- 期刊
The Completeness of Patient Satisfaction Questionnaires of Emergency Departments: A Literature Review Approach
急診室病患滿意度問卷調查的完整性：以文獻回顧來檢視
摘要
摘要 問卷調查是最常用來評估急診病患滿意度的方法。本研究目的是使用文獻回顧的方式，探討影響急診部病患滿意度的因素及評估急診室病患滿意度問卷的合適性。 方法 查詢醫學索引(Medline)資料庫從1990年1月到2002年7月之間在標題或摘要有出現「病患滿意度」和「急診室」二詞的文獻。我們挑選有探討急診滿意度因素的文獻進行分析。關於「病患滿意度」的因素則區分成不可控因素和可控因素。另外，本研究亦收集2002年臺灣地區急診室的病患滿意度問卷進行分析。 結果 共蒐尋到34篇有關於急診室病患滿意度的文獻。在不可控因素方面共有11篇報告及16個建議，最常見的影響因素為背景因素(7/16)，其次是年齡因素(5/16)，疾病嚴重度因素(2/16)及性別因素(2/16)。在可控因素方面，共有29篇報告及52個建議，其中最常見的影響因素是溝通因素(18/52)，其次是流程因素(15/52)，態度因素(10/52)，技能因素(6/52)以及環境因素(3/52)。此外本研究共收集42家急診室病患滿意度問卷調查表(回收率為63%)。急診病患滿意度問卷中，一般最缺少的問卷項目是不可控因素中的背景因素及可控因素中的溝通因素。 結論 基於文獻探討，在臺灣許多醫院急診室的病患滿意度問卷設計差異很大且不完備。許多問卷都必須重新修正以提昇急診病患滿意度的評估。
並列摘要
Objective. The questionnaire is the most common method to evaluate patients' satisfaction. The purpose of this study was to use literature reviewed data to investigate the factors affecting patients' satisfaction in the ED and to assess the completeness and quality of patients' satisfaction questionnaires in emergency departments in Taiwan. Methods. The PubMed database was searched for studies addressing ”patient satisfaction” and ”emergency department (ED)” in title or abstract from Janunary 1990 toJuly 2002. The studies which focused on the factors of patient satisfaction of ED were selected. The factors related to patients' satisfaction from these papers were classified into uncontrollable and controllable factors. Patients' satisfaction questionnaires used at emergency departments in Taiwan in 2002 were also collected. Results. Thirty four papers associated with ED satisfaction with service and patient factors were evaluated and included in analysis. Of the 16 factors extracted from the 11 papers, the most important factors affecting patient satisfaction in the ED were background (7/16), age (5/16), illness severity (2/16) and gender (2/16). Of the 52 factors extracted from the 29 papers, the most important affecting patients' satisfaction in the ED were communication (18/52), process (15/52), attitude (10/52), ability (6/52) and environment (3/52). Forty-two of the 67 hospitals' ED satisfaction questionnaires (63%) were collected. In the patients' satisfaction questionnaires of ED in Taiwan, the most common lacking question items were background for uncontrollable factors and communication for controllable factors. Conclusions. Based on the literature reviewed, there is much variatoin in patient satisfaction questionnaire design in ED in many of Taiwan's hospitals. Many questionnaires need futher revission to improve the surveillance of EDs' patients' satisfaction.