住院會診等候時間、互動品質與病患滿意度之相關性－以某醫學中心爲例

Correlation among Consultation Waiting Time, Interaction Quality and Consultation Satisfaction at Medical Center in Taiwan

陳建立(Chien-Li Chen) ； 梁素琴(Su-Chin Liang) ； 戴玫瑰(Mei-Kuei Tai)

《醫務管理期刊》 9卷2期 (2008/06) Pp. 131-144

https://doi.org/10.6174/JHM2008.9(2).131

摘要

Objection: The purposes of this study were to compare the discrepancy between the consultation actual waiting time and the perceived waiting time during hospitalization, and to explore the influence of factors on patient satisfaction.
Method: The data of consultation actual waiting time was collected from the inpatient information system of the medical center. A self-report questionnaire was designed to collect perceived waiting time, the satisfaction of the consultation process, and interaction quality. There were 427 validated samples obtained. Consistency was estimated by using Cohen's Kappa analysis. Hierarchical regressions model with forward entry each control variable for predicting consultation satisfaction was performed. The control variables were included demographic data, length of stay, consultation waiting time, expected benefit, and interaction quality.
Results: There were significant differences between actual waiting time and perceived waiting time (Kappa=.088, P＜.001). Perceived waiting time were negatively correlated with consultation satisfaction (r=-.214, P＜.01). The total predicted probabilities of control variables associated with consultation satisfaction were 61%. (Adj. R^2=.606, P＜.01).
Conclusions: There were differences between the actual waiting time and perceived waiting time. Although patient perception may partially influence on the satisfaction of consultation, the interaction between physician and patient could be the most important factor to impact the overall consultation satisfaction during hospitalization.

關鍵字

會診 ； 等候時間 ； 互動品質 ； 滿意度

並列摘要

Objection: The purposes of this study were to compare the discrepancy between the consultation actual waiting time and the perceived waiting time during hospitalization, and to explore the influence of factors on patient satisfaction.
Method: The data of consultation actual waiting time was collected from the inpatient information system of the medical center. A self-report questionnaire was designed to collect perceived waiting time, the satisfaction of the consultation process, and interaction quality. There were 427 validated samples obtained. Consistency was estimated by using Cohen's Kappa analysis. Hierarchical regressions model with forward entry each control variable for predicting consultation satisfaction was performed. The control variables were included demographic data, length of stay, consultation waiting time, expected benefit, and interaction quality.
Results: There were significant differences between actual waiting time and perceived waiting time (Kappa=.088, P＜.001). Perceived waiting time were negatively correlated with consultation satisfaction (r=-.214, P＜.01). The total predicted probabilities of control variables associated with consultation satisfaction were 61%. (Adj. R^2=.606, P＜.01).
Conclusions: There were differences between the actual waiting time and perceived waiting time. Although patient perception may partially influence on the satisfaction of consultation, the interaction between physician and patient could be the most important factor to impact the overall consultation satisfaction during hospitalization.

並列關鍵字

Consultation ； Waiting time ； Interaction Quality ； Consultation Satisfaction

參考文獻

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