探討醫學中心中醫門診病人滿意度影響因素

What Influences Chinese Medicine Outpatient Satisfaction in Medical Center

目的：中醫具有其特殊性，且中醫病人對於滿意度的衡量是否因對治療的期待與西醫門診病人不同而有差異。本研究探討中醫門診病人滿意度影響因素。
方法：本研究以期望失驗理論(Expectancy Disconfirmation Theory, EDT)的概念架構進行，採半結構式深度訪談法，並將訪談結果與中醫部門診病人滿意度問卷調查結果進行比較。結果：共訪談10位門診病人，彙整影響中醫門診病人滿意度的因素為：親切（就醫過程的互動是溫馨、愉悅及舒服的）、尊重（沒有醫護間專業知識差距所帶來的疏離感，醫師看診互動中展現人性以及對於病人主訴病況的回應）、耐心（治療過程中，醫護人員對治療過程展現的專注）、專業（指中醫門診所提供的醫療處方或處置可以緩解症狀的程度與速度）、信任（就醫病人對於可以坦白表達自我感受並且得到醫師正面回應的感受）、隱私（指就醫過程中個人有關的訊息是否感覺被保護無法輕易被他人取得或窺視）、花費（指對整體就醫貨幣代價感受）。並以『對本院門診服務的整體感覺』得分，分為「非常滿意」與「低於非常滿意」兩組，上述影響因素之題答結果，皆達統計上顯著差異(p<0.01)，另於問卷中，中醫門診病人針對領藥等候時間具有兩組滿意度給分之顯著差異。
結論：中醫門診病人對於中醫部門醫護人員的親切度、中醫團隊耐心傾聽其主訴病徵、尊重其感受、醫病信任感的建立多為滿意，且對中醫就醫花費具正向主觀感受，另中醫部門診病人對護理人員的期待、中醫就醫花費、隱私、等候時間為本研究建議提升中醫部門診病人滿意度的須關注的重點。

Objectives：Traditional Chinese medicine (TCM) possesses its unique characteristics, and whether the measurement of patient satisfaction among TCM patients differs due to their expectations for treatment compared to Western medicine patients is a matter of inquiry. This study investigates the factors influencing patient satisfaction in outpatient settings.
Methods：This study adopts the conceptual framework of Expectancy Disconfirmation Theory and employs a semi-structured in-depth interview method. Furthermore, it compares the findings with the outpatient patient satisfaction survey.
Results：Ten outpatients were interviewed; the factors affecting their satisfaction were Chin- Chieh (The interactions with medical staffs are warm, pleasant, and unpressured), Respect (medical staffs shows their humanity in responding patients' requests), Patience (The degree to which medical staffs show interest, and attention to treatment process), Professionalism (The speed to which the clinical skills of physicians are directed toward alleviating symptoms), Trust (Medical staffs show their attention to treatments details and dedication in responding patients' feelings), Privacy (The right to keep patients' personal matters and relationships secret), and Cost (Referring to the overall perceived monetary cost of medical care). Based on their overall opinions regarding the hospital's outpatient service, the patients were divided into two groups: highly-satisfaction and non-highly-satisfaction groups. Differences between two groups related to the factors were statistically significant (p < 0.01). The waiting time for medication pickup shows significant difference with two distinct groups as well.
Conclusion：TCM outpatient patients generally express satisfaction with the warmth of TCM department healthcare personnel, the attentive listening to their symptoms and complaints by the TCM team, the respect shown towards their feelings, and the establishment of trust in the doctor-patient relationship. Moreover, they hold a positive subjective perception regarding the cost of TCM healthcare. On the other hand, areas that require attention and improvement for enhancing TCM department outpatient patient satisfaction include their expectations of nursing staff, healthcare expenses in TCM treatment, privacy, and waiting times.