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以麻醉病人滿意度探討醫療服務品質之影響因素

Exploring the Impact of the Quality of Medical Services on the Satisfaction of Anesthetic Inpatients

摘要


背景和目的:醫療照護者常運用滿意度調查來暸解病人對於醫療服務品質之主觀經驗與感受。過去對於麻醉病人滿意度之研究多著重於術前訪視及衛教,甚少以麻醉住院病人滿意度來探討全期麻醉照護之整體滿意度,故本研究擬以台北市某醫學中心麻醉科住院病人之滿意度調查,來探討病人對醫療服務品質之滿意度及其顯著影響因素。方法:本研究以自擬結構式問卷為測量工具,採不具名方式進行滿意度調查,共取得有效問卷452份。結果:相關分析顯示當病人對醫護人員態度、麻醉照護流程、麻醉前期、麻醉中期及麻醉後期之滿意度越高,則對整體的滿意度也越高。階層複迴歸分析顯示麻醉中及麻醉後滿意度為影響病人整體滿意度的兩個主要顯著因子,其次為麻醉照護流程,整體解釋力為47.3%。結論:由本研究發現,醫護人員態度、麻醉照護流程、麻醉全期的照護品質是影響麻醉病人對醫療服務品質的滿意度最重要的因素,其中對術後安全、身體不適處置及癒後關注需求最高也最在意。因此為提升麻醉全期照護的滿意度,應全面檢視醫護人員的服務態度、麻醉照護流程及麻醉全期的照護品質,才能獲得病人的高度滿意,營造優質的醫療服務品質。

並列摘要


Background and purpose: In general, medical providers use an investigation of satisfaction to understand patients' subjective experiences and feelings about the quality of medical services. In the few past years, studies focused on preoperative visits and education in relation to the satisfaction of anesthetic patients. However, few studies explored satisfaction with anesthesia care by examining the satisfaction of anesthetic inpatients. Therefore, the purpose of this study was to investigate the impact of the quality of medical services on the satisfaction of anesthetic inpatients in a medical center in Taipei City, Taiwan. Methods: A questionnaire including demographics, medical management, attitudes of care providers, anesthetic care protocol, anesthetic care, and level of satisfaction was developed and administered in August to December 2008 at a medical center in Taipei City. Results: In total, 452 participants were recruited. The results showed that satisfaction with the quality of medical services was significantly related to attitudes of care providers, the anesthetic care protocol, and the entire stage of anesthetic care. Furthermore, a hierarchical multiple regression showed that the main factors affecting patient's satisfaction with the quality of medical services were satisfaction with the intra-anesthetic and post-anesthetic stages. A subsequent factor was the anesthetic care protocol. The model as a whole explained 47.3%. Conclusions: Factors which impacted the quality of medical services as perceived by participants were attitudes of the care providers, the anesthetic care protocol, and the entire stage of anesthetic care. Therefore, it is crucial to emphasize these factors and provide anesthetic inpatients with high-quality medical services.

被引用紀錄


陳小蓮、曾雯琦、盧美秀、周繡玲、陳淑賢、林麗英(2016)。建構本土化住院病人對護理照護滿意度量表與信效度前驅檢測護理雜誌63(3),42-51。https://doi.org/10.6224%2fJN.63.3.42

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