The results showed that the overall services satisfaction was between satisfied and very satisfied. The order of satisfaction on nursing service was art of care, service availability, effectiveness, continuity, technical skill, and environmental control. Patients of lower education level had higher satisfaction level. The relationship between value and satisfaction showed a positive trend. The nursing service quality control is a continuous work. Based on the findings of this work, the nursing supervisors can modify the evaluation standard and procedure to improve overall quality. This result also shows that the technical skill and environmental control rank the lowest satisfaction level. Therefore, this study suggests that the nursing staff should continuously receive on job training to develop the professional knowledge and skill and improve the quality of nursing service.

並列關鍵字

inpatient ； nursing service ； satisfaction