急診病人就醫環境及流程滿意度調查－以一所區域教學醫院爲例

Patient's Satisfaction the Hospital Environment and Service Procedures in Emergency Department-A Regional Hospital Experience

羅櫻桃 ； 林美秀 ； 葉時烊 ； 李紹平 ； 郭幸柔 ； 胡百敏

《領導護理》 7卷2期 (2006/12) Pp. 41-54

https://doi.org/10.29494/LN.200612.0005

摘要

本研究目的爲針對急診醫療服務之環境及流程構面，了解影響急診病人就醫滿意度的相關因素後，根據病人提出之需求與期望進行相關改善措施，並對各項改善措施進行評估。本研究於93年9月中選取之一週對所有急診就醫病人進行自填問卷普查，資料蒐集內容包括病人資料、填答者基本資料、環境及流程細項、整體就醫滿意度，以及再度就診或推薦該急診之意願等。研究結果發現影響整體滿意度的因素爲床單被褥清潔、照明光線、廁所清潔、繳費流程及檢傷分類等候時間的滿意度；影響再度就診或推薦使用該急診的因素爲服務人員的滿意度。本研究針對問卷內容，擬定改善措施，並於94年1月至2月執行，且於94年3月中選取之一週進行所有急診就醫病患自填問卷普查，結果發現所執行之各項改善措施對滿意度之影響不具有統計上的差異，建議未來可修訂改善措施內容，繼續進行相關之評估。

關鍵字

急診部門 ； 就醫滿意度 ； 環境 ； 流程

並列摘要

The purpose of this study was to aimed atsurveying patient's satisfaction of emergency service focusing on hospital environment and service procedure. According to the feedbacks from the surveys, recommendates were made to improve the service level, measurements were also carried out on the effect of the change, to revise the policy and procedure. This research was held in a random selected week of September 2003. It was conduct in the emergency department (ED) with census survey to the patients with self-administration questionnaire focused on the ED environment and procedures. The data collection included emergency patients and responders' background, detailed and overall satisfaction, willingness of re-visited or recommended and suggestions. The key findings of this study were clean bed sheet and covering, sufficient light, clean lavatory, paying processe, and waiting time of triage. The variable of affecting patients' willingness of re-visited or recommended this ED was the satisfaction to medical staffs service. We drafied improve policies based on patients' suggestions from the survey and conducted in January and February of 2004. Then did the census survey again in a random selected week of March 2004. It might be missed the point since the improve policies did not have statistic significance influence. In the farther study, it is suggested to change the contents of the improve policy to go on assessment.

並列關鍵字

emergency department ； satisfaction of seeking medical care ； environment ； procedure