精神科服務滿意度的概念與相關文獻回顧

The Concept and Related Review Articles of Psychiatric Service Satisfaction

近年來，精神病患者被認為是消費者，醫院必須重視消費者權益，提供令人滿意的服務。病患滿意度就是由病人觀點判斷醫療品質的好壞，所以高品質的服務與高滿意度息息相關。但是關於精神科服務滿意度的國內相關研究卻不多。本文乃是彙整國內外相關文獻，內容包括滿意度的概念、影響滿意度的相關因素、滿意度的測量及相關研究等。期待臨床醫護人員能夠重視精神病患的滿意度，以提供更高品質的服務。

In recent years, psychiatric patients have often been referred to as consumers; therefore, hospitals need to emphasize the rights of consumers and provide satisfactory service. Patient satisfaction is the judgment of care quality from the patients' viewpoints. Therefore, the relationship between quality service and satisfaction is very close. The main intent of this article is to review literature about the concept of patient satisfaction and related factors and the measurement of satisfaction. Findings suggest that clinical nursing staff need to value psychiatric patients' perceptions of satisfaction with care; such valuing is the first step to providing high quality service to patients.