病人滿意度調查之意見反應分析

目的：了解病人接受醫院服務後的意見反應內容，作為持續改善醫院服務品質之依據。材料與方法：採用台灣醫療照護品質指標系列（Taiwan Healthcare Indicator Series, THIS）之病人滿意度調查表，調查期間為2010年～2017年的每季（即3月、6月、9月、12月）。問卷回收與整理後，將病人意見反應內容進行質性分析，分為四個等級即正向、混合、負向、無意義，並歸納分析成細類別與向度，以了解病人與家屬的真實感受。結果：2010年至2017年病人或家屬意見反應12,668筆，反應率12%，其中負向意見9,209筆（73%），多於正向意見1,125筆（9%）；負向意見以環境設施佔29%、等候時間22%、停車交通18%列居前三名。結論：病人意見反應的改善，須長時間地投入才能見效，故未來擬請相關部門於滿意度調查完成後，依病人意見反應內容分析改善的可行性，再以全院性的立場擬定改進計畫書，並於半年內回報改善成效，藉以提升服務品質。

關鍵字

病人意見反應；病人滿意度；真實感受

並列摘要

Objective: To understand the content of the patient's response after receiving hospital services as a basis for continuous improvement of hospital service quality. Materials and methods: The Taiwan Healthcare Indicator Series (THIS) patient satisfaction questionnaire was used. The survey period was March, June, September, and December of each season from 2010 to 2017. After the questionnaire is collected and reorganized, the contents of the patient's suggestions are qualitatively analyzed and divided into four levels: positive, mixed, negative, and non-meaningful, and analyzed into fine categories and orientations to understand the patients and their families real feelings. Results: There were 12,668 responses from patients or their family members from 2010 to 2017, with a response rate of 12%. Among them, 9,209 were negative suggestions (73%), more than 1,125 for positive suggestions (9%); the top three negative suggestions were 29% for environmental facilities, 22% for waiting time, and 18% for parking traffic. Conclusion: Improvements in the patient's suggestions must be invested for a long time before it can be effective. Therefore, in the future, the relevant department will invite to complete the satisfaction survey and analyze the feasibility of the improvement according to the patient's suggestions content. Then the improvement plan will be formulated based on the hospital's position, and to improve the effectiveness of the return within six months, in order to improve the quality of service.