某區域醫院急診病患滿意度之探討

A Study on Satisfaction of Emergency-Room Patients in One Regional Teaching Hospitals

陳麗梅(Li-Mei Chen)

《秀傳醫學雜誌》 4卷2期 (2003/04) Pp. 93-99

摘要

本研究的目的，在於探討某區域教學醫院急診病患之就醫滿意度，以為醫院管理之參考。自民國88年12月27日至民國89年01月02日之間，以立意抽樣239位患者，收集有效樣本190份（回收率79.5%）；採用問卷調查法，將急診服務分為環境、醫護專業能力、病患個人照顧、服務態度及等候時間等5個構面，來觀察急診病患的整體滿意度。並探討病患特質與滿意度之間的關連性。結果顯示：整體而言，病患平均滿意分數3.95分，介於普通與滿意之間；其中最滿意的是：醫護專業能力與等候時間，最不滿意的是服務態度。病患特質中，僅年齡與滿意度呈明顯相關，年齡在60歲以上的滿意度最高，其次為15~9歲。以上的觀察結果，可做為醫院改善醫院關係之參考。

關鍵字

急診室 ； 顧客滿意度 ； 專業能力 ； 等候時間 ； 服務態度

並列摘要

The purpose of this study is to investigate the associated items about satisfaction of patients visiting the emergency room (ER) of one regional teaching hospital in Tainan area. The result may provide some informations to the hospital managers. The patient samples were collected from Dec. 27th 1999 to Jan. 2nd 2000, and the effective samples included 190 cases. Using one questionnaire, we divided We ER service satisfaction into 5 dimensions, as: environment, professional ability, care to the individual Client, service attitude, and time for waiting. We also evaluated the association between the satisfaction and the characters of the patients.
Overall, the average satisfactory score was 3.95, between the ordinary and the satisfactory scales. The most satisfied items were professional ability and waiting time; and the worst was service attitude. Among the parameters of patient characters, only the age was significantly related to degree of satisfaction; as patients older than 60 had the best satisfaction, followed by those between 15 and 19.
As a conclusion, the data from this study suggested our clients at the ER were best satisfied with the professional ability and the waiting time, but worst satisfied with the service attitude. These could afford informations for the hospital managers to improve the hospital-client relationship.

並列關鍵字

emergency room ； client satisfaction ； professional ability ； waiting time ； service ability