以門診顧客滿意度調查結果探討門診顧客的需求

A Survey of Ambulatory Customer's Need by Investigating Patient's Satisfaction

邱聖豪(Sheng-Hao Chiu) ； 陳星助(Hsing-Chu Chen) ； 林欣榮(Shinn-Zong Lin)

《志為護理-慈濟護理雜誌》 2卷3期 (2003/09) Pp. 49-58

https://doi.org/10.6974/TCNJ.200309.0049

摘要

本研究利用結構式問卷訪視東部一所醫學中心門診複診病患或家屬，對門診服務的滿意程度、門診就醫流程中最滿意與最不滿意之處。有效問卷數為897份。研究結果顯示門診顧客的整體滿意度為75.8%，各項服務的滿意度中，以「志工服務態度」(86.7%)為最高，其次為「服務台人員服務態度」(82.7%)，次之為「醫師服務態度」(82.5%)；以「提款機位置」為最低(55.6%)；其次為「停車便利性」(63.2%)，次之為「候診時間」(65.2%)。門診顧客中有94.6%表示若有需要，會再度前來就醫；有91.4%則表示願意推薦他人前來就醫，顯示門診顧客忠誠度高。而在門診顧客選擇醫院就診原因方面，其考量因素以醫師醫術高明、醫院設備優良、服務親切為主。開放式填答部分，門診顧客於就診過程中最滿意的地方，以各類人員服務態度良好親切為主；最不滿意的地方，以停車問題居首、其次為等候時間、福利社方面。整體來看，門診顧客對於「醫療專業」及「人員服務態度」部分較為滿意，對於「等候時間」及「硬體設施」部分較不滿意。此外，亦針對其他因素是否會影響滿意度進行探討，其結果可供醫院改善服務品質之參考。

關鍵字

病患滿意度 ； 門診服務品質 ； 顧客需求

並列摘要

This study aimed at examining patients' satisfaction of ambulatory care services at a medical center in eastern Taiwan. A total of 902 ambulatory care customers were interviewed with 897 being valid. Major results from the analysis revealed that overall ambulatory care satisfaction was 75.8%, top 3 satisfied services being ”Attitudes of volunteers” (86.7%). ”Attitudes of service center employees” (82.7%), and ”Attitudes of doctors” (82.5%); top 3 dissatisfied services going to ”ATM location” (55.6%). ”Parking convenience” (63.2%), and ”Waiting time for treatment” (65.2%). It showed a good customer loyalty that 94.6% ambulatory care customers tended to revisit this hospital if necessary, and 91.4% of ambulatory care customers tended to recommend this hospital to others. The main hospital choice factors of ambulatory care customers were physician's competence, modern equipment, and attitudes of employees. Analysis of customers' opinions indicated that their most satisfied service was ”Attitudes of employees”, most dissatisfied services was ”Parking convenience”. ”Waiting time for treatment” and ”Chandler”. Overall, ambulatory care customers tended to have higher satisfaction with medical competence, attitudes of employees, and lower satisfaction with waiting time and physical facilities. The results can be used to improve the hospital quality of services.

並列關鍵字

patient satisfaction ； ambulatory care quality ； customer need