醫療機構提供之志工服務與就醫民眾期待之差異

The Gap between the Volunteer Service Provided by Medical Institutions and Patients' Expectations

目的：針對各志工服務項目之重要性及滿意度探討就醫者與志工之認定是否一致。方法：採問卷調查法，針對某醫院之就醫者及志工，先作問卷之信效度分析並對該醫院志工及就醫者發出問卷，獲136份志工及198份就醫者之有效問卷。再以統計軟體作描述性統計、t檢定、Pearson積差相關、Kendall與Spearman等級相關分析。結果：在某些服務項目上之重要性及滿意度，志工與就醫者認定存在顯著差異。但就醫者與志工對服務項目上之重要性及滿意度均呈現頗高且顯著之正相關。結論：志士須檢視這些有顯著差異之服務項目並設法彌補，以提高就醫者之滿意度旦建立良好之口碑。

Purpose. The purpose of this study was to explore gaps in points of view between volunteers and patients with regard to the importance they place on service items and satisfaction with them. Methods. We used questionnaires to collect data from volunteers and patients. After determining reliability and validity of the questionnaire, we effectively administered the surveys to 136 volunteers and 198 patients. Data were analyzed descriptively and then tested using t-test, Pearson product-moment correlation, Kendall and Spearman rank correlations. Results. The volunteers and patients differed significantly in their ratings of importance and satisfaction in some service items though correlation coefficients were positive, significant and strong. Conclusion. Volunteers may want to consider significant gaps and reduce them in an effort to improve patients' satisfaction and enhance hospital reputation.