台灣東部某區域醫院病患滿意度及忠誠度之探討

Patient Satisfaction and Loyalty to a Regional Hospital in Eastern Taiwan

吳侖瑾(Lun-Chin Wu) ； 徐文菁(Wen-Ching Tu) ； 隋安莉(An-Li Sui)

《嘉南學報（人文類）》 34期 (2008/12) Pp. 713-726

https://doi.org/10.29539/CNABH.200812.0026

摘要

The satisfaction and loyalty of a regional hospital in eastern Taiwan was investigated by structural questionnaire survey. The subjects were outpatients, inpatients and emergency patients, and the total effective questionnaires were 344 (27.3%). The satisfaction for hospital environment, waiting time, the service of staff, the efficiency of hospitalization and the results of medical service were investigated in order to realize the service qualities. Based on the different categories of patients in gender, age, and education, the satisfaction of the hospital and loyalty were analyzed.
Our results revealed that hospital satisfaction of outpatient, inpatient and emergency were 84.2%, 82.6% and 87.6%, respectively. Emergency patient had highest loyalty for hospital (98%), inpatient were the lowest (73%), while outpatient were in-between (89%).
The results of the study also indicated: For outpatient, the most satisfied parts were ”Physician medical service”, ”Physician listened to my statement carefully” and ”Charge staff service”. For inpatient, the top three of satisfaction were ”The profession ability of physician”, ”Investigation and explanation of medical condition” and ”Registration staff service”. For emergency, the most satisfied parts were ”The service attitude of staff” and ”Medical service outcome”. As for the less satisfied items, ”Traffic and parking facilities are good”, ”Seats are comfortable and vacancy is sufficient” and ”Taste and diet hygiene are satisfied” needed to be improved dramatically. There was no significant difference in patient satisfaction among various age, gender or education level.
”Waiting time”, ”Service attitude” and ”Medical care processes” were positively correlated and statistically significant. ”The efficiency of hospitalization” was also positively correlated with ”Service attitude” (r=0.639, p＜0.01) and ”Medical care processes” (r=0.755, p＜0.01).
In summary, under the increasing competition, hospital should understand the patient satisfaction more often, and promote the medical service quality accordingly. Then, they can enhance the patient loyalty, and take advantage in the competition to create more profit.

關鍵字

滿意度 ； 忠誠度 ； 門診患者 ； 住院患者 ； 急診患者

並列摘要

The satisfaction and loyalty of a regional hospital in eastern Taiwan was investigated by structural questionnaire survey. The subjects were outpatients, inpatients and emergency patients, and the total effective questionnaires were 344 (27.3%). The satisfaction for hospital environment, waiting time, the service of staff, the efficiency of hospitalization and the results of medical service were investigated in order to realize the service qualities. Based on the different categories of patients in gender, age, and education, the satisfaction of the hospital and loyalty were analyzed.
Our results revealed that hospital satisfaction of outpatient, inpatient and emergency were 84.2%, 82.6% and 87.6%, respectively. Emergency patient had highest loyalty for hospital (98%), inpatient were the lowest (73%), while outpatient were in-between (89%).
The results of the study also indicated: For outpatient, the most satisfied parts were ”Physician medical service”, ”Physician listened to my statement carefully” and ”Charge staff service”. For inpatient, the top three of satisfaction were ”The profession ability of physician”, ”Investigation and explanation of medical condition” and ”Registration staff service”. For emergency, the most satisfied parts were ”The service attitude of staff” and ”Medical service outcome”. As for the less satisfied items, ”Traffic and parking facilities are good”, ”Seats are comfortable and vacancy is sufficient” and ”Taste and diet hygiene are satisfied” needed to be improved dramatically. There was no significant difference in patient satisfaction among various age, gender or education level.
”Waiting time”, ”Service attitude” and ”Medical care processes” were positively correlated and statistically significant. ”The efficiency of hospitalization” was also positively correlated with ”Service attitude” (r=0.639, p＜0.01) and ”Medical care processes” (r=0.755, p＜0.01).
In summary, under the increasing competition, hospital should understand the patient satisfaction more often, and promote the medical service quality accordingly. Then, they can enhance the patient loyalty, and take advantage in the competition to create more profit.

並列關鍵字

satisfaction ； loyalty ； outpatient ； inpatient ； emergency

參考文獻

嚴玉華、陳金鍾、王石補(2004)。急診顧客滿意度調查結果及相關因素探討－以某區域醫院爲例。醫護科技學刊。6(4)，385-396。

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