以顧客導向探討腹膜透析衛教服務品質

Customer-Oriented Research on Service Quality of Health Education Regarding Peritoneal Dialysis

本研究主要探討腹膜透析病患及護理師對衛教之重視度及病患滿意度，找出服務缺口，且由雙方基本屬性資料預測感染發生率及重視度，以降低異常率，提高醫療品質。內容以問卷調查方式，取得病患247份及護理師67份資料，經SPSS/10.0版進行統計分析。研究結果：（一）病患與護理師之重視度：以「有形性」構面得分最低。（二）病患重視度與滿意度：結果為中高度正相關。（三）病患及護理師之基本屬性與五大構面預測重視度：病患部分以主要衛教學習者、接受腹膜透析前曾有過的透析經驗及腹膜炎發生次數三項，而護理師以教育程度一項，可作為往後預測對衛教重視度的解釋能力。藉由本研究結果提供臨床腹膜透析護理師，於衛教服務品質評值及改善之參考，以提昇透析病患之健康照護滿意度。

In this prospective study, we attempted: (1) to investigate the correlation between patients' and nurses' degrees of attention, (2) to examine the correlation between patients' degrees of attention and satisfaction, and (3) to determine the clinical predictors of future peritonitis. Questionnaires obtained from 247 patients and 67 nurses were analyzed and compared via SPSS (ver/10.0) software. At the end of the study, we found that: (1) the ”tangibility” parameter had the lowest score in terms of patient and nurse considerations, (2) a positive correlation was noted between the degree of patient attention and satisfaction and, (3) for patients being primary learners, previous peritoneal dialysis experience and the past history of peritonitis were significant predictors of future peritonitis. For nurses, educational background is also a predictor for patients' future peritonitis. In conclusion, the data is highly beneficial in regard to peritoneal dialysis nurses improving the quality of patient education and level of satisfaction.