病人住院經驗與忠誠度之相關性研究–以南部某區域醫院為例

研究目的本研究主旨為探討病人住院經驗調查結果與病人忠誠度之關聯性。首先瞭解病人住院經驗與忠誠度之分布狀況，並探討不同人口學特質在病人住院經驗與忠誠度之差異，最後探究住院經驗與忠誠度的相關影響因素為何。研究方法本研究工具使用姚開屏等學者(2010)發展之「病人經驗調查問卷」評估病人住院經驗之知覺感受，以醫師照護、護理人員照護、整體醫病互動、尊重、社會心理支持、醫院環境等六構面及住院整體評估來衡量病人住院經驗，並依據過去相關研究，以正面評語、再度就醫意願及推薦意願等三個題項衡量病人忠誠度。研究結果本研究係以南部某區醫院為研究對象，共訪問361位病人，有效樣本為361位。樣本醫院的病人住院經驗調查結果之分佈概況與全國性研究結果相似，均以整體醫病互動的表現最佳，及醫院環境表現較差。研究結果也發現病人年紀越年長、教育程度越高，其就醫經驗越佳、忠誠度越高，但人口學特質並非預測病人忠誠度之影響因子。經迴歸分析，在控制人口學變項後，發現醫師照護、社會心理支持、醫院環境及整體滿意度為影響忠誠度的重要因子，表示病人在醫師照護、社會心理支持、醫院環境及整體滿意度的經驗越佳，會顯著正向影響其對醫院/醫師之忠誠度，其餘構面雖無達到顯著影響性，就相關分析結果來看，護理照護、整體醫病互動、尊重等構面證實與忠誠度具有顯著正向關聯性。結論與建議研究結果證實醫師照護、社會心理支持、醫院環境及整體滿意度為影響忠誠度的重要因子，醫療機構管理者應著重改善醫療人力配置、醫病關係訓練及醫院環境便利性之問題。因國內相關研究甚少，無法推估至其他縣市之醫療機構，故有待後續研究者繼續探究。

關鍵字

病人住院經驗；病人忠誠度

並列摘要

Purpose:The purpose of this study is to discuss the relationships between patients’ experiences and royalty with inpatient services. First, Our study used the questionnaires filled in by the inpatients with hospital survice in order to understand the distribution of patients’ experiences and royalty, then investigates the differences in the demographics on patients’ experiences and royalty, and associated influential factors. Method:Our study used the inpatients’ experience questionnaires develop by Kaiping Yao et al. (2010) to investigate patients’ perception of care. ‘Doctor care’, ‘Nurse care’, ‘Physician-patient interactions’, ‘Respect’, ‘Social and psychological support’, ‘Hospital environment’ and integrated evaluation questions to measure inpatients’ experience. ‘Positive comments’, ‘Willing re-visiting’ and ‘Willing recommendation’ questions to measure patients’ royalty. Result:This study focuses on the inpatients of a regional hospital in Pingtung, 361 questionnaires were distributed and 361 valid questionnaires were collected. The result of the study hospital is similar to nationwide study. Among the sites, ‘physician-patient interactions’ in the inpatients’ experience is the fields where the subjects have shown the best performances, and ‘hospital environment’ is shown the poorest performances. Result also find the inpatient with elder and higher education, have the higher levels of patients’ perception of care and loyalty, but inpatients’ demographics not the significant predictors to royalty. As a result of our regression analysis show that after controlling demography, find the ‘Doctor care’, ‘Social and psychological support’, ‘Hospital environment’ and ‘overall rating’ are the significant predictors to royalty. Discussion and suggestion:The results of Study confirm ‘Doctor care’, ‘Social and psychological support’, ‘Hospital environment’ and ‘overall rating’ are the significant predictors to royalty. Therefore, we suggest that hospital administrators should improve the problem of human resource allocation, physician-patient relationship training and hospital environment convenience.