探討某醫學中心急診病患就診滿意度及其相關因素

Satisfaction and Related Factors among Emergency Patients in a Medical Center

10.6386/CGN.202306_34(2).0002

邱嘉玲(Chia-Lin Chiu)；陳瑋錡(Wei- Chi Chen)；許惠如(Hui-Ju Hsu)；謝春蘭(Chun-Lan Hsieh)；陳麗貞(Li-Chen Chen)；石惠美(Whei-Mei Shih)

急診 ； 滿意度 ； 服務品質 ； emergency call ； satisfaction ； quality of service

長庚護理

34卷2期（2023 / 06 / 01）

15 - 28

繁體中文;英文

目的：在目前醫療體系中，病患滿意度儼然已成為醫療品質監控重要的一環，病患就診滿意度影響病患後續是否持續返診接受治療，並影響日後選擇就診醫院的決定。本研究目的在探討影響某醫學中心急診病患就診滿意度及其相關因素，以提供醫院提升照護品質。方法：採用橫斷式問卷調查法。對象為急診就診病患，共發出350份問卷，回收349份問卷，回收率99.7%，問卷包括視覺類比量表、醫院焦慮憂鬱量表、急診病患就診滿意度。運用SPSS 20統計軟體進行資料統計分析。結果：滿意度與憂鬱呈現負相關，與等候醫師看診時間呈現負相關，與有無家屬陪伴者呈現正相關。有無家屬陪伴、等候醫師看診時間為急診滿意度之預測因子，其解釋力為3.6%。結論：病患滿意度是衡量醫療品質的重要指標，瞭解影響病患就診滿意度的相關因素，可做為未來改善急診服務，提昇病患滿意度之依據。服務品質的改善與提升俾使病患獲得更好的照護品質，發揮急診的效益。

Objective: Patient satisfaction has become a crucial aspect of quality monitoring in the current healthcare system. The level of satisfaction directly influences patients' decisions to return for treatment and their choice of hospitals in the future. This study explored the factors influencing patient satisfaction in the emergency room of a medical center and provide valuable information to the hospital for enhancing the quality of care. Method: A cross-sectional design survey was conducted to gather data from patients in an emergency department of a medical center. Out of 350 distributed questionnaires, 349 (99.7%) were completed. The questionnaires included Visual Analogue Scales (VAS), Hospital Anxiety and Depression Scale (HADS), and an assessment of patient satisfaction during their emergency room visit. The collected data were analyzed using SPSS 20 software. Results: Patient satisfaction showed a negative correlation with depression and waiting time to see the doctor. Conversely, patient satisfaction exhibited a positive correlation with the presence of family members during the visit. Both the presence of family members and waiting time to see the doctor emerged as predictors of emergency department satisfaction, explaining 3.6% of the variance. Conclusion: Patient satisfaction stands as a critical indicator for assessing the quality of medical care. By understanding the factors that influence patient satisfaction, hospitals can use this knowledge as a foundation to enhance their emergency services and improve patient satisfaction. The improvement and promotion of service quality will ultimately result in patients receiving better care and fully benefiting from the advantages of emergency medical services.

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