台中榮總灣橋分院復健科門診病患的治療滿意度分析

本研究之目的在分析台中榮總灣橋分院復健科門診病患的治療滿意度，以台中榮總灣橋分院復健科門診病患為研究對象，採用便利抽樣進行問卷調查，收集有效問卷133位，經統計軟體分析結果：問卷涵蓋5大區塊，復健科診間的平均滿意度介於80.4%－91.2%；復健排程的平均滿意度介於86.8%－90.8%；復健治療的平均滿意度介於75.6%－91%；相關科室的平均滿意度介於77%－84.4%；就醫消費行為：問卷受試者都願意再至本院接受門診治療服務及願意介紹其他親友知道，整體服務平均滿意度為86.4%。結論：地區醫院復健科提供的治療平均滿意度介3.78～4.56分，分數落在中上的滿意度，會針對分數較低，加以改善，如「適當的空間放置個人物品（如背包、輪椅）」及「檢驗室提供整體服務的感覺」這兩項未達平均滿意度4分，醫師、護理人員及治療人員的態度皆平均滿意度分數都名列前茅，會繼續保持下去，讓門診病患感受我們的溫暖及同理心。同時本院身為高齡友善醫院，會更重視病患的感受，進一步了解他們的想法，打造更優質的醫療環境。

關鍵字

治療滿意度；物理治療；門診病患；醫療品質；高齡友善

並列摘要

Purpose of the study explored patient satisfaction with outpatient department (OPD) physiotherapy services. The study interviewed 133 outpatient department participants of receiving medical services in the department of physical medicine and rehabilitation, survey of Wanqiao Branch, Taichung Veterans General Hospital and used questionnaires and adopted a method based on covenience sampling. Data were collected than analyzed. The questionnaire include 5 items. The average satisfaction of the first item is between 80.4%-91.2%; Second item is between 86.8% -90.8% ;Third item is between 75.6%-91% ; Fourth item is between 77%-84.4%. Medical consumption behavior, The outpatient are willing to back to our hospital for outpatient treatment and introduce other relatives and friends to know. The overall service satisfaction rate is 86.4%. Conclusion of the study, The average satisfaction of the treatment provided by the township hospitals was 3.78 to 4.56 score and The score falls on the middle. Will improve for lower scores, such as appropriate space for personal items (eg backpacks, wheelchairs) ; Feeling of the overall service provided by the laboratory. The both questions did not reach an average satisfaction of 4 points. The attitudes of physicians, caregivers and therapists all have high average satisfaction scores and will continue to be maintained. Let outpatients feel our warmth and age-friendly.