頁籤選單縮合
題 名 | 急診病患對醫療機構服務滿意度之研究=A Study on Emergency Patients' Satisfaction of Medicare Institution Services Quality |
---|---|
作 者 | 何政光; 戴文珠; | 書刊名 | 萬竅 |
卷 期 | 10 2009.11[民98.11] |
頁 次 | 頁85-105 |
分類號 | 419.47 |
關鍵詞 | 醫療機構; 醫療服務品質; 滿意度; Medicare institution; Medicare services quality; Satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 醫療品質的提昇係公共事務的一環,如何在有限的資源下提昇醫療機構的服務品質,增進顧客的滿意度,為社會大眾關切的重要課題。本研究旨在探討急診病患針對某區域教學醫院的環境設施、等候時間、工作人員服務態度、醫療過程、服務結果等滿意度。採橫斷式立意取樣調查,以某區域教學醫院求診的急診病患為研究對象,有效問卷為181份。以北區醫療聯盟顧客滿意度量表為研究工具。研究對象以20-29歲居多,教育程度以大專佔最多佔32.6%。研究結果顯示醫院所提供業務服務平均滿意度介於還算滿意(4分)到滿意(5分)間;整體滿意度由高到低依序為:醫療過程、服務結果、工作人員的服務態度、醫院環境設施、等候時間,發現「願意介紹親友來本院就醫」、教育程度、年齡與服務品質滿意度有統計上顯著差異(p<.05),Scheff,e檢定發現其中急診病患對醫療環境、工作人員的服務態度及醫療過程滿意度會影響個案是否願意介紹親友來醫院就醫,高中職者之滿意度高於大專及國初中以下,年齡40歲以上之滿意度高於20-39歲的病患。根據本研究結果,本文最後提出對於某區域教學醫院急診服務品質之改善建議,提供醫療機構、政府機關和後續研究之參考。 |
英文摘要 | Enhancement of quality of medical care is a part of public services, how to enhance the quality of service in the limited resources of medical institutions, enhance customer satisfaction, as an important issue of concern for the community. The purpose of this study is to explore emergency patients’ satisfaction with the environmental facilities, waiting time, staff attitude, medical processes, services in a regional teaching hospital. It took cross-sectional purposive sampling, and emergency patients as the research object . A total of 181 valid questionnaires were collected, for the use of "The North District Medical Alliance Satisfaction Scale” as a research tool. Subjects were predominantly 20-29 years of age, with college and university level of education accounted for a maximum of 32.6%. The results showed that hospitals with a range of business services average satisfaction is quite satisfactory (4 points) to the satisfaction (5 points) respectively; overall satisfaction from high to low were: the results of medical process , services, attitude of staff, waiting time for hospital environment and facilities. The study found that "is willing to introduce friends and relatives to hospital for medical treatment", educational level, age and quality of service satisfaction has a statistically significant difference (p <.05), Scheff’e test found that emergency patients to the medical environment, staff attitude and the medical procedure will affect the satisfaction of the case and the willingness to introduce friends and relatives come to the hospital for medical treatment, high levels of satisfaction were higher than junior college and the country below the age above 40 years of satisfaction than patients 20-39 years of age.According to the results of this study, this paper concludes with a regional teaching hospital for the emergency service-quality improvements, the provision of medical institutions, government agencies and follow-up study in Taiwan. |
本系統中英文摘要資訊取自各篇刊載內容。