中部某教學醫院自費健檢病人對醫院服務滿意度的調查

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(1)167. 1 1. 88. 4. 9. 255 (. 17. ) 49.1. 53.7%. 46.1%. 42.5% 91.1%. 1). 2). 3). 4) 1). 4). 5) 2). 5). 3) (Pearson correlation). 2001;6:167-72. "patient". "client" [1]. [2] [3] 404 1/30/2001 6/8/2001. 2 4/10/2001.

(2) 168. 1 (. ). 205 (80.4) 49 (19.2) 1. (0.4). [4,5] 137 (53.7) [6-12]. 118 (46.3) 19. 1. (0.4). 20 39. 67 (26.3). 40 59. 132 (51.8). 60 79. 51 (20.0). 80. 4. (1.6). 106 (42.5) 75 (30.1) 88. 4. 1. 88. 9. 65 (26.1). 30. 3. (1.3). 117 (46.1) 86 (33.9) X. 10. (3.9). 7. (2.8). 34 (13.4) 216 (91.1) 21 (8.9). 17 3 2. 1 Cronbach. 1. 2. 19 2 4. 40 59 80. 1. 20 39. 3. 60 79. 0.87. SAS. (Pearson correlation). 5 1. 2. 3 4. 6.12. 255 255. 255 100%.

(3) 169. 2. X. 205. (80.4%) 1. 49. (19.2%). 2.78. 0.45. 80.1. 2.82. 0.43. 83.5. 2.71. 0.47. 71.8. 2.74. 0.45. 74.0. 2.76. 0.43. 75.7. 2.89. 0.31. 89.2. 2.98. 0.12. 98.4. 2.99. 0.11. 98.8. 2.67. 0.54. 70.2. 2.86. 0.39. 87.4. 2.69. 0.49. 69.9. 2.86. 0.35. 86.1. 2.70. 0.50. 71.9. 2.75. 0.46. 75.4. 2.79. 0.44. 79.9. 2.84. 0.39. 84.9. 2.74. 0.49. 76.8. 89.2%. (0.4%). 4) 87.4%. 5). 86.1% 1 86. 49.1. (51.8%). 20. 40. 39. 69.9%. 59. (26.3%). 118. 1). 18. 70.2% 137. 53.7%. 71.8% 71.9%. 42.5%. 2). 3). 4). 5). 74.0%. 2. 1.3%. 46.1% 33.9%. 91.1%. 8.9% 80% 2.5. 71.8%. 2.71. 2. 1) 98.8%. 2). 98.4% 98.8% 89.2%. 98.4%. 3). 2. 75.7%.

(4) 170. 3. 0.174. 0.008. 0.051. 0.070. 0.046. 0.095. 0.097. 0.075. 0.046. 0.143*. 0.022. 0.162*. 0.043. 0.056. 0.028. 0.060. 0.017. 0.032. 0.053. 0.037. 0.011. 0.114. 0.094. 0.313. 0.017. 0.015. 0.032. 0.028. 0.012. 0.126. 0.030. 0.158*. 0.132*. 0.045. 0.044. 0.167. ,. X. 0.090. 0.139*. 0.196. 0.015. 0.150*. 0.084. 0.019. 0.085. 0.094. 0.053. 0.032. 0.044. 0.103. 0.202. 0.066. * p < 0.05; p < 0.01; p < 0.001.. 80% 69.9%. 2.71. 2. 3. 1). 2). 3).

