中部某兒童醫院病患陪診者之門診滿意度評估──以PZB模式與重要性績效分析IPA方法進行分析

Assessment of the Satisfaction of Patient Companions at a Children’s Hospital in Central Taiwan Using the Parasuraman-Zeithaml-Berry and Importance-Performance Analysis Models

目的
本研究針對中部某兒童醫院病患陪診者之門診滿意度進行分析，應用PZB模式（Parasuraman, Zeithaml and Berry）與重要性績效分析（Important Performance Analysis, IPA）評估兒童病患陪診者對醫療服務的實際感知與期望之缺口。兒童因無法獨自就診且清楚表達病情，因此陪診者對醫療服務的信賴與評價對兒童醫療服務品質的提升極為重要。本研究對陪診者以問卷形式分析其對「兒童門診」之滿意度評估，希能以此結果對相關醫療院所之兒童門診改進有正向作用。
方法
本研究問卷內容以PZB模式為基礎，設計兒童病患陪診者對醫院期望與滿意度之問題。發放問卷回收後，以重要性績效分析應用（IPA）評估兒童病患陪診者對醫療服務的實際感知與期望之缺口，探討期望與感受間之落差程度。
結果
分析結果顯示，期望程度與滿意程度間有多數項目存在顯著落差，反應陪診者在滿意度仍有提升空間。另外，滿意度在性別與收入之變項無顯著差異，但年齡與教育層面上存在顯著差異，而在病患同理心構面之項目，是兒童醫院需優先改善之處。
結論
本研究利用統計方法揭示陪診者對醫療服務細節的真實需求，研究結果不僅有助於醫療機構在兒童門診上進行服務品質的改善，也可供兒童門診未來在服務設計與資源配置上之參考，作為優化服務體驗與擬定未來改善之策略，讓我國面臨少子化的同時，能讓兒童有更貼切其需求的醫療服務。

Purposes
In this study, we analyzed the satisfaction of outpatient companions at a children’s hospital in central Taiwan. By applying the Parasuraman-Zeithaml-Berry (PZB) service quality and importance-performance analysis (IPA) models, we assessed the discrepancy between the actual perception of companions and their expectations of medical services. Given that children cannot attend appointments independently or clearly communicate their conditions, the trust and evaluation of medical services by their companions are essential for improving the quality of healthcare. We accordingly sought to provide insights that could contribute to such improvements in pediatric outpatient care.
Methods
A questionnaire was designed based on the PZB model, focusing on the expectations of companions and their satisfaction with hospital services. The submitted responses were analyzed using the IPA model to identify discrepancies between perceived service and expectations, highlighting areas in which experiences fell short of expectations.
Results
Our analyses indicated substantial differences between expected and actual satisfaction and enabled us to identify opportunities for improving companion satisfaction. Although we found no significant differences in satisfaction levels with respect to sex or income, significant differences with respect to age and education were found. Items associated with patient empathy were identified as having the highest priority for improvement in the children’s hospital.
Conclusions
Based on our statistical analysis, we revealed the specific needs of companions regarding medical service details. These findings can contribute to enhancing the quality of service in pediatric outpatient care and provide a reference for future service design and resource allocation. This approach can also facilitate the optimization of service experiences and guide improvement strategies, ensuring that, even as Taiwan faces a declining birth rate, children receive medical care that better meets their needs.