- 期刊
病人知覺醫師行爲與組織因素對其醫病關係滿意之影響
The Influence of Patient Perceived Physician Behaviors and Organizational Factors on Patient Satisfaction and Physician-Patient Relationships
摘要
目的：本研究旨在探討醫師行為（人本關懷、專業能力、醫病溝通）與組織因素對醫病信任及病患滿意影響之研究。本研究提出一個理論模型（含九個假設），說明人本關懷、專業能力、醫病溝通、組織因素除了是醫病信任的重要預測因子之外，並可間接透過醫病信任影響病患滿意。 方法：針對台灣北、中、南、東部各一家醫療院所之門診病患為施測對象，共回收502份有效問卷，並以描述性統計分析、驗證性因素分析、相關分析、結構方程模式等統計方法，驗證本研究模型。 結果：（l）本研究模型經驗證後，證實模型契合度甚佳，可奠定未來研究之基礎。（2）人本關懷、專業能力、醫病溝通、組織因素是醫病信任的四種決定因素，其影響力相當接近。（3）專業能力與醫病溝通對病患滿意有顯著正向之影響。（4）人本關懷與組織因素對病患滿意並無顯著正向影響，兩者必須間接透過醫病信任，以影響病患滿意。因此，醫病信任扮演重要之中介變項的角色。（5）醫病信任對病患滿意具有顯著正向影響。（6）四種預測因子對病患滿意的總效果方面，影響力依序為專業能力、醫病溝通、組織因素、人本關懷。 結論：醫師行為（人本關懷、專業能力、醫病溝通）與組織因素對醫病信任之建立，與後續病患滿意的提升，具有決定性之影響，四者不可偏廢其一。
並列摘要
Objectives: The objective of the study is to explore the influence of physician behaviors (humanistic caring, technical competency, and communication) and organizational factors impact on patient trust and satisfaction. We proposed a theoretical model which hypothesized physician behaviors (humanistic caring, technical competency, and communication) and organizational factors have significant influence on patient trust, and the effects of physician behaviors and organizational factors on patient satisfaction are mediated by patient trust. Methods: The sample was collected from four regional hospitals located in northern, central, southern Taiwan. The visit questionnaires were completed by 502 patients known to be eligible. Data were analyzed by descriptive statistics analysis, confirmatory factor analysis, correlation analysis, and structural equation modeling. Results: (1) According to the statistical results, the proposed model fits the samples of four hospitals very well; (2) Humanistic caring, technical competency, communication, and organizational factors are the significantly direct antecedents of patient trust in physician; (3) Technical competency and communication are the significantly direct antecedents of patient satisfaction; (4) The effects of humanistic caring, and organizational factor on patient satisfaction are mediated by patient trust in physician; (5) Patient trust in physician have significant influences on patient satisfaction; (6) The rank of total influential effect on patient satisfaction is technical competency, communication, organizational factors, and humanistic caring. Conclusions: The physicians’ behaviors (humanistic caring, technical competency, and communication) and organizational factors are crucial to patient trust in physicians and satisfaction. The four critical factors should be valued simultaneously by the executives and managers of hospitals.