綜合性醫療服務滿意度的認知與影響因素之研究：以中部某區域性醫院為例

研究背景與動機：就醫民眾對於醫療服務的滿意情形，多數反映醫療機構的專業形象；然而，非醫療專業部分的一般性服務乃至就醫環境，亦會是就醫民眾感受滿意程度的重要部分。因此，醫療機構服務品質及其滿意度的理解與調查，並非只需看重醫療照護面向，醫療人員的態度、就醫時間、醫療環境與設施乃至對醫療機構的整體評價，皆是影響醫療服務品質以及病患就醫滿意度的重要依據。研究目的：探討中部一家區域性綜合醫院就醫民眾，對於該醫院所提供之門診、急診與住院等醫療服務的認知與滿意度情形。研究方法：本研究之對象為中部某區域醫院門診、急診及住院病患。採用便利抽樣方式分別發放620~650份結構性問卷蒐集相關資料。共計發放1,890份問卷，平均有效回收率為94.15%。蒐集完成之資料利用SPSS統計套裝軟體，進行描述性統計及推論性統計分析，以了解就醫民眾對各項醫療服務相關認知的滿意情形。研究結果與建議：就醫病患對於各項醫療服務各構面滿意度的認知，會因為個人特質而有顯著不同的項目，以門診服務最少，住院服務最多。門診、急診及住院病患對該機構「環境設施」與「等候時間」的滿意度均為最低；各構面滿意度在排序上並具一致性。建議該醫院可就就醫流程與人力配置的優化等層面，進一步了解與評估改善就醫民眾對等候時間主觀感受較佳之方法。

關鍵字

綜合醫院；綜合性醫療服務；就醫滿意度；醫療服務品質

並列摘要

Background: The satisfactions of medical services mostly reflected the professional images of medical institution. However, the general services and medical environments of the non-medical specialies will also be an important part of patients' satisfactions. Therefore, the understanding and investigation of medical service quality and satisfaction, not just need to focus on medical care, but also include the attitude of medical personnel, waiting time, medical environment and facilities and even the overall evaluation of medical institutions. Purpose: The purpose of this study was to explore the influence of factors on synthesized medical services satisfactions of a general hospital in central Taiwan. Methods: This study collected data with structural questionnaire by convenience sampling method. There were 1,890 subjects (valid returned rate was 94.15% in average) invited in this study including outpatients, emergency patients and inpatients. This study performed descriptive statics and variance analysis to examine the related factors influencing the satisfaction degrees of respondents' perceptions. Results and Suggestions: In this study, the dimentions of respondents' perceptions of synthesized medical services satisfactions showed significant differences because of personal traits, with minimal outpatient service and most inpatient care. Outpatient, emergency and in-patient patients were the least satisfied with the ＂environmental facilities＂ and ＂waiting time＂ dimentions in this hospital. It is suggested that the hospital can further understand and evaluate the better way to improve the subjective satisfactory feeling of waiting time for the patients in the aspects of medical treatment process and manpower allocation.

並列關鍵字

General Hospital ； Synthesized Medical Services ； Patient Satisfaction ； Medical Service Quality

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綜合性醫療服務滿意度的認知與影響因素之研究：以中部某區域性醫院為例

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