血液透析患者對洗腎機構重視度與滿意度之探討

The Relationship between Chronic Hemodialysis Patient Behavior and Satisfaction with the Dialysis Center

本研究目的為探討某醫學中心血液透析患者對於洗腎機構之重視度、滿意度，以及比較二者間之差異。本研究採橫斷研究，以立意取樣收案，研究工具為自擬之結構式問卷，內容包括重視度、滿意度及病患個人特質三部分，由醫療品質、設備、服務、環境、福利等五構面探討個案之重視度與滿意度。結果發現血液透析患者較重視「醫療品質」及「服務」二構面，較不重視「福利」、「設備」與「環境」構面;病患較滿意「服務」與「醫療品質」構面，較不滿意「福利」、「環境」與「設備」構面；滿意度與重視度相差之缺口以「醫療品質」、「設備」及「環境」構面負值較大，「福利」及「服務」構面負值較小；不同年齡、教育程度、經濟狀況、陪伴者及洗腎班別之缺口有顯著差異。本研究結果可作為該醫學中心血液透析部門訂定行銷策略及提高病患滿意度之參考。

The purpose of this study is to discuss the relationship between chronic hemodialysis (HD) patient behavior and satisfaction with the dialysis center in Taichung Veterans General Hospital, and a comparison of their differences. This study, designed as a cross section, enrolled patients by using purposive sampling at a dialysis center. The questionnaire survey method was used to collect data on the chronic HD patients' behavior, satisfaction with the center and the demographics of the patients. Five major perspectives: medical care quality, equipment, service, environment, and welfare, were used to explore the HD patients' behavior and satisfaction. The result was the HD patients greatly consider ”medical care quality” and ”service”, instead of ”welfare”, ”equipment” and ”environment”. They were also satisfied in terms of ”service” and ”medical care quality”, instead of ”welfare”, ”environment” and ”equipment”. The major differences between patient satisfaction and patient behavior were ”medical care quality”, ”equipment” and ”environment”, followed by ”welfare” and ”service”. There were also significant differences in age, education, economic status, chaperon, and dialysis time. This study can provide HD center of Medical Institute reference for setting up their marketing strategy and increasing patient satisfaction.