病患照顧服務員滿意度調查

A Comparative Study on the Satisfaction of Nurse Aides for 2 Years in a Medical Center Hospital

本研究目的在比較南台灣某醫學中心照顧服務員人力外包以後，被照顧者於94年與95年之滿意度調查。研究工具為研究者自擬的結構式問卷，採Likert五分法計分，效度採內容及專家效度，以內外科住院患者或家屬為研究對象，94年與95年各回收有效問卷74份(95%)及50份(89.3%)。研究資料以Excel軟體建檔，並以SPSS軟體統計進行百分率、最大值、最小值、平均值、及Chi-Square Tests等統計分析。研究結果顯示：94年結果顯示，19題結構性問題的各項平均得分4.1分(滿意4分)，滿意度得分最低前三項：儀容端莊得體(27%)、服務主動且完整及上班偷懶打瞌睡(各23%)、服務口氣溫柔尊重病人及與病人或其親友保持良好溝通(21.6%)。95年結果顯示，平均得分4.22分，滿意度得分最低前三項：上班偷懶打瞌睡(24%)、服務主動且完整(22%)、協助病人做床上運動及不擅離職守會交待行蹤(18%)。本研究對護理工作之貢獻是：1.瞭解住院患者對照顧服務員人力外包滿意度兩年比較；2.發現住院患者及家屬對照顧服務員之需求，提供醫院管理部門參考；3.擬定相關行政管理策略，以達成勞資雙贏之局面；4.經由提昇照顧服務員人力外包之服務品質，進而達到創造出滿意的外部顧客。

The purpose of this study was to understand the Satisfaction of OutsourcingNurseAides for 2Years in a teaching hospital in the southern Taiwan. A 5 Liker scale-structure questionnaire wasdeveloped by content validity and internal consistency reliability. A total subject were attended inthis study was 74(95%)and 50(89.3%)in 2005 and 2006 years. The data were analyzed, usingdescriptive statistics.The results of this study were as follows: The average score were 4.1 and 4.22 in 2005 and2006. The three lowest score subjects were not in good performance(27%); inactive and sleep onduty (23%); impolite and poor communication (21.6%)in 2005.And the three lowest score subjectswere sleeping on duty(24%); being inactive(22%); helping patient range of movement on the bedand telling where to go in 2006(18%).The result of this study can provide: 1. understand the Satisfaction of Outsourcing NurseAides for 2 Years; 2. refference to the need of inpatients for hospital management; 3. accomplishingwin-win situation for labor and manager by using related strategic planning; 4. promoting satisfiedcustomers by making them satisfied first.