從病患的滿意度來探討健康的就醫環境之研究

A study on Patients Satisfaction of Healthy Environment for Medical Treatment

10.29468/PMR.201009.0219

蔡月卿(Yuen-Ching Tsai)；謝秉銓(Ping-Chuan Hsieh)

病患滿意度 ； 服務品質 ； 就醫環境 ； patient's satisfaction ； hospital environment ； Service Quality

物業管理學會論文集

4屆（2010 / 09 / 24）

219 - 225

繁體中文

目前醫療市場競爭激烈的情形下，如何創造、維繫、與強化醫院員工與病患之間的關係，進而提升病患的滿意度與忠誠度，以提高醫院的市場佔有率，是今日醫院建立其競爭優勢以求生存的一個重要因素。醫院管理階層唯有了解並提升醫院顧客導向行為，其服務品質才有可能提升。由於醫院間競爭劇烈及經營環境改變，使得醫療機構朝向以病人為中心的醫療服務。確實清楚了解病患的想要及需求為何，將病患的聲音及意見融入提供的醫療服務，使其滿意，進而提高品質並達到雙贏的局面。本研究利用回顧性檔案分析，對於病患滿意度問卷調查方式，依據發出的問卷表中其他建議事項，病患用文字撰寫敘述的意見表，以質性與量性的分析方法歸納統整病患滿意度的問題，統整病患所提的建議。對於初期分析的結果中，在病患滿意度之統計分析中，顯示病患覺得不滿意的有目前提供的服務中的環境安全設施、衛生清潔、視覺感受（包含顏色設計）未達到病患的期望，對提昇病患滿意度而言，還有相當大的改善空間，都是必須要改善的重點。對於既往研究的探討大多只探索醫療保健的環境設置，而且是以醫療服務提供者的角度來籌蓋醫院的建築，少有加入使用者實際的感受。許多病患滿意度都是探索從所提供的服務來看，例如：等候時間的長短、禮貌與否、人際互動關係與職業化等等；而少由健康自然的就醫環境氛圍等，去探討病患的滿意度。本研究的預期成果以健康建築理念為主軸，探討病患對其醫院就醫環境可能發生之問題癥結及感受，最後以提供衛生單位及醫院建築設計上之參考。

Many patients are satisfied with the degree of exploration from the perspective of services provided, such as: the length of waiting time, courtesy or not, interpersonal relationships and professional and so on; however, research is rarely a healthy natural environment from the atmosphere to explore the patient satisfaction. In accordance with the purpose of this study was carried out by the out-patient satisfaction surveys to understand the hospital environment and facilities to provide the results of treatment of feelings, at the same time, in view of patient response to the text proposed by the views of the public improvements to meet the needs of patients to enhance quality of service. In this paper, a retrospective analysis of data files will be in 95、96, nursing patients on the same day to fill in the patient satisfaction survey questionnaire issued in accordance with other recommendations in the matter, the patient described in words written in the form first qualitative analysis to integration into the issue of patient satisfaction, integration 95,96 patients in the recommendations, the quality of service for two years the percentage of the necessary ingredients of classification ,then the volume of a four-point Likert -type scale to be the order of points. Will people think that the health of natural environmental factors, as construction of health units and hospitals on a reference design. Recommendations in the future, health-care environment should consider these factors and the need to re-do the design more comfortable.