醫院附設產後護理之家產婦服務滿意度之探討－－關鍵構面之影響與實務改善建議

Key Factors of Influence on Postpartum Women’s Satisfaction With Hospital-Affiliated Postnatal Care Facility Services and Practical Recommendations for Improvement

背景：醫院附設產後護理之家因具備醫療資源與安全性而深受產婦青睞。然而，產婦的整體滿意度常受到多項「非醫療服務」構面的影響，相關構面之重要性仍需實證探討。
目的：探討醫院附設產後護理之家核心服務構面與整體滿意度之關聯，識別關鍵影響因子，並提出改善建議。
方法：採橫斷式設計，使用自編問卷，以方便取樣300名產婦進行調查。資料以階層多元迴歸進行分析，並輔以質性內容分析探討回饋意見。
結果：迴歸結果顯示，控制人口學變項後，「住房環境」（β= 0.46）、「照護服務」（β= 0.38）與「月子餐供應」（β= 0.34）三大構面可解釋98%的滿意度變異量。質性分析指出，高滿意度下存在設施便利性與醫病溝通等潛在問題；「月子餐供應」則因餐飲多樣性不足及與衛教內容落差，成為滿意度最低且分歧最大的構面。
結論／實務應用：產婦滿意度主要由服務體驗驅動。建議機構：（1）強化跨部門整合，弭平服務期望落差；（2）優化住房環境的便利性，並規劃加值課程；（3）發揮護理人員文化與科學照護的橋樑角色，以提升顧客滿意度與市場競爭力。

Background: Hospital-affiliated postpartum care centers are preferred by new mothers in Taiwan due to their medical resources and safety. However, overall maternal satisfaction is often influenced by“non-medical service”- related factors. These factors have yet to be adequately investigated empirically in the context of these centers.
Purpose: This study was designed to explore the relationship between core service dimensions and overall satisfaction at hospital-affiliated postpartum care centers, identify the key determinants of satisfaction, and provide recommendations for improvement.
Methods: A cross-sectional design was employed, and a self-developed questionnaire was administered to a convenience sample of 300 postpartum women. The collected data were analyzed using hierarchical multiple regression supplemented by a qualitative content analysis of the open-ended feedback.
Results: After controlling for demographic variables, the regression results indicated three dimensions, including“housing environment”(β= 0.46),“care services”(β= 0.38), and“postpartum meal provision”(β= 0.34), collectively explained 98% of the variance in overall satisfaction. The qualitative analysis revealed that, despite high overall satisfaction, potential issues existed regarding facility convenience and provider-patient communication.“Postpartum meal provision”was identified as the dimension with the lowest satisfaction and greatest divergence, attributable to insufficient meal diversity and discrepancies in health education content.
Conclusion/ Implications for Practice: Service experience is the primary driver of satisfaction in postpartum women staying at postpartum care centers. Based on the findings, institutions should: (1) strengthen inter-departmental integration to minimize service-expectation gaps; (2) optimize the convenience of the housing environment and introduce value-added courses; and (3) leverage the role of nursing staff as bridges between cultural and scientific care. These measures may be expected to enhance client satisfaction and market competitiveness.