中部某教學醫院自費健撿病人對醫院服務滿意度的調查

Patient Satisfaction of Health Examinations at a Hospital in Central Taiwan

林獻鋒(Hsien-Fong Lin) ； 賴世偉(Shih-Wei Lai) ； 李佳霙(Chia-Ing Li) ； 張靖梅(Ging-May Chang) ； 賴明美( Ming-May Lai) ； 劉秋松(Chiu-Shong Liu) ； 林正介(Cheng-Chieh Lin)

《Mid-Taiwan Journal of Medicine》 6卷3期 (2001/09) Pp. 167-172

https://doi.org/10.6558/MTJM.2001.6(3).6

摘要

背景 有關病人滿意度的研究及其標準設定， 在國內外已有一些報導， 這些報告中都有些許限制或偏差，結果不能被引用到其他醫院，為求改善醫院醫療照顧的品質，評估病人或家屬對醫院服務的滿意狀祝是有需要的。
方法 藉由結構性的問?，收集自民國88年4月至9月間255位至中部某教學醫院參與自費健康檢查者的資料。滿意度的評估按三分法測量受檢者對所經驗事物的感覺程度(共17項) 。
結果 受檢者平均年齡49.1歲，男性佔53.7%，教育程度國中及以下者佔42.5% ，居住於臺中市者佔46.1%，做住院全身健康檢查者佔91.1 %。受檢者對情境事物的知覺感受較滿意的前五項分別是：1)護理人員的服務態度； 2)護理人員解釋各項檢查、治療的步驟及藥物； 3)醫師的服務態度；4)檢查前檢查人員注意事項的說明及5)檢查人員的服務態度。最不滿意之五項分別是： 1)檢查時的隱密性； 2)檢查所花費的時間； 3)候診區的環境； 4)心電圖檢查5)診察室的環境。由皮爾森相闢(Pearson correlation)分析發現：女性對醫院的標示及路線指引和診察室的環境較不滿意：年齡小者對檢查時的隱密性，心電圖檢查，肺功能檢查及胃鏡與大腸鏡檢查之滿意度低：教育程度高者對診察室的環境， 護理人員的服務態度， 檢查時的隱密性， 檢查人員的服務態度及心電圖檢查較不滿意。
結論 探討改進方面，在環境因素上應加強清楚的路線指標，舒適及隱密性佳的候診區和檢查室，減少檢查等候的時間：在醫護人員專業訓練上應加強醫療人員的專業知識及技巧，檢查人員的態度和醫護人員的服務態度及倫理觀念。

關鍵字

醫院服務,滿意度

並列摘要

Background. Various reports published in foreign countries have investigated patient satisfaction and discussed related standards. Limitations of these studies mean that their results cannot be applied directly by other hospitals. Accordingly, evaluation of patient satisfaction and that of their relatives' with the services provided by hospitals is required if quality of service is to be improved for patients.
Methods. Between April and September 1999, 255patients undergoing medical examinations at a teaching hospital in the Taichung area were sampled with a structured questionnaire. Using three degree measurement, patient perceptions of and their degree of satisfaction with these medical examinations were analysed.
Results. The average age of the participants was 49.1 years, and 53.7% were males. Residents of Taichung City comprised 46.1% of participants, while those who had not studied at the junior high school level made up 42.5% of the patients studied. A full medical examination was performed on 91.1% of the participants. The five items relating to atmosphere that patients were most satisfied with were: 1) The attitudes of attending personnel; 2) clear explanations of each examination, treatment procedures, and medications used; 3) the attitudes of attending doctors; 4) explanations of
treatments occurring prior to examinations, and 5) the service attitudes of examining personnel. The five items patients were least satisfied with were: 1) lack of privacy during examinations; 2) time spent during examinations; 3) the waiting area environment; 4) electrocardiography (EKG) examinations, and 5) the examination room atmosphere. Pearson correlation analysis found that females were less satisfied with signposting and guidance within the hospital and with the examination room environment. Female satisfaction was lower than average with regards to privacy, EKG examination, pulmonary function test, panendoscopy and colonoscopy Well-educated patients felt uncomfortable with the environment of the examination rooms, the attitude of nursing personnel, loss of privacy during examination, the attitudes of examining personnel, and EKG examination.
Conclusions. To improve patient satisfaction, clear directions, comfortable and private waiting areas and examination rooms, and minimum waiting times should be a priority. The professional training of nursing personnel should therefore emphasize professional knowledge, skills, attitudes, as well as the ethical issues associated with the practice of nursing.

並列關鍵字

hospital service,patient satisfaction