病人滿意度與回診意願之相關性探討－以某醫學中心眼科為例

The Association between Patient Satisfaction and Patient Revisits: Survey from a Ophthalmologic Department Medical Center

陳怡君(Yi-Chun Chen) ； 張嘉晃(Chia-Huang Chang) ； 王拔群(Pa-Chun Wang) ； 簡湘文(Hsiang-Wen Chien) ； 林思源(Szu-Yuan Lin)

《輔仁醫學期刊》 6卷3期 (2008/09) Pp. 105-115

摘要

Objectives: Patient satisfaction surveys are a common tool to evaluate healthcare quality. In this study, we investigated the impacts of satisfaction and healthcare quality on the willingness for a patient to make a return visit. Methods: Using a structured self-reported questionnaire and a convenience sampling method, this patient satisfaction survey study was conducted in the Ophthalmology Department of a medical center located in northern Taiwan. Factors contributing to satisfaction were explored using Spearman correlations and logistic regression models. Results: In total, 200 patients were surveyed, Cronbach's was 0.86. Patients with a high likelihood of returning generally had positive attitudes toward ”healthcare employees” (84.4 vs. 77.3, p＜0.001) and ”the hospital” (83.5 vs. 79.6, p=0.002). Patients on their initial visit had a lower willingness to return (odds ratio (OR)=0.15, confidence interval (CI)=0.04~0.60). High satisfaction levels were found in patients with a high willingness to return (OR=6.78, CI=1.79~25.65). Conclusions: The general image and professionalism strongly affect the willingness of patients to return. Our study shows that patient source development is the key issue in today's customer-centered healthcare industry.

關鍵字

滿意度 ； 回診意願 ； 眼科

並列摘要

Objectives: Patient satisfaction surveys are a common tool to evaluate healthcare quality. In this study, we investigated the impacts of satisfaction and healthcare quality on the willingness for a patient to make a return visit. Methods: Using a structured self-reported questionnaire and a convenience sampling method, this patient satisfaction survey study was conducted in the Ophthalmology Department of a medical center located in northern Taiwan. Factors contributing to satisfaction were explored using Spearman correlations and logistic regression models. Results: In total, 200 patients were surveyed, Cronbach's was 0.86. Patients with a high likelihood of returning generally had positive attitudes toward ”healthcare employees” (84.4 vs. 77.3, p＜0.001) and ”the hospital” (83.5 vs. 79.6, p=0.002). Patients on their initial visit had a lower willingness to return (odds ratio (OR)=0.15, confidence interval (CI)=0.04~0.60). High satisfaction levels were found in patients with a high willingness to return (OR=6.78, CI=1.79~25.65). Conclusions: The general image and professionalism strongly affect the willingness of patients to return. Our study shows that patient source development is the key issue in today's customer-centered healthcare industry.

並列關鍵字

satisfaction ； willingness to return ； ophthalmology