全民健保的實施,大醫院增設門診及擴床措施,然而很多健保不給付的藥物和手術,造成醫療品質的低落,醫病關係也會緊張。因此,如何讓醫院的服務品質達到顧客滿意,對於醫院競爭力的提升將有所助益。 本研究以中南部某區域醫院為研究對象,設計問卷調查住院病患就醫滿意度,以結構式問卷對病房環境設施、工作人員的服務態度、醫療過程、行政效率滿意度做調查,利用SPSS軟體進行資料分析。調查結果發現在整體醫療服務滿意度各構面滿意度為最高者為「工作人員服務態度」構面,而在「醫療過程」構面上則為最不滿意,顯示在醫療過程構面上還有再加強努力的空間。在單因子變異數分析中發現「科別」對「工作人員的服務態度」構面中之「住院中安排詳細檢查」、「對辦理出院手續人員的服務態度」及「行政效率」構面中之「辦理住出院手續之速度」關係極為顯著;「科別」與「行政效率」構面中之「安排檢驗﹙查﹚的時間是否準時執行」有顯著關係。依本研究結果期望能對醫療院所對各項醫療服務品質重視程度做參考,以提升其醫療服務品質。
Since National Health Insurance implemented the global budget system, competitions in the hospitals has become more and more intense. Many hospitals are making efforts in increasing their service quality in order to strengthen their relationship with the patients. The goal of this study is to investigate the inpatients’ service quality and satisfaction in a regional hospital in south-central Taiwan. The result of this study shows that inpatients are very satisfied with “staff service attitude” and dissatisfied with “treatment process”. In ANOVA analysis, this study finds that: 1. There is a very significant difference in “department” on “thorough examine during hospitalization” and “check out staff’s service attitude” of the “staff service attitude” dimension. 2. There is a very significant difference in “department” on “check in/out speed” of the “administrative efficiency” dimension. 3. There is a significant difference in “department” on “examine schedule carried out on time” of the “administrative efficiency” dimension.