九二一重建區內社區物理治療之滿意度調查

Satisfaction Survey of Community Physical Therapy Service in 921 Earthquake Post-Disaster Area

曹昭懿(Jau-Yih Tsauo) ； 洪秀娟(Shiou-Jiuan Hung) ； 徐阿田(Ar-Tyan Hsu) ； 羅文琪(Wen-Chi Lo) ； 吳英黛(Ying-Tai Wu)

《物理治療》 28卷4期 (2003/08) Pp. 189-198

摘要

目的：病患滿意度是醫療品質的重要指標，本研究目的在探討國內首先實施社區物理治療之九二一重建區病患對物理治療服務的滿意度。方法：由民國90年1至8月於九二一重建區接受門診物理治療之個案中分層抽樣，以自行設計之病患滿意度問卷，完成1160名病患之調查。結果：在可近性上，有79.6%個案給予正面評價。在可獲得性上，有36.7%之個案認為治療次數不足，多因治療師沒時間所致。在可負擔性上，99.4%的個案接受免費服務，若依健保部分負擔之模式，83.7%之個案仍願繼續接受治療，但若需付200元自費接受治療，則只有43.5%之個案會繼續接受治療。在可接受性上，對整體治療給予正面評價者佔80.4%，認為治療效果好或非常好的佔78.9%。在方便性上，無論是接受物理治療前的行政程序或物理治療的服務，皆受到90%民眾的肯定。結論：九二一重建區門診物理治療之服務受到民眾正面肯定，建議政府繼續「九二一震災導致重度傷殘者照護計畫－復健醫療計畫專案」的服務模式，並進一步發展社區物理治療。

關鍵字

社區物理治療 ； 滿意度

並列摘要

Purpose: Patient satisfaction is one of the import indicators of health quality. The purpose of this study was to investigate patient satisfaction of a government provided community physical therapy service program in 921 Earthquake Post-disaster Area. Methods: Patients who received outpatient physical therapy services during the period from January to August 2001 were sampled and stratified by service record number in each geographical area within 921 Earthquake Post-disaster Area. A total of 1160 patients were interviewed either in person or by telephone. Results: We assessed patient satisfaction in the following five domains: accessibility, availability, affordability, acceptability, and accommodation. For accessibility, 79.6% of the patients interviewed deemed it convenient to visit the clinic. For availability, 36.7% of the patients interviewed felt that the number of treatment sessions provided was not sufficient. The main reason given was the unavailability of therapists for additional appointments. For affordability, 99.4% of patients received the services for free. 83.8% of the patients who could afford the copayment would be willing to continue their therapy services under the National Health Insurance scheme. However, if they had to pay for the total amount of the service fees, only 43.6% of them would continue. For acceptability 80.4% of the patients had positive impression of the physical therapy service program; 79.0% and 95.7% of the patients rated the therapeutic effect and the attitude of physical therapists as good or very good. In the area of accommodation, 90% of the patients were appreciative of the convenience in the administration processes required for accessing physical therapy services. Conclusion: In general, patients in 921 Earthquake-disaster Area who received community physical therapy service program were appreciative of the services rendered. We suggest that such physical therapy service program should be kept or transformed into a community based physical therapy services.

並列關鍵字

Community physical therapy ； Satisfaction