影響門診病患就醫忠誠度之相關因素探討

Study on the related factors on medical loyalty of outpatients

本研究之目的為：（1）瞭解門診病患對醫院之忠誠度。（2）分析門診病患其就醫忠誠度之影響因素。研究以彰化縣某區域教學醫院門診候診病患為對象進行橫斷面調查，收得502名有效樣本進行分析。以自擬式結構問卷進行病患人口學特質、就醫情形與就醫忠誠度之資料收集，問卷之效度採專家內容效度，CVI值介於80%-100%，信度則採內容一致性檢測（Cronbach’α），α介於.9354-.9444。以SPSS 12.0統計軟體進行分析，結果顯示：（1）門診病患其就醫忠誠度的情形為：願意再次選擇本院就診的病患有484人（96.4%），願意推薦親友來本院就診的病患為472人（94.0%）。（2）整體以病人為中心的照護感受可以有效預測病患會不會再次選擇至本院就診。（3）「對醫師的信任程度」、「整體以病人為中心的照護感受」二變項可以有效預測病患會不會推薦親友來本院就診。本研究結果發現，醫院提供給病患的照護感受是影響病人就醫忠誠度之重要因素，故醫院未來可加強醫護人員對病人的關懷、資訊分享及參與，以便提昇病人滿意度，進而維持或提昇就醫忠誠度。

The purposes of this study were: (1) understand the loyalty of outpatient towards hospital, (2) analyze the related factors with medical loyalty of outpatient. A cross sectional survey is conducted and 502 subjects for analyzed of a regional hospital in ChangHua county. A self designed questionnaire was used and it concluded demographic variables, medical utilization, and medical loyalty. Content validity and internal reliability are done. CVI between 80%-100%, and Cronbach’s α between .9354-.9444. Statistical analysis are done using SPSS version 12.0. The results showed: (1) 484 subjects (96.4%) chose “willing go to outpatient service with the same hospital again”, and 472 subjects (94.0%) chose “willing recommendation relatives and friends to this hospital’s outpatient service” of outpatient's loyalty. (2) the perception of patientcentered care could be an important predictor that patient go to outpatient service with the same hospital again. (3) the “trust level of doctor” and “perception of patientcentered care” could be an important predictor that patient recommendation relatives and friends to this hospital’s outpatient service. This paper found “the perception of patient centered care” was an important factor to medical loyalty of outpatient. We suggest hospital manager can promote health team providing caring, information sharing, and participation to improve patient satisfaction. Furthermore, we can maintain and promote patients’ medical loyalty.