高齡病人對醫院品牌與高齡友善政策滿意度之初探

Preliminary Study of Elderly Patients' Satisfaction toward Hospital Brands and Age-friendly Policies

嚴玉華(Yu-Hua Yan) ； 龔志銘(Chih-Ming Kung)

《台灣老年醫學暨老年學雜誌》 9卷4期 (2014/11) Pp. 184-197

https://doi.org/10.29461/TGG.201411_9(4).0004

摘要

目的：高齡長者較一般人相對有高的醫療服務需求，醫院提供給之高齡友善政策仍可改善。本研究探討高齡病人對於醫院形象、醫病關係品質與高齡友善政策滿意度之影響關係。方法：本研究採用問卷調查，選取某一區域醫院65歲以上之高齡病人為對象，以結構式問卷進行面對面訪談收集資料，在檢驗無反應偏差與問卷信效度後，進一步進行描述性分析及迴歸分析。結果：實際完成資料收集者共382位。研究結果顯示，醫院形象愈好，則高齡友善政策滿意度愈高；醫病關係品質愈好，則會對於管理政策、溝通服務及照護流程之滿意度，產生正向顯著的影響（p＜0.05）。結論：醫院必需更積極重視高齡議題，並帶領所有同仁透過願景領導、組織文化，營造讓長者受尊重且安全、專業的就醫場所。

關鍵字

高齡友善政策 ； 醫院形象 ； 醫病關係品質

並列摘要

Objective: The fact that elderly adults have relatively greater needs of health care than the general population renders the need to provide age-friendly services an issue of crucial importance to healthcare institutions. The study aims to explore the relationship between elderly patients' perceptions of hospital image, physician-patient relationship, and their satisfaction toward the hospital’s age-friendly policies. Methods: The study employed a questionnaire and enrolled elderly patients (＞ 65 years) from a regional hospital as the subjects. A structured questionnaire was used to conduct the face-to-face interview. Both descriptive and regression analyses were perfomred after the reliability and validity of the survyed results were tested. Results: A total of 382 elderly patients participated in the study. Results showed that the better the hospital image, the higher the satisfaction is towards its age-friendly policies. Better physician-patient relationship exerts a more positive influence on elderly patients' satisfaction towards management policies, communication and medical care procedures (p＜0.05). Conclusions: Hospitals need to pay closer and more active attention to the needs of their elderly patients so as to create a safe, professional and friendly medical care environment where the elderly patients are respected through visionary leadership and organizational culture.

並列關鍵字

age-friendly policies ； hospital image ； physician-patient relationship quality