醫院服務品質之滿意度研究-以南部某兩間區域醫院為例

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Title:	醫院服務品質之滿意度研究-以南部某兩間區域醫院為例 A Satisfaction Study of Hospital Service Quality: A Case Study of Two Regional Hospitals in Southern Taiwan
Authors:	陳美吟
Contributors:	醫務管理系洪萬吉
Keywords:	病患滿意度服務品質區域醫院 patient satisfaction quality of care regional hospitals
Date:	2017
Issue Date:	2018-01-11 11:44:23 (UTC+8)
Abstract:	本研究在了解醫院服務品質之滿意度，分析基本人口變項對門診、急診及住院之各構面的差異，並探究兩間區域醫院病患之差異性。本研究採用問卷調查法，研究對象為南部某兩間區域醫院病患，A醫院門診197份、急診52份、住院問卷86份；B醫院門診78人，急診37，住院55人。本研究結果如下：一、病患對個案醫院的診療過程、環境設施、等候時間、友善服務的滿意度均偏向滿意，對門診之滿意度由高而低依次為診療過程、門診環境設施、等候時間、友善服務；對急診之滿意度由高而低依次為診療過程、等候時間、友善服務、急診環境設施；對住院之滿意度診療過程、友善服務、病房環境設施。　　二、門診之診療過程的滿意度，以醫師的診療過程為最高，放射線檢查的過程為最低；環境設施，以樓層的標示或指引看板的清楚程度為最高，院內用餐及購物的方便性為最低；等候時間，以等候照X光時間為最高，等候看診時間為最低；友善服務以醫護人員提供後續醫療或追蹤檢查的建議為最高，意見反映後處理的適當性為最低；急診，診療過程，以領出院帶藥時藥師說明藥品使用方法及注意事項為最高，醫師的診療過程為最低，等候時間，以等候檢傷分類時間為最高，等候領藥時間為最低，環境設施，以停車的便利性為最高，整體環境清潔的滿意、空氣品質為最低；友善服務，以服務台志工的服務態度為最高，意見反映後處理的適當性為最低；住院之診療過程，以醫護人員告知您出院後的照護注意事項為最高，住院期間各項檢查的過程為最低；環境設施，以停車的便利性為最高，院內用餐及購物的方便性為最低；友善服務，以服務台志工的服務態度為最高，住院餐點的供應服務為最低。研究也發現，兩間區域醫院病患之滿意度也有差異性。　　　　　　　　　　　　　　　　　　　　Abstract　　The purpose of this study was to understand the satisfaction of hospital service quality, and to analyze the differences of basic demographic variables in outpatient, emergency and inpatient settings, and to explore the difference of two regional hospitals. In this study, a questionnaire survey was conducted. The subjects were two regional hospital patients in the south of China. 197 outpatient departments, 52 emergency departments and 86 inpatient questionnaires in A hospital. 78 outpatients in B hospital, 37 in emergency room and 55 in hospital. The results of this study are as follows:　　A patient to the hospital, the diagnosis and treatment process, environmental facilities, waiting time, friendly service satisfaction both satisfaction on outpatient satisfaction from high to low is the process of diagnosis and treatment, outpatient facilities, waiting time, friendly service; the emergency satisfaction from high to low in order for the diagnosis and treatment process, waiting time, friendly service, emergency facilities; on inpatient satisfaction diagnosis and treatment process, friendly service and ward environment facilities.　　Two, clinic diagnosis and treatment process, in the treatment process of doctors is the highest, the process of radiographic examination is the lowest; environmental facilities, with a clear degree of floor marking or guide Kanban is the highest, the convenience of shopping and dining in the hospital was the lowest; waiting time, waiting time to shine X light is the highest, waiting to see the follow-up time was the lowest; friendly service to the medical staff to provide medical follow-up or follow-up examination of the proposal is the highest, reflect the views of the appropriate postprocessing is the lowest; emergency treatment process, leading to discharge medication when pharmacists that drug use method and the matters needing attention is the highest, the treatment process of physicians is the lowest, the waiting time. To wait for the triage time is the highest, the lowest waiting time for getting medicine, environmental facilities, with the convenience of parking for the highest satisfaction, the overall environment of clean air quality is the lowest; Friendly service, service to the volunteer service attitude is the highest, reflect the views of the appropriate postprocessing is minimum; hospitalization, treatment process, the medical staff to inform you after discharge care attention is the highest, the hospital inspection period is lowest; environmental facilities, with the convenience of parking is the highest, convenience the hospital dining and shopping is the lowest; friendly service, service to the volunteer service attitude is the highest, the lowest supply service for hospital meals. The empirical result also shows that two regional hospitals have also the difference.
Relation:	電子全文公開日期：2017-09-30，學年度：105，104頁
Appears in Collections:	[Dept. of Hospital and Health (including master's program)] Dissertations and Theses

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