HCAHPS病人住院經驗調查結果初探

Preliminary Findings of HCAHPS Inpatient Experience Survey

目的：了解病人接受醫療照護服務之經驗，作為醫院持續改善服務品質之重要依據。材料與方法：採用AHRQ （Agency for Healthcare Research and Quality）發展的HCAHPS（Hospital Consumer Assessment of Healthcare Providers and Systems）病人經驗調查表（中文版），年度至少完成300份有效問卷。依Likert Scale四分法計算「線性平均指標」，評估病人於醫院接受的醫療照護品質。結果：回收有效問卷702份。病人對「離院照護」向度、「使用廁所或床上尿便盆能及時得到協助」細項的評價最低，這些項目應列入優先改善的重點項目。結論：將病人住院經驗調查列入例行性調查項目，其結果即時回饋予相關部門，定期追蹤及評估改善成效，並輔以訪談少數病人進行質性分析，以了解病人接受醫療照護服務之經驗。 Objective: In order to understand the inpatient experience of receiving medical care, as an important basis for the hospital to provide continuous improvement of the quality of service. Materials and methods: At least 300 questionnaires was sampled annually using the ＂Hospital Consumer Assessment of Healthcare Providers and Systems; HCAHPS＂ from the Agency for Healthcare Research and Quality. The indicators were calculated according to the 4 Likert Scale to assess the quality of medical care received by the inpatients in the hospital. Results: 702 valid questionnaires were collected. Patients were most dissatisfied with ＂When you left the hospital＂ and ＂get help in getting to the bathroom or in using a bedpan as soon as you wanted＂. These items should be included in priority issues for improvement. Conclusion: The HCAHPS inpatient Experience Survey was included in the routine survey. The results were immediately feedback to the relevant departments, and the results were tracked and evaluated. The patients will interview for qualitative analysis to understand the experience of inpatients in medical care.

Objective: In order to understand the inpatient experience of receiving medical care, as an important basis for the hospital to provide continuous improvement of the quality of service. Materials and methods: At least 300 questionnaires was sampled annually using the ＂Hospital Consumer Assessment of Healthcare Providers and Systems; HCAHPS＂ from the Agency for Healthcare Research and Quality. The indicators were calculated according to the 4 Likert Scale to assess the quality of medical care received by the inpatients in the hospital. Results: 702 valid questionnaires were collected. Patients were most dissatisfied with ＂When you left the hospital＂ and ＂get help in getting to the bathroom or in using a bedpan as soon as you wanted＂. These items should be included in priority issues for improvement. Conclusion: The HCAHPS inpatient Experience Survey was included in the routine survey. The results were immediately feedback to the relevant departments, and the results were tracked and evaluated. The patients will interview for qualitative analysis to understand the experience of inpatients in medical care.