(5) 171. 75.7% 1. 1978;25:66-79 2.. ? [13]. Korsch. [14]. Alpert [15]. 1970;3:68-71. 3. Reed EA. Quality Assurance: the JCAH Standard. AORN 1982;35:1287-90. 4. Weisman E, Koch N. Special patient satisfaction issue. QRB Qual Rev Bull 1989;15:166-71. 5. Donabedian A. The quality of care. How can it. Doll [8]. be assessed?. Review. JAMA 1988;260:1743-8.. 6. Chew E. Patient satisfaction. Nurs Times 1989;. Gorham [11]. 85:53. 7. Lynn-McHale DJ. Need satisfaction levels of family members of critical care patients and accuracy of nurses' perceptions. Heart Lung 1988; 17:447-53. 8. Doll A. The thing patient say about their nurse. Nursing 1990;79:113-20. 9. Reed SE. A comparison of nurse-related. Lu. [16]. behaviour,philosophy. of. care. and. job. satisfaction in team and primary nursing. J Adv Nurs 1988;13:383-95.. Eriksen [12]. 10. Courts NF. A patient satisfaction survey for a rehabilition unit. Rehabil Nurs 1988;13:79-81. 11. Gorham. WA.. Staff. nursing. behaviors. contributing to patient care and improvement. Nurs Res 1961;11:68-79. 12. Eriksen LR. Patient satisfaction:an indicator of nursing care quality? Nurs Manage 1987;18:31-5. 13. Pan JY, Ko CC, Chen JY, et al. Patients' satisfaction with hospital service in a southern Taiwan hospital. Chin J Public Health (Taipei) 1996;15:249-58. 14. Korsch BM, Gozzi EK, Francis V. Gaps in doctorpatient communication. 1. Doctor-patient interaction and patient satisfaction. Pediatrics 1968;42:855-69. 15. Alpert JJ, Kosa J, Haggerty RJ, et al. Attitudes and satisfactions of low-income families receiving comprehensive pediatric care. Am J Public Health Nations Health 1970;60:499-506. 16. Lu SN, Tseng SJ, Yang CH, et al. Time spent and satisfaction of new out-patients in Department of Internal Medicine, Kaohsiung Medical College Hospital. Gaoxiong Yi Xue Ke Xue Za Zhi 1990;6:490-500..

(6) 172. Patient Satisfaction of Health Examinations at a Hospital in Central Taiwan 1. Hsien-Fong Lin, Shih-Wei Lai, Chia-Ing Li, Ging-May Chang , Ming-May Lai, Chiu-Shong Liu, Cheng-Chieh Lin 1. Department of Community Medicine, China Medical College Hospital, Taichung; Institute of Nursing, National Taiwan University, Taipei, Taiwan, R.O.C.. Background. Various reports published in foreign countries have investigated patient satisfaction and discussed related standards. Limitations of these studies mean that their results cannot be applied directly by other hospitals. Accordingly, evaluation of patient satisfaction and that of their relatives' with the services provided by hospitals is required if quality of service is to be improved for patients. M e t h o d s . Between April and September 1999, 255 patients undergoing medical examinations at a teaching hospital in the Taichung area were sampled with a structured questionnaire. Using three degree measurement, patient perceptions of and their degree of satisfaction with these medical examinations were analysed. R e s u l t s . The average age of the participants was 49.1 years, and 53.7% were males. Residents of Taichung City comprised 46.1% of participants, while those who had not studied at the junior high school level made up 42.5% of the patients studied. A full medical examination was performed on 91.1% of the participants. The five items relating to atmosphere that patients were most satisfied with were: 1) The attitudes of attending personnel; 2) clear explanations of each examination, treatment procedures, and medications used; 3) the attitudes of attending doctors; 4) explanations of treatments occurring prior to examinations, and 5) the service attitudes of examining personnel. The five items patients were least satisfied with were: 1) lack of privacy during examinations; 2) time spent during examinations; 3) the waiting area environment; 4) electrocardiography (EKG) examinations, and 5) the examination room atmosphere. Pearson correlation analysis found that females were less satisfied with signposting and guidance within the hospital and with the examination room environment. Female satisfaction was lower than average with regards to privacy, EKG examination, pulmonary function test, panendoscopy and colonoscopy. Well-educated patients felt uncomfortable with the environment of the examination rooms, the attitude of nursing personnel, loss of privacy during examination, the attitudes of examining personnel, and EKG examination. Conclusions. To improve patient satisfaction, clear directions, comfortable and private waiting areas and examination rooms, and minimum waiting times should be a priority. The professional training of nursing personnel should therefore emphasize professional knowledge, skills, attitudes, as well as the ethical issues associated with the practice of nursing. ( Mid Taiwan J Med 2001;6:167-72). Key words hospital service, patient satisfaction Received : January 30, 2001.. Revised : April 10, 2001.. Accepted : June 8, 2001. Address reprint requests to : Chiu-Shong Liu, Department of Community Medicine, China Medical College Hospital, No 2, YuhDer Road, Taichung 404, Taiwan, R.O.C..

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