以顧客導向評估腹膜透析衛教品質之滿意度研究

Customer-Oriented Evaluation on Satisfaction with Health Education Quality about Peritoneal Dialysis

翁 淑 滿(Shu-Man Weng)

指導教授 ： 湯玲郎

元智大學/管理學院/管理研究所/碩士(2007年)

https://doi.org/10.6838/YZU.2007.00271

摘要

本研究主要目的：(一)探討腹膜透析病患及護理師對衛教之重視度，由重視度結果依序改善。(二)探討腹膜透析病患對現狀衛教滿意度及重視度之差異，發現服務缺口，並找出改善空間。(三)探討腹膜透析病患及護理師基本屬性資料與重視度之相關，進而改善服務降低感染機率，提升照護品質。希望藉此研究探討，除提供護理師服務策略參考外，亦能使病患獲得最佳滿意度。
本研究採隨意取樣，根據Parasuraman，Zeithmal＆ Berry之服務品質概念五大構面模式，以問卷調查，取得病患247份及護理師67份資料統計，研究資料以SPSS/10.0版進行建檔與分析，統計方法應用描述性統計中的百分比、平均值，而推論性統計採信度、量表、變異數、相關及迴歸分析等方法，進行檢定各變項間的差異。
研究結果發現：(一)病患與護理師對衛教服務品質重視度之平均值：各構面得分皆介於「滿意」〜「非常滿意」之間，其中以「有形性」構面得分最低，且「護理師上班儀容整潔」、「護理師主動關懷居家透析狀況」、「護理師重視病患該有的權利」三項列為迫切改善項目。(二)病患對衛教服務品質重視度與滿意度之差異：各構面相關係數皆大於0.6，為中高度正相關。(三)病患及護理師基本屬性與重視度之差異：病患以年齡、婚姻、教育程度、主要學習者及腹膜透析前有無透析經驗有顯著差異。護理師以年齡、教育程度及宗教信仰有顯著差異。(四)病患及護理師之基本屬性與五大構面，預測重視度：病患部分以主要衛教學習者、接受腹膜透析前曾有過的透析經驗及腹膜炎發生次數等三項，及護理師以教育程度一項，可作為往後預測對衛教重視度的解釋能力。
藉由本研究結果可提供臨床腹膜透析護理師，於衛教服務品質評值及改善之參考依據，進而發現服務缺口及著手作加強，以提昇透析病患之健康照護滿意度。

關鍵字

腹膜透析 ； 衛教 ； 服務品質 ； 滿意度

並列摘要

The main objects of this research includes: (1) finding peritoneal dialysis patients’ and professional nurses’ considerations about health education and then making improvements in order according to the results of consideration surveys, (2) finding out service shortcomings to be improved through the differences between peritoneal dialysis patients’ satisfactions and considerations about current health education, and (3) finding correlations between basic attribute data and considerations from peritoneal dialysis patients and professional nurses so as to reduce infection possibility and thus advance care quality. It is the hope that this research can be a reference for professional nurses’ service strategy and also help patients with chronic kidney disease satisfy with dialysis service.
This research adopts random sampling and questionnaire survey based on five dimension model about service quality presented by Parasuraman, Zeithmal and Berry. The questionnaires from 247 patients and 67 professional nurses are statistically filed and analyzed with SPSS/10.0 version. The statistical methods used to examine the differences among variables comprise percentage as well as mean value in descriptive statistics, and reliability, scale, ANOVA, correlation, and regression analysis in inferential statistics.
The results of the research are as follows:
1. Mean value of consideration on health education service quality in both aspects of patients and professional nurses: the scores in all dimensions are in the range of “satisfactory” to “very satisfactory”, wherein the dimension “tangibility” gains the lowest score; besides, three items including professional nurses’ clothing and good appearance on duty, professional nurses being actively concerned about dialysis situation at home, and professional nurses placing importance on patients’rights etc. urgently need to be improved.
2. Difference between consideration on and satisfaction with health care service quality in the aspect of patients: correlation factors in all dimensions are larger than 0.6, which appear highly positive correlation.
3. Difference of consideration due to basic attribute data in both aspects of patients and professional nurses: the patients have significant differences of consideration because of age, marriage status, level of education, being a primary learner, and having related experience before being performed the peritoneal dialysis; the professional nurses have significant differences of consideration due to age, level of education, and religious belief.
4. Forecasting consideration with basic attribute data and five dimensions of the patients as well as professional nurses: in the patient´s aspect, being a primary learner, and having related experience before being performed the peritoneal dialysis, and the times of occurring peritonitis can function as explanation abilities to forecast consideration on health education; in the professional nurse´s aspect, the item of education level has the same function.
The results of this research can provide a reference for clinical professional nurses in the field of peritoneal dialysis to evaluate quality of health education service and help them find drawbacks to be improved in service so that the dialysis patients’ satisfactions with health care can be upgraded.

並列關鍵字

peritoneal dialysis ； health education ； quality of service ； satisfaction

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