急診滿意度調查表完整性之比較

The Comparison of Patients' Questionnaires of Satisfaction of Emergency Departments in Taiwan

張黃盛(Huang-Sheng Chang) ； 陳維恭(Wei-Kung Chen) ； 張宏文(Hung-Wen Chang)

《中華民國急診醫學會醫誌》 4卷2期 (2002/06) Pp. 91-97

摘要

目的：探討台灣各醫院急診室滿意度調查表的差異性及適當性。
方法：依評鑑標準將各醫院分為地區醫院、區域醫院及醫學中心，將其急診室正在使用中的滿意度調查表區別為外在因素及內在因素兩大問項，以單一因子變數分析(one-way ANOVA)進行比較。
結果：有66家醫院接受調查，有效回收急診室滿意度調查表32份(48%)。我們發現內在因素的問項，以「服務態度」的滿意度問項數最多，「專業技術」的問項數最少。外在因素的問項，以「背景」的問項數最多，「疾病嚴重度」的問項數最少。有47%的醫院沒有詢問受訪者對急診的整體滿意度或有無再回診的意願。不同的層級醫院在各不同因素問項數上，除了整體滿意度或再回診意願外，其餘並無統計學上顯著差異。
結論：台灣各醫院急診室滿意度調查表的問項內容完整性不足，要有效的進行品質改善措施應至少包括內在因素及外在因素的十大問項在內。

關鍵字

病患滿意度 ； 問卷調查 ； 急診

並列摘要

Background: Patient satisfaction is an important indicator in hospital quality control. The, purpose of this study was to compare different questionnaires of patient satisfaction in emergency departments in Taiwan, and assess their validity.
Method: Patient satisfaction questionnaires currently used in emergency departments in Taiwan were collected and analyzed. We classified the question items into two major groups: actors and intrinsic factors. The hospitals were classified into three kinds: medical center, regional hospital and local hospital.
Results: Of the intrinsic factors, the most frequent item in these questionnaires was ”attitude” while the least frequent was ”ability.” The most frequently absent question item was ”communication” (22%). Of the extrinsic factors, the most frequent item was ”background” while the least frequent was “disease severity.” The most frequently absent question was ”disease severity” (81%). Forty-seven percent of questionnaires lacked items relating to ”willingness to revisit” or ”overall satisfaction”. Except for the overall satisfaction, there were no differences between different kinds of hospital with regard to the content of the questionnaires.
Conclusion: There was wide variation of completeness and validity of contents. among patient satisfaction questionnaires at EDs in Taiwan. Regarding the kinds of question items included in patient satisfaction questionnaires in the EDs, our findings indicate that the questionnaires need to be revised to incorporate both intrinsic and extrinsic factors.

並列關鍵字

patient satisfaction ； questionnaire ； emergency department