門診病患就醫背景與門診服務滿意度關係之研究

Relationship between Satisfaction of Outpatient Services and Background of Seeking Medical Care among Patients

韓文蕙(Wen-Hui Han) ； 王冠今(Kuan-Chin Wang) ； 張玉梅(Yu-Mei Chang) ； 陳光慧(Kuang-Huei Chen) ； 徐南麗(Nan-Ly Hsu)

《健康與建築雜誌》 2卷2期 (2015/06) Pp. 46-55

https://doi.org/10.6299/JHA.2015.2.2.R6.46

摘要

背景：在競爭激烈的醫療生態環境中，醫療機構之經營日趨艱難，病患的滿意度是就醫忠誠度的重要影響因素，有必要予以釐清。目的：探討門診病患就醫背景與門診服務滿意度之關係。方法：採橫斷式問卷調查法收集資料，研究工具是結構式問卷，問卷專家效度CVI 1.0，並經表面效度、內容效度處理，門診服務滿意度信度0.93。以立意取樣的方式於2005年7月27日至8月2日選取台北市某區堿醫院之門診病患590人為研究對象。結果：門診服務滿意度總平均分數為3.67分（SD =.51）（滿分5分），介於滿意與普通之間。門診服務滿意度各分量表之得分以服務態度滿意度最高（3.72, SD= 0.55）、環境滿意度次之（3.67,SD=0.58）、等候時間滿意度最低（3.58, SD= 0.69）。門診服務滿意度得分顯著受到婚姻狀態、職業別、年齡、醫療設備優良、服務態度良好、醫術高明、交通便利、不收紅包等因素之影響。結論／實務運用：在既有的醫療設備基礎之下，提升服務態度及醫術是提升門診服務滿意度之關鍵因素。本研究之結果可作為改善醫院門診服務品質之參考。

關鍵字

門診服務滿意度 ； 就醫背景

並列摘要

Background: In the competitive environment of medical service system, the management of medical institutions increasingly difficult, patient's satisfaction is an important factor for seeking medical care in loyalty, it is necessary to be clarified. Purposes: The purpose of this study was to explore the relationship of satisfaction of outpatient services and background to seek medical care at a regional hospital in Taipei. Methods: This is a cross-sectional descriptive design. The instrument was structured questionnaire. Professional validity CVI 1.0, pre-test, face validity, content validity was implemented. Out-patient service satisfaction scale Cronbach's α 0.93, sub-scales were 0.89, 0.92, 0.80 respectively. A purposive sampling consisted of 590 people at a regional hospital in Taipei was conducted between July and August in 2005. Results: The participants mean satisfaction was 3.67 (SD = 0.51), that show participants felt between satisfaction and normal range. The patient satisfaction subscales of service attitude were ranked highest in the satisfaction of outpatient services(3.72, SD= 0.55), followed by environment satisfaction(3.67,SD=0.58) and satisfaction of the waiting time(3.58, SD= 0.69). The marriage, occupation, the well medical equipment of hospital and good service attitude, skillful were significant factors to affect their satisfaction. Conclusions/Implications for Practice: To enhance the well equipment of hospital, the service attitude and skillful will elevate satisfaction of out-patients. The result of this study could be used as a reference for improvement outpatient services.

並列關鍵字

Satisfaction of outpatient services ； Background of seeking medical care