病人人口特質、追蹤照護情形、病人參與、醫療服務品質及滿意度之探討：以婦科疾病為例

The Relationship among the Patient Characteristics, Follow-up Care, Participation, Health Service Quality and Satisfaction: the Cases of Gynecological Disorders

陳靜誼(Ching-I Chen) ； 陳雅珍(Ya-Chen Chen)

《華醫學報》 49期 (2018/12) Pp. 25-42

摘要

病人參與在醫療服務過程與結果，扮演關鍵的角色。本研究旨在探討婦科病人的人口特質、追蹤照護情形在病人參與的差異性，以及病人參與、醫療服務品質及滿意度之關係。採橫斷式研究設計，以南部某地區醫院之婦科門診病人為研究對象，共計有效問卷為481份。資料分析採SPSS for Windows 18.0版。研究結果顯示，人口特質以年齡、婚姻狀態及生產經驗在病人參與程度有顯著差異(p ＜ .05)；追蹤照護情形中，主治醫師的性別、醫病關係的治療時間、病人過去一年給此醫師看診次數在病人參與程度亦有顯著差異(p ＜ .05)。病人參與正向影響醫療服務品質及滿意度(p ＜ .01)。本研究結果可提供醫療機構管理者在擬定病人參與的策略時，考量病人的人口特質與追蹤照護情形，適度引導病人向醫師分享資訊、提出建議等參與程度，進而提升其知覺的醫療服務品質及滿意度。

關鍵字

病人參與 ； 醫療服務品質 ； 滿意度 ； 婦科疾病

並列摘要

Patient participation in health care is critical to forming the outcomes of a service encounter. This study investigated the levels of patient participation at different demographic characteristics, follow-up care experiences and to explore the relationship between patient participation and health service quality. This study adopted a cross-sectional study design and a sample of 481 questionnaires were collected from patients with gynecological diseases of a local hospital. SPSS 18.0 package software was utilized for statistical analysis of the collected data. The results showed that age, marital status and birth experience were significantly different with levels of patient participation (p ＜ .05). Physician gender, number of physician visits in past 12 months and length of physician relationship also had significantly different with levels of patient participation (p ＜ .05). Simple regression analysis showed that patient participation direct effects on service quality and satisfaction (p ＜ .01). Implications of this study offer healthcare managers on patient participation-enhancing strategies that target the sources of the demographic characteristics and follow-up care, and thus improve service quality and satisfaction.

並列關鍵字

patient participation ； health service quality ； satisfaction ； gynecological disorders