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題 名 | 醫院看診等候滿意度之研究--以某醫學中心家庭醫學科為例=Outpatient's Satisfaction towards Waiting Time in the Department of Family Medicine of a Medical Center |
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作 者 | 蘇喜; 李敏禎; 劉嘉玲; | 書刊名 | 醫療品質 |
卷 期 | 1:1 1998.05[民87.05] |
頁 次 | 頁46-55 |
分類號 | 419.39 |
關鍵詞 | 門診; 等候; 滿意度; 管理; Outpatient department; Waiting time; Satisfaction; Management; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究以一家醫學中心的家庭醫學科為對象,研究其門診等候的情況。藉由問卷 填寫,以瞭解病人實際候診的狀況、就醫滿意度、認為合理可接受的就醫時間及相關作業流 程。資料蒐集的時間是 83 年 12 月 19 日至 83 年 12 月 24 日,這六天進行問卷填寫。 研究結果 81% 為複診病人;59% 為預約掛號; 預約掛號病人平均候診時間為 40 分鐘,看 診時間約為 5.79 分鐘;而現場掛號病人平均候診時間為 80 分鐘,看診時間約為 7.68 分 鐘;52.6% 的病人對候診間滿意(包括很滿意);69.1% 的病人對看診時間滿意(包括很滿 意);50.6% 的病人認為合理的候診時間是 16 ∼ 30 分鐘;49.6% 的病人認為合理的看診 時間是 6 ∼ 10 分鐘。 個案醫院候診的問題有:(1)診間看診量設定不當;(2)建議 預約病人到診的時間太早;(3)現場掛號病人之病歷傳送太慢;(4)候診服務提供不足 。建議方案分二方面,在系統設計方面有:(1)適當之看診量;(2)改善建議預約病人 應到診的時間;(3)插號處理;在作業管理方面有:(1)提高預約掛號病人的比例;( 2)控制現場掛號病人病歷送達的時間;(3)告知病人候診的時間;(4)改善病人遲到 的情形;(5)提供候診的服務;(6)改善候診的環境。 |
英文摘要 | The purpose of this study was to determine outpatients' satisfaction towards waiting time in the Department of Family Medicine of a medical center. A self-administered questionnaire was used to collect information on the waiting time for a medical visit, satisfaction toward medical visit, and reasonable time for a medical visit as perceived by outpatient during the period from December 19 to December 24, 1994. The results showed that 81% of subjects were revisiting patients, and 59% of subjects made reservations for their visits. The average waiting time and consultation time for patients with a reservations were 40 minutes and 5.8 minutes, respectively, while for patients without a reservation were 80 minutes and 7.7 minutes, respectively. 52.6% adn 69.1% of patients were satisfied with the waiting time and consultation time, respectively. 69.1% and 49.6% of patients thought that 16 to 30 minutes and 6 to 10 minutes were reasonable waiting time and consultation time, respectively. The major areas of patients' dissatisfaction included: (1) unreasonable patient volume; (2) a long waiting time; (3) slow delivery of medical records for patients without reservation; and (4) inadequate services for waiting patients. Recommendations for systemic design include: (1) a reasonable patient volume; (2) a more accurate recommended arrival time for consultation; and (3) informing patients of the expected waiting time; (4) promoting patients to visit on time; (5) providing waiting patients with related services; and (6) improving the environment of waiting rooms. |
本系統中英文摘要資訊取自各篇刊載內容。