急診病患滿意度分析

Analysis of Patient Satisfaction in the Emergency Department

鄭雅愛(Ya-Ai Cheng) ； 黃巧慧(Chiao-Hui Huang) ； 江恩婷(En-Ting Chiang)

《東港安泰醫護雜誌》 12卷2期 (2006/06) Pp. 69-79

https://doi.org/10.7078/TSMHMNJ.200606.0069

摘要

近年來，緊急醫療照護需求日益增加，為因應病患緊急又具高度不確定性的醫療服務需求，達到急診顧客滿意是醫院管理的重點。本研究以南部某區域醫院之急診病患為研究對象，於94年4月以隨機訪查方式，調查了解病患對於該院急診醫療服務之滿意度。將調查資料鍵入SPSS 10.0 for Windows進行描述性、t-test、ANOVA等分析，以了解病患對各項急診服務之滿意度，以及分析影響滿意度的相關因子。
研究結果顯示病患對於醫療過程方面之滿意程度為最高，對於等候時間方面之滿意程度則為最低；且病患對於環境設施、護理服務、工作人員服務態度、等候時間、醫療過程與護理服務之滿意程度則會因性別、年齡及教育程度之不同而有顯著差異。即不同特質之病患對於急診醫療各個服務項目所重視的程度也會有所不同，雖然醫院無法針對各個病患之需求而給予客制化之醫療服務，但醫院仍應加強服務品質及各項醫療照護，以提供令病患更滿意及完善的急診醫療服務。

關鍵字

急診 ； 急診醫療服務 ； 病患滿意度

並列摘要

Recently, emergency medical demand for people is becoming urgent and highly uncertain. In order to meet the emergency patients' needs, the research subjects were emergency patients in a general hospital in the southern of Taiwan. By visiting the emergency patients randomly to investigate the satisfaction in the general hospital in April 2005 to get the patients' satisfaction in the emergency service. The data were keyed in the SPSS 10.0 for Windows to analyze in the methods of descriptive statistics, t-test and ANOVA. Then we can know the patients' satisfaction in the various services of emergency and get the related factors that will influence the satisfaction.
The research found that the highest satisfactory aspect was medical procedure, and the lowest was waiting time. Moreover, the gender, age and education had statistically significant influence on environment, waiting time, employees' service attitude, medical procedure, and nursing service. The research shows that the patients in different characteristics had different respect for the various services of emergency. Although hospital couldn't provide customized medical service for various patients, yet hospital should still strengthen the service quality and various medical services to provide a more satisfied and perfect emergency medical service for patients.

並列關鍵字

the emergency department ； emergency medical service ； satisfaction of patient