一般內科門診病人就醫經驗調查-新設醫院的經驗

Patient Survey in General Medicine Outpatients Clinic - Experience of a New Hospital

背景與目的：病人的觀點對新醫院的運作特別重要，瞭解病人來源、看診時段、交通方式及對新醫院之看法進行調整，將有助於醫院門診服務的發展。材料與方法：2018 年3 至4 月在一般內科門診，採不記名自填方式進行調查，共253 位完成問卷，利用卡方及羅吉斯迴歸分析與看診時段、交通方式及複診患者相關聯之人口特質與相關因素。結果：整體參與調查病人有71.3% 超過40 歲，夜診病人中有44.9% 小於40 歲，比早診（19.8%）及午診（26.3%）高；夜診當中初診病人占率為34.7%，亦高於早診（25.9%）及午診（17.9%）。病人交通工具以機車（44.3%）及轎車（28.9%）為主，使用醫院接駁車者只有15.61%。病人到醫院就診原因主要為離家近（60.5%）、追隨醫師或親友介紹（30.8%）；醫師醫術好（41.5%）與服務親切（43.9%）是初複診病患持續一般內科就診的原因。醫護人員的親切、耐心、與環境的清潔是病人感受的醫院優點；然病人對於門診動線與標示、掛號收費系統及候診時間過長亦提出建言。結論：夜診對年輕病人是重要的，機車及轎車是病人主要交通工具，代表更多公車與接駁車有其必要性，而醫術好、醫護人員親切及耐心是病人持續就診的原因，持續改善 就診流程與環境，是醫院服務量持續擴大的基石。

 

Background and purpose: Patient’s perception is crucial for hospital running, especially for a new hospital. This survey was to investigate issues such as the source of patients, time section of visiting, the transport mode of patients, and the merit/demerit of a new hospital. Materials and Methods: An innominate self-filled questionnaires survey was conducted at out-patient department (OPD) of general medicine (GM) clinics during 3/2018 to 4/2018. There were 253 out-patients return questionnaires. The descriptive analysis, Chi-square test and logistic regression were used to analyze the source of patients, demographic characteristics of participants among different time section of visiting, transportation way to hospital, and return visit at GM for clinical care. Results: The 71.3% participants were older than 40 years old. The proportion of <40 years old participants at night clinic (44.9%) was higher than in the morning (19.8%) and afternoon (26.3%) clinics. The percentage of participants with first visit to hospital and GM was higher at night (34.7%) than in the morning (25.9%) and afternoon (17.9%) clinic. Motor cycle (44.3%) and private car (28.9%) were the main transport modes, only 15.61% participants used shuttle bus. The main reasons of patients to visit hospital were attributed to hospital close to home (60.5%), follow original physician to hospital (30.8%) or recommendation of friends and relatives (29.2%). Superior medical skills and good service attitude were the two significant factors to attract and maintain participants to first visit and revisit GM clinic for care. (P<0.05) The kindness and patience of medical staffs and new & clean environment were the perceived quality of hospital. However, the pathway and signs (5.1%), speed of register/pay out/check out system (5.1%), and length of waiting time (4.7%) need to be strenghthened. Conclusions: Night clinic was important and necessary for young patients. The motorcycle and private car as the primary transport mode indicated that more public transportation and shuttle buses were needed for patients. The superior medical skills and good service attitude were the main reasons for patients to visit OPD. The persist improvement of service pathway and environment was the cornerstone of progressive increase in service volume.