醫學中心牙科門診醫療服務病患滿意度之分析探討

台灣醫療的走向造成三步一診所，五步一醫院的景象，雖提高了民眾就醫的便利性與選擇性，卻也讓醫療市場的競爭趨於激烈。醫院管理者若能瞭解顧客對醫院服務品質滿意與不滿意因素，可提供醫院管理者及服務工作人員改善服務品質之參考依據。而醫院為求永續經營實有必要瞭解顧客對服務品質要素之滿意情形。本研究主要的目的是探討一般民眾接受醫學中心牙科醫療服務後，所感受到的滿意度調查。本研究希望以「醫院環境設施方面」、「候診時間方面」、「工作人員的服務態度方面」、「醫療過程方面」、「服務結果」五個構面，對接受醫學中心牙科門診醫療服務的病患滿意度做一探討。以高雄醫學中心-高雄醫學大學附設中和紀念醫院之口腔醫學研究中心一般牙科門診病患進行抽樣調查。共發放 140 份問卷，回收 137 份有效問卷，有效回收率為 98%。研究結果顯示出，對於口腔醫學研究中心一般牙科門診部門的滿意度均相當滿意。其中「醫院環境設施方面」的滿意度較低，顯示醫院牙科門診部門於醫院環境設施結構面須提供舒適清潔的環境，以提昇整體牙科門診部門滿意度。

關鍵字

滿意度服務品質；病患抱怨

並列摘要

Objectives: Patient satisfaction is a widely used in health care quality metric. Patient satisfaction has been linked to treatment adherence. The quality of care provided and the level of patient satisfaction are emerging as the core of many marketing strategies in health services as a means to achieve a distinctive competency in ever-more competitive markets. Patient satisfaction is becoming an increasingly important indicator of quality of dental care. Therefore, the present study was designed to evaluate patient satisfaction at dental department of Kaohsiung Medical University Hospital. Methods: We conducted a prospective study of adult respondents (N=137). Patient satisfaction was assessed using a questionnaire. The questionnaire consisted of questions, measuring patient satisfaction level over a five-point Likert scale. Results: The results showed that overall mean patient satisfaction with the care received ranged from satisfactory to excellent. Conclusion: The overall high level of patient satisfaction reflected the dental team’s approach of responsibility and accountability of towards the target population.