中部地區醫院滿意度調查之研究－以南投醫院為例

在本次問卷調查中，發現部立南投醫院在109年的病患（含家屬）的服務滿意度上，對於「醫院環境設施」、「就醫等候時間」、「工作人員服務態度」、「醫療過程」、「病人權益」、「服務結果」等六大面向的評價分數趨於高度正向，選取的意見多落於「滿意」及「很滿意」之間，雖然有部分受訪者在開放式問卷中提供了包含停車空間不足、候診流程需加強等意見，整體而言，受訪者對於部立南投醫院的各項醫療服務是肯定的，而部分不足之處，則可列為爾後改進的重點，並作為次年度滿意度調查結果的比較依據。綜上，本研究提出「持續加強整合式媒體行銷」及「落實各樣醫療服務以強化口碑行銷」等兩點建議，希望透過來院病患或家屬的更佳印象，而以親身經驗對親友推薦，形成加乘的形象塑造與口碑效果。

關鍵字

南投醫院；滿意度；口碑行銷；醫療照護品質

並列摘要

In this survey, it was found that the Ministry of State Nantou Hospital's satisfaction with patients(including their families) in 109 years is about ＂hospital environmental facilities＂, ＂waiting time for medical treatment＂, ＂service attitude of staff＂, and ＂medical care＂. The evaluation scores for the six major aspects of ＂Process＂, ＂Patient Rights＂, and ＂Service Results＂ tend to be highly positive. Most of the selected opinions fall between ＂satisfied＂ and ＂very satisfied＂, although some interviewees are open The questionnaire provided suggestions including insufficient parking space and the need to strengthen the waiting process. On the whole, the interviewees were positive about the various medical services provided by the Ministry of Health Nantou Hospital, while some of the shortcomings could be listed as improvements. It will serve as the basis for comparison of the results of the next year's satisfaction survey. To sum up, this study puts forward two suggestions: ＂Continuously strengthen integrated media marketing＂ and ＂Implement various medical services to strengthen word-of-mouth marketing＂. Word-of-mouth marketing is recommdated for enhancing hosptial image and satsifscation for patients.

並列關鍵字

Nantou Hospital ； approval rating ； word-of-mouth marketing ； quality of medical care

國際替代計量

中部地區醫院滿意度調查之研究－以南投醫院為例

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