以癌症多專科聯合門診診療服務品質探討癌症病人需求

Patient Demandsand the Service Quality of Multi-Disciplinarily Integrated Outpatient Clinics for Cancer

目的：本研究藉由癌症多專科聯合門診診療服務品質之調查來探討癌症病人需求，做為改善診療服務品質的方向。方法：以台南某醫學中心為樣本醫院，採橫斷式研究，利用衛生福利部提供的病人對醫院癌症照護服務滿意度問卷加以修正，自104年7月20日起於癌症多專科聯合門診區進行為期2週的便利性取樣，樣本數共184份。結果：（1）病患最滿意的是與醫師討論時受到尊重的態度，對於等候看診時間、等候檢查時間、個案管理師的協助最不滿意。高達53.26％的病患皆未曾使用過營養門診服務，44.02％的病患未曾使用過癌症資源中心服務內容。（2）教育程度愈高，職業白領級以上，經濟狀況小康以上、候診時間愈長、不知道有個案管理師服務的病患對整體癌症照護服務較不滿意。（3）病患對於個案管理師、營養門診、癌症資源服務中心等提供的功能資訊嚴重不足，也是病患最需要協助之處。結論：瞭解病患的不滿意處，作為改善服務品質的指引，方能提供符合病患需求的照護服務。

Purposes: This study examined patient demands with respect to the service quality of multidisciplinarily integrated outpatient clinics for cancer. Methods: The study adopted a cross-sectional design and sampled patients from a medical center in Tainan. A two-week survey was conducted from July 20, 2015, in the multi-disciplinarily integrated outpatient clinics for cancer through convenience sampling. Patients also responded to a revised questionnaire regarding their satisfaction with cancer care services originally provided by the Ministry of Health and Welfare in the hospital. A total of 184 patients responded to the survey. Results: 1. Patients were mostly satisfied with their doctors’ respectful attitude during discussions; they were mostly unsatisfied with the wait time at the clinics before examinations as well as the assistance from case managers. Up to 53.26% of patients never visited the nutrition clinic, while 44.02% of patients never used the services at the cancer resource center. 2. Patients with higher education level, white-collar jobs (or better), and middle-class income (or higher) were more unsatisfied with the overall cancer care service; patients who experienced longer wait times and did not know their case managers reacted unpleasantly as well. 3. Patients were relatively unsure of the purpose served by case managers, nutrition clinics, and the cancer resource center, and need assistance to understand the functions served by these resources. Conclusions: This study summarized the services patients are unsatisfied with and provided future directions for improving service quality and providing patients with better cancer care.