台湾北部某区域教学医院就医民众满意度调查The Survey of Patients’ Satisfaction——the Experience at A Northern Region Teaching Hospital in Taiwan
刘荣宏, 叶明阳, 周毅鹏, 刘启明, 林淑霞, 董道兴
关键词：小区调查, 满意度Keywords: Community-Based Survey; Patients’ Satisfaction
《Advances in Clinical Medicine》, Vol.1 No.1, 2011-05-13
摘 要：背景：为能持续提高优质的医疗，病患对医疗服务的满意度是评估医疗质量的重要指针。目标：本研究透过某区域教学医院就医满意度调查，藉由探讨须改善的方向以确保医疗质量并提供人性化的精致医疗服务。方法：在征得受访者同意后，本研究由医疗服务可近性、医疗服务人员及就医流程、及医院整体服务过程三方面探讨就医满意度。研究对象以台湾北部某区域教学医院所在地之居民为受访个案，访视方式则以面访为主。结果：本次调查利用方便取样，共计访视1,246名就医民众，结果发现民众选择该院就诊的原因主要为距离近、交通方便、经亲友介绍、护士服务态度佳及医院的名声等。在就诊过程满意度方面，整体而言，民众从挂号、候诊、检验、医师看诊、批价、及完成领药离院约花108分钟。民众不满意比例较高者为等候医师看诊时间，等候时间平均为43.80 ? 41.09分。其次为医师实际看诊时间，平均仅有8.00 ? 5.98分。等候检验检查时间亦是就医民众不满意的一环，平均等候时间为19.15 ? 14.90分。此外，其余设施上则以商店街的服务质量最需要改善，满意比例仅有19.2%。结论：以关怀生命、服务人群、提供最优值的全人健康照护而言，若能从就医流程制度面及外围硬件设施上全面改善，并加入走动式服务概念，以改善整体服务质量。Abstract: Background: To maintain the high quality of medical service, patients’ satisfaction with medical services is an important indicator of quality of care assessment. Objectives: To explore an improvement direction and ensure the medical quality and then provide the elaborate healthcare services for a region teaching hospital based on the patients’ satisfaction surveys. Methods: Agreement for personnel, this study held an inquiry for patient satisfaction from medical accessibility, medical service providers and medical processes, and the overall appraisal of hospital services three ways. The objects are the localized people in a region teaching hospital, and the investigating method is face-to-face interviews. Results: Convenience sampling was used and 1 246 people that have been taken medical treatment from a region teaching hospital was visited. According to the result, the first five reasons of why patient choose the hospital are--in the neighborhood, convenience in traffic, friends/relatives’ recommendation, nurses’ positive attitude and hospital’s reputation. In the satisfactions to medical processes, it will takes about 108 mins from registration, waiting, inspection, diagnosis, and getting medicine. The lowest satisfactions to outpatient, first is the waiting time for physician service, the average time is 43.80 + 41.09 mins. Second is the actually physician service time, the average time is 8.00 + 5.98 mins. The waiting time for inspection is also the lower satisfaction item, the average time is 19.15 + 14.90 mins. Additionally, service quality of the shopping street is the most improvement item in other facilities, the satisfaction is only 19.2%. Conclusions: For the “Respect Life, Serve People, Provide the Best Quality Holistic Healthcare” viewpoint, it could be overall improved from medical processes and surrounding facilities, and import the idea of “walking around service” to improve the overall appraisal of hospital services.