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題 名 | 中醫傷科醫療服務滿意度之研究--以北區(桃、竹、苗)為例=Research of Satisfaction in Chinese Traumatology Medical Service--Take the Northern Area (Taoyuan, Hsinchu, Miaoli) as an Example |
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作 者 | 朱明添; | 書刊名 | 中醫骨傷科醫學雜誌 |
卷 期 | 8 2009.12[民98.12] |
頁 次 | 頁1-14 |
分類號 | 419.48 |
關鍵詞 | 服務; 品質; 醫療服務; 中醫傷科; 滿意度; Customer service; Quality; Medical service; Chinese traumatology; Satisfaction; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究希望能達到瞭解中醫傷科門診病人的基本人口特性、評量中醫醫療院所傷科的醫療服務品質水準、探討患者在做傷科時服務品質評量項目上之重視度與滿意度之情形等目的。藉由統計分析,樣本病患在性別方面相近,但以女性偏多。年齡方面以50~59歲居多(30.2%),大部分集中在20~59歲之間(88.6%),也說明了看中醫的病患並非完全是以中老年人為主。學歷方面以高中職及國中以下居多(30.2%、24.5%),其次則為專科及大學,原因可能是民眾教育程度的普遍提高,或是以對中醫漸漸認同。婚姻狀況以已婚居多(73.6%)。職業上以其他自由業(32.1%)及工(26.4%)等為主,其次則為商業(17%)及公務人員(15.1%)。月收入普遍集中在2萬至5萬之間(60.3%)。病患普遍有固定於同一家診所就診之習慣(66%)。病患最近一個月就診次數以1~3次居多(54.7%),就診次數大部分集中於9次以下(84.9%)。在結構方面,最滿意的項目有「交通的便利程度」及「服務人員的服裝儀容」,最不滿意的項目有「乾淨的洗手間」及「空間寬敞」。在過程方面,最滿意的項目有「護理人員的態度」及「尊重個人隱私」,最不滿意的項目有「中醫師未親自執行而交由推拿人員執行」及「候診時間的長短」。在結果方面,最滿意的項目有「診療後病情的改善」及「傷科手法的療效」,最不滿意的項目有「醫療院所主動追蹤病情」。 |
英文摘要 | The object of this research is trying to identify the patients of Chinese traumatology, to assess the quality of Chinese traumatology in Chinese medical hospital, and to investigate patients' satisfaction of service during therapy. By the analysis of this report, the gender ratio of sample is close, but female patients are more than male patients. From the analysis of age, the highest rate is 30.2% which is ranged from 50 to 59 years old. However, the major group is from age 20 to 59 years old (88.6%). This result indicates that patients who would like to take Chinese medicine are not only senior people. From the analysis of education, senior high (30.2%) and junior high schools students (24.5%) are the highest groups and college students are the second highest group. The consequence reveals the greater level of education and the acceptance of Chinese medicine. From the analysis of marital status, married population (73.6%) is the main segment. From the analysis of profession, free lancers (32.1%) and blue-collar workers (26.4%) are main groups. Followed by the first ratio groups are white-collar workers (17%) and government workers (15.1%). From the analysis of income, the major income group (60.3%) earns from $20,000 to $50,000. Normally, 66 percent of patients are loyal customers. From the frequency of consulting doctor, patients (54.7%) who visit clinic one to three times a month are significant. The highest frequency of consulting doctor is below nine times (84.9%) a month. From the analysis of general parts, people are mostly satisfied with the convenience of traffic and customer service. However, patients are unsatisfied with the quality of toilet and limited space. From the analysis of consulting, people are mostly satisfied with the nursing staff's attitude and privacy. But, patients are unsatisfied that Chinese doctor assigned assistants to execute medical therapy and long waiting time. From the analysis of consequence, people are mostly satisfied with the recovery result after consulting and effectiveness of therapy. However, patients are unsatisfied that the clinic or hospital directly follows up with patients' conditions. |
本系統中英文摘要資訊取自各篇刊載內容。