急診顧客滿意度調查結果及相關因素探討—以某區域醫院為例

Customer Satisfaction and its Relative Factors in an Emergency Department - A Case Study at a Regional Hospital

嚴玉華(Yu-Hua Yan) ； 陳金鍾(Chin-Chung Chen) ； 王石補(Shih-Pu Wang)

《醫護科技學刊》 6卷4期 (2004/10) Pp. 385-396

https://doi.org/10.6563/TJHS.2004.6(4).6

摘要

在競爭激烈的醫療環境中，醫療機構所提供的醫療服務必須是合於顧客的期望及需求，而在實證研究方面，本研究以南台灣某區域醫院爲對象，採問卷調查研究方法對急診之顧客及親友進行滿意度調查，以了解顧客及親友對急診所提供之醫療服務需求滿意程度。主要的研究結果發現急診整體滿意度爲78.26%，各項急診滿意度中，以急診顧客對於「醫師耐心傾聽病情」(84.04%)滿意度最高、其次爲「護理人員態度親切」(84.2%)、次之爲「守衛及義工人員服務態度」(83.6%)，以「座椅舒適及座位足夠」(69.0%)爲滿意度最低、其次爲「等候住院時間」(69.4%)、次之爲「等候開刀時間」(71.4%)。於急診顧客五項滿意度構面與急診顧客是否會再度選擇本院急診就醫，發現在環境設施、工作態度、醫療過程、服務結果等四項構面滿意度有顯著差異(p＜0.05)；對於急診顧客各項滿意度與急診顧客是否願意介紹他人至本院就醫，發現在環境設施、醫療過程、服務結果等三項構面滿意度有顯著差異(p＜0.05)。本文最後亦就本研究之實務意涵，以及未來值得進一步研究之課題做一討論。

關鍵字

急診滿意度 ； 顧客需求 ； 醫療品質

並列摘要

Given the highly competitive medical environment, medical services offered by medical mechanism are required to satisfy consumer expectations. This investigation conducted a questionnaire among customers and their relatives to survey their satisfaction when visiting the emergency department at a regional hospital in southern Taiwan. This survey demonstrated satisfaction levels of 78% for the total emergency department. The results of other items are as follows: ”Physicians' patience in listening to the patients” was 84.4% the highest of all levels. ”Good attitudes of nursing staff was 84.2%”. ”The attitude of hospital guards and volunteers” was 83.6%. ”The waiting time for operations” and ”the waiting time for admission” were 71.4% and 69.4% respectively. Additionally, The least satisfactory item was ”the comfort and sufficiency of the seats”, which was only 69%. There were significant differences in statistics (p＜0.05) on the four aspects of hospital facilities, working attitudes, medical processes, and service satisfaction with respect to repeat visits by the customers to the hospital. Regarding customers introducing their families to the hospital, there were still significant differences (p＜0.05) on 3 aspects of hospital facilities, medical processes, and service satisfaction levels. The conclusion was to discuss the implications of this research and suggest several future research issues.

並列關鍵字

Emergency patron community satisfaction ； patron community demand ； quality of care

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