探討病人排程檢查失約與等候時間及服務滿意度之相關性

To Explore the Influence Factors in Missed Appointments of Patients' Scheduled Examination

高佳霙(Jia-Ying Gau) ； 葉盈偵(Ying-Chen Yeh) ； 黃敏偉(Min-Wei Huang) ； 蔡鴻文(Hung-Wen Tsai)

《醫療品質》 11卷1期 (2022/12) Pp. 49-68

https://doi.org/10.29759/THQA.202212_11(1).0003

摘要

目的：本研究的目的是要探討病人排程檢查失約與等候時間及服務滿意度之相關性，相關結果可作為檢查單位改善流程的參考。方法：本研究以電訪方式，在徵求病人同意後進行問卷訪談，共收集有效問卷600份；以卡方檢定、獨立樣本T檢定與ANOVA比較組間差異，並以Pearson相關係數進行檢定，最後再以羅吉斯迴歸來探討勝算比。結果：研究顯示平均等候天數為28.9天，失約者之實際等候天數顯著高於完成檢查者（30.2天>27.7天）；不論在環境設備、專業服務、綜合評價，完成檢查者之滿意度皆較失約者高，且達顯著相關（p<0.05）。除此之外，家庭月所得、選擇至個案醫院檢查之原因、對檢查流程了解程度、等候感受亦為顯著影響因素（p<0.05）。結論：本研究成果，將可提供給各醫學檢查室，當作改善内部流程及環境動線之參考；另外建議從改變病人認知等候感受著手，提供檢查之相關訊息，並以簡訊通知，來建立提醒機制，以提升服務滿意度，降低失約之情形。

關鍵字

檢查排程 ； 失約 ； 等候時間 ； 滿意度

並列摘要

Objective: The purpose of this study was to investigate the correlation of missed appointments with waiting time related to service satisfaction for patients' scheduled examination. The relevant results can be used as a reference for the medical examination arrangement units to improve the procedures. Methods: In this study, a questionnaire interview was conducted after obtaining the consent of the patients, and a total of 600 valid questionnaires were collected. The differences between groups were compared by chi-square test, independent sample T test and ANOVA, and the Pearson correlation coefficient was used. Finally, the logistic regression was used to explore odds ratio. Results: The study showed that the average waiting time was 28.9 days, and the actual waiting time of those who missed the appointment was significantly higher than that of those who completed the medical examination (30.2 days > 27.7 days). No matter in environmental equipment, professional services, and comprehensive evaluation, the satisfaction of those who completed the medical examination was higher than that of those who had missed appointments of medical examination. The results showed a significant correlation (p<0.05). In addition, the monthly income of the family, the reasons for choosing to go to the individual hospital for examination, the degree of understanding of the examination process, and the feeling of waiting were also significantly related to service satisfaction (p<0.05) Conclusion: The results of this research will be provided to each medical examination unit as a reference for improving internal processes and external environmental moving lines. In addition, it is also suggested to start by changing patients' cognition and waiting feelings, and to provide relevant information about examinations. Consider using SMS notifications to establish a reminder mechanism to improve service satisfaction and reduce missed appointments.

並列關鍵字

Medical Exam Schedule ； Missed Appointments ； Waiting Time ； Service Satisfaction