病患對單人病房醫療服務的期望與滿意度及相關因素之探討

Evalucation and Analysisi of Expectation and Satisfaction to Medical Care for Single Room Ward Patients

本文旨在探討住單人病房病患於住院中對醫療服務的期望和滿意度及其相關因素，以中部某醫學中心單人病房為調查對象,共收回有效問卷186份，將病患的期望和實際滿意程度及其影響因素作相關及交叉分析，結果顯示:1.病患住單人病房最主要的原因是因有較好的隱密性及安寧的環境。2.期望程度最高的是醫師應給予清楚的病情解說及良好的處置和護理人員應有親切的服務態度。3.平均滿意程度是4.16分，偏於較好的滿意度，滿意程度最高的是護理人員親切的服務態度和護理人員有良好的專業知識及技術。4.期望和實際滿意程度差異最多的是室內浴廁之清潔與營養師能主動探視。5.不同年齡、性別和職業病患，在期望和滿意程度上有顯著的差異。建議各醫院應定期實施病患滿意度監測，以達到永續經營的目標。

The purpose of this study was to evaluate and analyze the expectation, satisfaction and related factors to medical care for single room inward patient. A questionnaire was designed to evaluate the patients' suggestions and randomly sent to every single room ward patients who were willing to accept the inquiry in a certain medical center in central Taiwan. 186 questionnaires were effective. The expectation, actual satisfaction and other related factors were cross-analyzed. Several conclusions were made. First, the main reasons to accommodate for a more expensive single room ward was better privacy and calm environment. Second, the highest expectation was a better explanation of medical illness and better medical regimen from physicians. Also patients wanted better and friendlier attitude from nursing staffs. Third, the average degree of satisfaction was 4.16 score, a better satisfaction, mainly for a friendly attitude and better professional knowledge and technique. The major difference between expectation and actual satisfaction was to toilet cleansing and the dietician's active participation. Further the differences between expectation and actual satisfaction were larger if differences, among age, sex and occupation were larger.