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  • 學位論文

門診病人對護理服務滿意度之探討 -比較病人期待與實際感受之差異

A Study of the Satisfaction of Nursing Services in Out-Patients -----A Comparison Between the Patients’ Perception and Expectation

指導教授 : 盧美秀

摘要


論文名稱:門診病人對護理服務滿意度之探討–比較病人期待與實際感 受之差異 研究所名稱:臺北醫學大學護理學研究所 研究生姓名:游馥容 畢業時間:ㄧ○○學年度第一學期 指導教授:盧美秀 臺北醫學大學教授 本研究之目的,旨在於比較門診病人對護理人員服務態度之期待與實際感受之差異,採橫斷式問卷調查法,以結構式問卷探討北部某醫學中心門診病人對門診護理服務的滿意度,採簡單隨機取樣方法,問卷填答過程研究者親自訪問選取個案。自100年4月1日至100年9月30日進行研究問卷調查,共發出450份,回收435份,回收率97.7%,有效樣本384份,有效回收率為85.3%。研究工具採自擬之「門診病人護理服務滿意度量表」,本量表效度檢定採用重要性之CVI值達0.86項目,信度採內在一致性檢定,Cronbach’s值0.869。 研究結果顯示:一、門診病人對護理服務的期待程度之滿意度中,以專業能力構面平均值為4.02最高、其次為權益與義務構面平均值為4.01、情感構面平均值為3.92、行為構面平均值為3.89、認知構面平均值為3.74是最低分、期待整體平均得分為78.39。二、對於門診病人在護理服務的實際感受之滿意度中,以情感構面平均值為4.04為最高分,其次為專業能力構面平均值為3.92、行為構面平均值為3.91、病人權益與義務構面平均值為3.90,以及認知構面的平均值為3.82最低、實際感受整體平均得分為78.35。三、實際感受總分與期待總分之平均值差異得知:以認知構面之差異得分0.08、情感構面之差異得分0.11、行為構面之差異得分0.01等三項皆為正值,表示病人對護理服務滿意度感受超乎預期,專業能力構面之差異得分-0.10、權益與義務構面之差異得分-0.11等兩項為負值,顯示護理服務仍有努力空間(服務後的感受PS<服務前的期待ES),平均值總分之差異-0.04,則顯示門診病人對於整體護理服務滿意度實際感受偏向不符預期。四、門診病人的基本屬性對護理服務整體之期待與實際感受之差異分析中,只發現「院區別」(p<0.050)具統計學上顯著差異。 而在五大構面的差異分析中,則發現在認知構面和病人權益與義務構面與病人基本屬性無顯著差異,在情感構面與居住情形、就診次數、宗教信仰、就診時心情有顯著差異,在行為構面與婚姻狀況、居住情形、就診次數有顯著差異。在專業能力構面與性別和宗教信仰有顯著差異。

並列摘要


Title of Thesis: Study of the Satisfaction of Nursing Services in out-Patients-A Comparison Between the Patients Perception and Expectation. Institution: Graduate Institute of Nursing, Taipei Medical University Author: Fu-Jung. Yu Thesis directed by: Meei-Shiow Lu, Professor, Institute of Nursing, Taipei Medical University The purpose of this research is to find out the difference between patients’ expectation and real feeling after treatment about nursing service. Using Cross-sectional questionnaire and structural questionnaire methods There after, we proceeded to send out questionnaires between April 1, 2011, and September 30, 2011. Total of 450 sets of questionnaires had been sent out and 435 sets of feedback were received. Valid sample data was 384 sets. Completed questionnaires receiving rate was 97.7% and effective sample data return rate was 85.3%. A 20-item inventory of “Satisfaction of Nursing Services in Out-Patients measurement-form” had passed through the creditable reliability procedures. Reliability is used internal consistency. Cronbach’s α is 0.869. These research results demonstrate the followings:(1)Among outpatient care satisfaction out-patients’ expections of nursing service, the specialized ability construction surface has the highest average value of 4.02, Followed by patient rights and interests and voluntary construction surface an average value of 4.01, emotion construction surface an average value 3.92, behavior construction surface an average value 3.89, and the lowest score the is cognition construction surface: average value is 3.74. The anticipation average score was 78.39.(2)for outpatient care satisfaction of nursing and out-patient actual feelings , the emotional dimensions has the lighest average dimensions of 4.04, followed by the professional competence dimensions of 3.92, behavioral dimensions of 3.91 , patients' rights and obligations of 3.90, and cognitive dimensions of 3.82 for the lowest score. The actual feelings showed average total score of 78.35.(3)For the differences of actual experience and expectations average score: the cognitive dimension score difference was 0.08, emotional dimension score difference was 0.11, behavioral dimensions was 0.01. These three scores are positive indicating patients’ satisfaction of nursing care experience was better than proposed. However, professional competence dimensions -0.10 points, patients' rights and obligations of the dimensions was -0.04. These two negative scores, indicated there is still some difficiency of nursing service need to be imporved (Percevied Service ﹤Excepted Service). While the average value of the difference between total score was -0.04, the overall outpatient care satisfaction for the actual experience bias was lower than expected.(4) For analysis on the basic properties of and the difference between expectations of nursing care and out-patient actual experience,The only statistically significant difference was found out in between different campus(p<0.050).

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