某醫學中心牙科門診醫療服務病患滿意度之分析探討

Patient Satisfaction at Dental Department of a Medical University Hospital

蔡文惠(Wen-Hui Tsai) ； 陳昭男(Chao-Nan Chen) ； 李彩雲(Tsai-Yun Li) ； 周芳如(Chou Fang-Ju) ； 李翠芬(Tsui-Fen Li)

《Taiwan Journal of Oral Medicine Sciences》 29卷2期 (2014/12) Pp. 71-85

摘要

近幾年來台灣醫療的趨勢衍然成為大街小巷診所、醫院林立的景象，雖然提高了民眾就醫的選擇性與便利性，卻也讓醫療市場的競爭性趨於激烈。醫院管理者若能夠瞭解顧客對醫院服務品質滿意或不滿意之因素，可提供醫院管理者及服務工作人員改善服務品質之參考依據。而醫院為著追求未來市場之永續經營，實有必要瞭解服務品質之要素，對於顧客滿意情形。本研究主要的目的是探討一般民眾接受醫學中心牙科醫療服務後，所感受到的滿意度調查。本研究希望以「醫院環境設施方面」、「候診時間方面」、「工作人員的服務態度方面」、「醫療過程方面」、「服務結果」五個構面，對接受醫學中心牙科門診醫療服務的病患滿意度做一探討。以高雄某醫學中心－口腔醫學研究中心牙科門診病患進行抽樣調查。共發放140份問卷，回收137份有效問卷，有效回收率為98%。研究結果顯示出，對於口腔醫學研究中心牙科門診部門的滿意度均為相當滿意。其中「醫院環境設施方面」的滿意度較低些，顯示醫院牙科門診部門於醫院環境設施結構面，須提供舒適清潔的環境，以提昇整體牙科門診部門滿意度。

關鍵字

滿意度 ； 服務品質 ； 病患抱怨

並列摘要

Purpose: Patient satisfaction is a widely used in health care quality metric. Patient satisfaction has been linked to treatment adherence. The quality of care provided and the level of patient satisfaction are emerging as the core of many marketing strategies in health services as a means to achieve a distinctive competency in ever-more competitive markets. Patient satisfaction is becoming an increasingly important indicator of quality of dental care. Therefore, the present study was designed to evaluate patient satisfaction at dental department of Medical University Hospital. Methods: This study was basing on convenience sampling. The qustionnaires consisted of five iterms: There were outpatient time; stuffs services; treated procedure and services outcomes, measuring patient satisfaction level over a five-point Likert scale. This research were a cross-sectional study, which conducted the descriptive and proceeded ANOVA test to the patient satification. After datas processing and analysis, the response rate were 98% (137/140), It was found excellent. Besides, there were 3.35 score of the participlants thinking it was difficult for their communication. Conclusion: The overall high level of patient satisfaction reflected the dental team's approach of responsibility and accountability of towards the target population.

並列關鍵字

satisfaction ； service quality ； customer's complaint