病人經驗調查之國際趨勢與國內發展展望

Review of the international trend of patient experience surveys and perspectives on implementation in Taiwan

病人權益相關內容會隨著不同國家與不同的文化及社會價值觀而有所不同，在整個病人就醫權益監測的發展過程中，著重在於發展出一個完整的策略用來測量病人的經驗，以及需要決定什麼應該被測量和如何被測量。國際上相關調查其實涵蓋性非常廣泛，本篇僅針對病人經驗的幾個重要元素：可近性、治療費用、參與決策、醫病溝通與健保署所進行的調查進行對照。病人經驗調查的結果最終希望能夠提供主管機關不僅僅著重於可近性的改進、費用的控制、或醫療品質的提升，還能追求世界衛生組織關注的健康識能的議題，我國官署已進行類似調查15年之久，參照國外病人調查之趨勢，未來應依據我國健康照護體系的設計與內涵進行病人經驗資訊收集，相關結果較能建構民眾、醫事人員與政策制定者之公平觀感，而綜觀國內外就醫權益相關測量趨勢，更希望能將病人經驗資料轉化成改善效能、安全、與公平的政策內容，這才能呼應世界衛生組織對於健康照護體系的欲達成之目標。

The context of patient rights varies with the cultural and social values of different countries. The development of patient rights monitoring focuses on a holistic strategy for the measurement of patient experience and determination of the measurement factors. Similar surveys in other countries are quite comprehensive and cover wide ranging items. We selected several important dimensions associated with patient experience including accessibility, medical costs, decisionmaking, and communication. In addition, we compared these items with the National Health Insurance survey, which was launched 15 years ago. These outcomes not only control cost and improve accessibility and quality, but also pursue better in health literacy. From this review of the international trend of patient experience surveys, health authorities can systematically collect information specific to the health care system, and thereby establish a fair policy perspective. This information can translate into performance, safety, and equity in health policy, reflecting the aims of the World Health Organization health report.