南部某醫療體系 牙科門診患者滿意度的探討

Patients Satisfaction with Dental Outpatient of a Southern Medical Hospital

周芳如(Fang-Ju Chou)

指導教授 ： 陳弘森

高雄醫學大學/口腔醫學院/口腔衛生學系碩士在職專班/碩士(2014年)

摘要

背景:民眾期望治癒疾病外有更好的醫療環境、有效治療技術、追求醫療安全及完善體貼服務態度。現今醫療機構需積極了解病患之需求，提高病患滿意度，以增加病患之回診意願。
現有醫事服務機構分為醫學中心、區域醫院、地區醫院和診所，讓民眾對醫療資源有更多選擇並提供更方便就醫環境。
研究目的:藉了解牙科門診醫療服務病患的滿意度結果加以分析，來提供給該醫療體系管理者作為營運績效的調整，進一步達成有效降低不必要成本，並提升服務效能。
研究方法: 本研究採橫斷式研究，問卷經四位專家建議修正後以不記名方式以結構性問卷Likert五分法，針對至高雄市該醫療體系所屬四個牙科門診就醫的病患作問卷調查，使用SPSS 19.0統計軟體，進行t-test、單因子變異數分析、相關係數Ф、單變量分析和迴歸分析等。共發出400份問卷，回收296份有效問卷。以醫學中心牙科病人滿意度五個構面作信度分析，其Cronbach's Alpha 值介於0.904~0.979。
結果：該醫療體系因位置適中、醫術高明、醫療設備佳、親友推薦、醫院名氣、服務態度好是其優勢。醫學中心、區域醫院、地區醫院、診所二變項間卡方值（χ2）（Pearson卡方）「醫術高明」與「醫院名氣」均沒有顯著相關存在。醫學中心男女性牙科病患在年齡、教育程度、居住地、婚姻、職業、月收入中滿意度均沒有顯著性之差異。區域醫院男女性牙科病患中年齡（p=0.004 <0.05）、職業（p=0.040 <0.05）滿意度有顯著性之差異。地區醫院男女性牙科病患年齡（p=0.000 <0.05）、教育程度（p=0.005 <0.05）、婚姻（p=0.010 <0.05）滿意度有顯著性之差異。診所男女性牙科病患教育程度（p=0.021 <0.05）滿意度有顯著性之差異。
結論：牙科病患的年齡：醫學中心、診所>地區醫院、區域醫院。四家醫療院所牙科病患滿意度五個構面中與服務結果相關為服務態度>候診時間>醫療過程>環境設施。到醫學中心看診再次需要牙科醫療服務，所選擇的醫療院所均有顯著性差異，再次選擇意願：醫學中心>診所>地區醫院>區域醫院>其他。到區域醫院看診再次需要牙科醫療服務，所選擇的醫療院所間沒有顯著性差異，再次選擇意願： 區域醫院>醫學中心，醫學中心、診所、地區醫院、其他相差不大。在地區醫院看門診再次需要牙科醫療服務，所選擇的醫療院所間有顯著性差異，再次選擇意願：地區醫院>診所>醫學中心>區域醫院、其他。到診所看診再次需要牙科醫療服務，所選擇的醫院間部分有顯著性差異，再次選擇意願：診所>醫學中心，診所與地區醫院沒有顯著性差異。

關鍵字

牙科病患滿意度 ； 選擇就醫因素 ； 再次需要牙科醫療服務

並列摘要

Background: The people expect a better cure for the disease outside the medical environment, effective treatment technology, the pursuit of medical safety and perfect and considerate service attitude. Today medical institutions need to actively understand patients 'needs and improve patient satisfaction, to increase the willingness to return patients' clinic.
Existing medical care institutions into medical centers, regional hospitals, district hospitals and clinics, so that people have more choice for medical resources and provide a more convenient environment for medical treatment.
Study Objective: To understand the dental outpatient medical services through patient satisfaction with the results to be analyzed, to provide to the health care system managers as adjusted operating performance and further reduce unnecessary costs to reach and improve service efficiency.
Methods：In this study, cross - sectional study, a questionnaire was revised to four experts recommend anonymous structured questionnaire Likert quintiles, for the health care system belongs to Kaohsiung four patients for dental outpatient survey, the use of SPSS 19.0 statistical software, make t-test, ANOVA analysis, correlation coefficient Ф, univariate analysis and regression analysis. A total of 400 questionnaires, 296 valid questionnaires. To medical center dental patient satisfaction five dimensions for reliability analysis, its Cronbach's Alpha values ranged from 0.904 ~ 0.979.
Results：The health care system is moderate due to the location, skillful, good medical equipment, relatives and friends recommendation, hospital reputation, good service attitude is its advantage. Medical centers and regional hospitals, district hospitals, clinics two variables chi-square value (χ 2) (Pearson chi-square) "skillful" and "hospital fame" had no significant correlation exists. Dental medical center, men and women of the patients had no significant differences in age, education level, place of residence, marital status, occupation, monthly income satisfaction. Regional hospital dental patients aged men and women (p = 0. 004 <0.05), occupation (p = 0. 040 <0.05) There was a significant satisfaction of differences. Regional hospital dental patients aged men and women
(p = 0. 00 0 <0.05), education level (p = 0. 005 <0.05), marriage
(p = 0. 010 <0.05) There was a significant satisfaction of differences. Dental clinic patients educated men and women (p = 0 .021 <0.05) There was a significant satisfaction of differences.
Conclusion：Dental patient's age: medical centers, clinics> district hospitals, regional hospitals. Four hospitals dental patient satisfaction in five dimensions related to the service results service attitude> waiting time> medical procedure> environment facility. Need to see the doctor again medical center dental care, medical institutions have chosen a significant difference, again select wishes: medical center> clinics> district hospital> regional hospital> other. To the regional hospital to see the doctor again need dental care, there is no significant difference between the chosen hospitals, once again select the wishes: Regional hospital> medical center, clinics, district hospitals, others less. At the district hospital outpatient dental care services needed again, there are significant differences between the chosen hospitals, once again select the wishes: regional hospital> clinic>medical center> regional hospitals, other. To the clinic to see the doctor again need dental care services, there are significant differences between the selected hospital section, select the wishes again: There is no significant difference clinic>medical centers, clinics and district hospitals.

並列關鍵字

dental patient satisfaction ； choose medical factors ； once again

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