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題名：門診醫療滿意度量表之建構
書刊名：顧客滿意學刊
作者：林宏茂／趙正敏 引用關係／古雅婷／鄭博文 引用關係
作者(外文)：Lin, Hong-mau／Chao, Cheng-min／Gu, Ya-ting／Cheng, Bor-wen
出版日期：2013
卷期：9:2
頁次：頁159-187
主題關鍵詞：醫療滿意度；病患滿意度；驗證性因素分析；醫療品質；Medical satisfaction；Patient satisfaction；Confirmatory factor analysis
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(8) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:8
  • 共同引用共同引用:79
  • 點閱點閱:187
在醫療品質評估方面，結果測量已漸漸成為用來調查門診醫療滿意度的重要工具。本研究主要目的旨在建構有效且實用之門診醫療滿意度量表，希望提供醫療院所作爲瞭解病患醫療服務滿意度之依據。本研究參酌 Donabedian(1980; 1988)所提出之「結構面、過程面、結果面」模式、「臺灣 醫療照護品質指標系統(THIS)」與「健康促進醫院」等相關研究文獻，研擬 初步的「門診醫療滿意度量表構面」，包括：「醫療過程」、「服務態度」、 「等候時間」、「環境設施」、「服務結果」、「就醫安全」、「健康促進」 等七個變數爲調查方向，經分析結果得到28個指標變項。此外，本研究以中 部某區域教學醫院門診病患爲滿意度調查對象，共發出1500份，回收有效問 卷1221份，有效問卷回收率爲81.4%，並以LISREL進行統計資料分析與驗 證，分析結果得到良好的信度與效度。最後，本研究對醫院與後續研究提出 如何運用本研究所建構之量表來提昇醫療門診滿意度方式之建議。
Outcome measures of outpatient satisfaction are increasingly accepted as integral components of overall health care quality assessments. The primary purpose of this study was to develop a comprehensive model and instrument for measuring outpatients’ satisfaction with medical services. The results were expected to provide a reference for hospitals to understand patient satisfaction with health care. For this study, we reviewed literature related to the structure, process, and outcome framework developed by Donabedian (1980; 1988), the Taiwan Healthcare Indicator Series (THIS),and the Health Promoting Hospital. We established 7 facility dimensions of outpatient satisfaction, that is, treatment process, service attitude, waiting time, environment, service outcome, treatment safety, and health promotion. After analysis, 28 variables were obtained. In addition, the participants of this study were patients of a regional medical teaching hospital in central Taiwan. From 1500 distributed questionnaires, 1221 were responded, yielding a response rate of 81.4%. We employed LISREL for statistical analys is and testing; the results verified the reliability and validity of the proposed model. This study provides a reference for hospitals and future research on how to improve outpatient satisfaction based on our research model.
期刊論文
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學位論文
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圖書
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圖書論文
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