某醫學中心內科病房消費者滿意度指標之探討消費者滿意度指標

The Satisfaction Perspectives from Consumers in Medical Wards of a Medical Center Satisfaction Indicators from Consumers

楊嘉玲(Chia-Ling Yang)

《醫療品質》 3卷1期 (2004/12) Pp. 10-19

https://doi.org/10.29759/HQ.200412.0002

摘要

醫療照護提供者為了解醫療消費者對醫療照護品質的需求，運用各種探討的策略，其中各種面向的滿意度調查成為最重要的使用工具之一。本研究運用質性研究的方式，以深度訪談和參與式觀察法為研究的工具，目的是為了解醫療消費者對於醫療院所提供的照護服務品質之主觀經驗與感受。共訪得15位住院病患以及12位家屬。內容分析結果共得14個相關指標，Kappa reliability:0.93。在結構指標的部份，有病房房的硬體結構、醫院場所的設施、場所的安全性和醫院與病房環境的整潔。照護過程指標的部份有，服務反應性、照護品質的確實性、工作人員的態度、承諾所追蹤的事、護理人員的專業能力、醫療提供者操作技術的熟練度、以及與醫師的互動。而結果指標有，飲食不滿足、治療疾病的結果是符合期待與否等。本研究結果除可以提供臨床醫療照護提供者，做為改進照護服務品質的依據外；並且可以做為醫療院所提升市場競爭力的參考。

關鍵字

健康服務 ； 照護品質 ； 滿意度指標

並列摘要

This qualitative research used in-depth interviews and participant observation to understand he thoughts and needs of consumers regarding the quality of health services provided by a hospital. The sample included 15 patients and 12 families. The content of analysis included 14 categories and 31 indicators, with a reliability statistic of Kappa÷0.93. Questions about structure included the entire structure, equipment, safety, and cleanliness. Consumers believed electric equipment must be modest and the hospital should be quilt. Elements of process surveyed included responsiveness, assurance, attitude toward works, nurses' professional competence, techniques of health service providers, and interaction with doctors. Surveys of outcome included evaluation of the diet and whether or not match consumer's assessment of treatment received matched their expectations. This research should help clinical health providers understand consumers' needs and assist in promoting competence in the competitive health service market.

並列關鍵字

health services ； quality of care ； satisfaction indicators