復健病患滿意度之影響因子分析

在有限的醫療資源、人力資源下，要如何提升服務效率，提升病患的滿意度，為醫療機構最重要的課題，相關文獻提出病患滿意度可以用來做為醫療服務品質的指標，改善醫療服務品質可以有效的提升病患的滿意度。本研究整合相關文獻中所使用的因子，最後共以50個因子製作成問卷。問卷調查以一對一的方式進行，共收集250位復健科病患的結果的問卷結果比較，並以因素分析法了解病患對於醫療服務品質的架構。此結果也與37位治療師，與病患的調查結果進行比較。因素分析的分析結果是醫療服務品質分成六個維度，分別為復健室的設置、治療師的專業、醫師的互動、治療師的互動、療程時間以及治療師的職責，其醫療服務品質的架構與相關文獻相符。治療師與病患的比較結果顯示多數因子得到的答案皆具有顯著差異，例如治療次數、櫃檯人員有禮貌、治療師尊重我的意見等46個因子，且病患對於各因子的等級平均數皆高於治療師，即表示兩樣本對於醫療服務的認知有顯著的差異。若想提升改善病患滿意度，應該先降低治療師與病患的認知差異，本研究建議治療師在進行療程前應先與病患解釋治療過程，並在治療過程中增加與病患的互動，和病患討論治療的效果及關心病患是否有不適感，最後希望能作為往後醫療機構提升病患滿意度及改善醫療服務之參考。

關鍵字

物理治療；醫療服務品質；病患滿意度

並列摘要

It is important to improve the medical service effectiveness and increase patient satisfaction under limited medical and human resources. Research has reported that patient satisfaction can be served as an indicator of the quality of healthcare, that is, increase in patient satisfaction is improving in the quality of healthcare. This study integrated patient satisfaction factors found in previous studies into 50 factors and formed a questionnaire. A one-by-one questionnaire survey was conducted to collect the data from 250 patients in rehabilitation. The exploratory factor analysis method was used to elicit possible dimensions of patient satisfaction. This result was also compared with the results from the 37 therapists. Results from patients showed that the satisfaction could be explained by six dimensions: the layout of the therapy room, therapist’s professionals, interactions between physicians and patients, interactions between therapists and patients, treatment schedules, and therapist’s responsibilities. These elicited dimensions were consistent with the findings of previous research. Furthermore, there were significant differences in the comparison of responses between the patients and the therapists, such as the differences in the time of therapy, staff’s kindness and the perception of therapist's acceptance of patient's opinion. Responses from the patients showed higher scores than the responses from the therapists in total 46 out of the 50 questions. This indicated that the two groups had significantly difference in the perspective on patient satisfaction and healthcare. If medical institutions want to increase patient’s satisfaction, they should first reduce this difference between the therapists and the patients. Consequently, it is suggested that therapists can explain the treatment before starting the therapy, interact more with patients, discuss the possible treatment effects with patients, and take care of patients especially when they feel uncomfortable. Overall, it is anticipated that this study can provide useful suggestions to medical institutions for their improvement in healthcare and patient’s satisfaction.

並列關鍵字

Physical Therapy ； Quality of Health care

參考文獻

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國際替代計量

復健病患滿意度之影響因子分析

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