頁籤選單縮合
題名 | 以不合格率管制圖進行住院滿意度分析=Conduct Inpatient Satisfaction Analysis by Quality Control Charts |
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作者 | 王銘杰; 洪麗真; 吳文祥; Wang, Ming-jye; Hung, Li-chen; Wu, Wen-hsiang; |
期刊 | 安泰醫護雜誌 |
出版日期 | 20150600 |
卷期 | 21:1 2015.06[民104.06] |
頁次 | 頁12-23 |
分類號 | 419.39 |
語文 | chi |
關鍵詞 | 住院滿意度; 滿意度; 住院病患; 不合格率管制圖; Inpatient satisfaction; Satisfaction; Hospitalized patients; Substandard quality control chart; P- chart; |
中文摘要 | 目的:醫療院所已經邁入全面競爭的趨勢,醫院必須瞭解顧客的需求,才能得到顧客的肯定與認同,進而提升整體的滿意度。本研究嘗試以不合格率品質管制圖的方式進行住院滿意度分析,期待能為醫院找出滿意度不佳的主要項目,並據此提出具體可行之建議。方法:本研究為橫斷式研究法,以自擬式問卷進行住院滿意度調查。以新竹某區域教學醫院住院病人及家屬為研究對象,分年中和年末兩階段進行滿意度調查。兩次調查各發出200份問卷,回收200份問卷,有效回收率皆為100%。問卷回收後以描述性統計、不合格率管制圖等方法進行統計分析。結果:年中住院整體滿意度為87.7%,各構面滿意度為手術安全95.5%、就醫過程93.4%、服務態度92.5%、等候時間81.4%、營養膳食80.8%、醫院環境設施79.3%。年末住院整體滿意度為90.2%,各構面滿意度為就醫過程94.4%、手術安全93.3%、服務態度93.0%、等候時間85.4%、營養膳食82.8%、醫院環境設施81.2%。比較兩次結果後發現,營養膳食構面及醫院環境設施構面在兩次的整體滿意度相對較低,列為主要改善的目標。結論:為提升病患及家屬的滿意度,本研究建議醫院可參考病患或家屬的滿意度結果及具體建議,據此作為未來改善的方針。 |
英文摘要 | Objective: This study aimed to investigate inpatient's satisfaction in a teaching hospital in HsinChu, looking forward to identify key factors of the poor satisfaction, Substandard quality control chart (p- chart) is used to compare two-stage satisfaction of inpatients. Feasible proposals are subjected according to the investigation results. Methods: The investigation was conducted through the cross-sectional study. A regional teaching hospital inpatients and their families were investigated for the study. Two hundred questionnaires were connected in both mid-year and year-end survey. Two-stage data were collected and compared by descriptive statistics and p-chart. Results: Overall satisfaction rate on Mid-year is 87.7% , in which surgical safety dimension is 95.5%, medical procedure dimension is 93.4%, service attitude dimension is 92.5%, waiting time dimension is 81.4%, nutritional dietary dimension is 80.8%, medical facility dimension is 79.3%. Overall satisfaction rate on Year-end is 90.2%, in which surgical safety dimension is 94.4%, medical procedure dimension is 93.3%, service attitude dimension is 93.0%, waiting time dimension is 85.4%, nutritional dietary dimension is 82.8%, medical facility dimension is 81.2%. After comparing the results, two dimensions, nutritional dietary and medical facility, with relatively lower satisfactions are needed to be improved. Conclusion: To increase the inpatient satisfaction, this study suggests that the hospital may refer the patient or family satisfaction with the results and specific recommendations for future improvement in the policy accordingly. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。