門診病人就醫資訊需求及滿意度探討

Determination of Medical Information Needs and Satisfaction for Outpatients

10.6299/JHA.2016.3.3.R6.61

酒小蕙(Hsiao-Hui Chiu)

門診 ； 就醫資訊需求 ； 滿意度調查 ； outpatient department ； medical information needs ； satisfaction survey

健康與建築雜誌

3卷3期（2016 / 10 / 01）

61 - 67

繁體中文

背景：醫療服務提供者若能掌握民眾就醫需求，提供優良的醫療服務，滿足其需求，可提高民眾選擇來院就醫的意願，考量民眾就醫時因疾病造成的痛苦、加上環境的生疏、就醫訊息的困惑，提供其適當的訊息，可降低其焦慮，提升就醫服務的滿意度。目的：1. 瞭解門診病人就醫資訊需求。2. 瞭解門診病人對護理諮詢服務的滿意程度。方法：採橫斷式研究設計，方便取樣，以2015 年3 月到護理諮詢詢問問題，由當班的護理人員，紀錄其所詢問的問題，再作類別歸類，以次數、百分比計算及排序。結果：門診病人就醫訊息的需求前五項依序為就醫科別（68.5%）、護理指導（8.3%）、健保業務（7.7%）、檢查指導（6.3%）、預防保健（3.7%）。門診對護理諮詢的滿意度：滿意度平均得分前三位分別為：「整體滿意」與「整潔」（4.8±0.24）、「服務態度」（4.6±0.28），得分最低的項目為「標示」（4.0±0.67）。結論／實務應用：有68.5% 的民眾因症狀不知就醫科別的選擇，其中16.4% 民眾希望推薦醫師，民眾詢問問題的科別以神經內科居多。護理諮詢的滿意度以「標示」的滿分數較低。為滿足民眾就醫訊息的需求，建議應於門診區增加資訊的公告、提升民眾醫療知識、考量諮詢地點的可近性及隱密性、人力的彈性應用可降低民眾等待的時間。

Background: Through precisely recognizing outpatients' needs and providing high-quality medical service to meet their needs, healthcare providers can successfully increase people's willingness to come to the hospital. Considering patients with their discomfort due to suffering from the disease, unfamiliar with the hospital setting and confusing medical information, provide them with proper information may decrease their anxiety and improve satisfaction with healthcare service. Purposes: 1. To understand the needs of outpatients for medical information. 2.To understand outpatients' satisfaction with the nursing consultation service. Methods: The cross-sectional study was used for convenient sampling for period of March 2015. The questions asked in nursing consultation during that period were recorded by nurses on-duty, categorized, calculated, and ranked by times and percentage. Results: The first 5 needs in sequence for medical information by outpatients are department identification (68.5%), nursing guidance (8.3%), National Health Insurance routines (7.7%), examination guidance (6.3%), prevention and healthcare (3.7%). Outpatients' satisfaction with Nursing Consultation: Three items received the highest average scores in satisfaction are ＂Overall satisfaction＂ and ＂Neatly clean＂ (4.8±0.24), ＂Service attitude＂ (4.6±0.28), and the lowest-scored item ＂Signs＂ (4.0±0.67). Conclusions/Implications for Practice: Among the 68.5% of patients whose symptoms could not be identified by themselves to seek proper department for healthcare, 16.4% of them prefer to receive recommendation for an appropriate physician, the most frequently asked questions are associated with neurology department. Score in satisfaction with the item ＂Signs＂ is relatively lower compared to that of other items in Nursing Consultation. To meet the needs from outpatients for medical information, we recommend to enhance exposure of announcement in outpatient waiting area, improve patients' access to medical information, considering the accessibility and privacy of consultation locations, as well as flexible use of manpower to save patients' waiting-time.

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