- 期刊
門診高齡友善優先服務對等候時間及就醫滿意度之影響
The Effects of Elder-First Clinic on Waiting Time Reduction and Service Satisfaction
摘要
目的：探討實施高齡友善優先服務是否有效縮短門診就醫時間及其對滿意度之影響。方法：於2017年5月至6月，以簡單隨機抽樣調查門診病人就醫流程中各項服務等候時間及滿意度。結果：在等候時間方面，高齡組較非高齡組等候看診時間減少14.35分鐘（p＜0.001），等候檢驗時間減少7.9分鐘（p＜0.001），等候批價時間減少4.08分鐘（p＜0.001），等候領藥時間減少1.22分鐘（p =0.117）。在滿意度方面，高齡組整體滿意度為4.40分，非高齡組整體滿意度為4.23分；兩組在 各項等候時間之滿意度上無顯著差異。結論：本研究實施之高齡友善優先服務，透過門診服務流程改變，可有效縮短高齡者就醫等候時間；而在非高齡者滿意度上亦未降低。因此，高齡友善優先服務的實施，可帶來正面效應。
並列摘要
Objectives: To evaluate whether the implementation of age-friendly priority services can shorten the time of outpatient visits effectively and its influence on outpatient satisfaction between nonelderly and elderly groups. Method: A simple random sampling method was used to select participants to investigate the waiting time and satisfaction on outpatient visit procedures between May and June 2017. Results: Compared with the non-elderly group, the elderly group had a reduction of waiting time for seeing a doctor by 14.35 minutes (p＜0.001), examination by 7.9 minutes (p＜0.001), pricing at cashier by 4.08 minutes (p＜0.001), and medicine pickup by 1.22 minutes (p = 0.117). The means of overall satisfaction score of the elderly group and non-elderly were 4.40 and 4.23, respectively. There was no significant difference between the satisfactions for the procedures of outpatient visits between groups. Conclusion: The implementation of age-friendly priority services shortened the waiting time of elderly outpatient visits effectively through process reformation, however, did not influence the satisfaction of the non-elderly. Overall speaking, the impact of the implementation of age-friendly priority services was positive.