私立精神專科醫院住院病患家屬滿意度之探討─以精神分裂症患者為例

Abstract

台灣精神醫療業亦如所有醫療業一樣，面臨健保局緊縮支付。醫療市場競爭激烈，如何提升品質迎向挑戰當為首要任務。本研究藉由精神分裂症患者之主要照顧者對醫院醫療服務品質之期望與績效評價之差異及其相互間之關係，去了解提升醫療服務品質之要項及優先次序。 本研究採橫段面問卷調查法並以PZB模式及PJHQ問卷為基礎，修改後發展成結構式問卷，內含四部份共46題三個構面。共發出問卷540份，有效問卷377份，回收率59.8%，問卷信度亦達0.98。以四十三項變項來衡量期望服務與知覺服務績效，並以敘述統計、單因子變異數分析(one-way ANOVA)等方法來分析住院病患家屬人口統計變項與期望服務及知覺服務績效間之差異。此外並利用迴歸相關分析（Regression Correlation）完整地探討期望服務、知覺服務績效、顧客整體滿意度之間的關係與建構顧客滿意度之模式並加以歸納提出相關之改善建議，供醫院管理者參考。 本研究發現部份的人口統計變數對知覺服務績效有顯著差異。期望服務與知覺服務績效產生顯著的直接關係，並進而對顧客整體滿意度產生間接關係。知覺服務績效對顧客整體滿意度產生顯著的直接關係。

Facing the cut down of National Health Insurance (NHI) and the increasingly competitive medical environment, psychiatric hospitals, the same as other hospitals, have viewed service quality improvement as the most important task. By studying the expection of service quality and the perceived service performance from schizophrenics’primary caregivers, this paper seeks to address some important factors of improving medical service quality and their priorities of such factors. All the data of this study were collected by structured questionnaires based on PZB Model and PJHQ Model。 the questionnaires including three measure dimensions（Constructure、Process、Outcome）and43 variables which are used to measure patients service expectation and perceived service performance.。 The study is to establish the inpatient satisfaction model. To analyze the difference attitudes to inpatient satisfaction among inpatient customers with various demographic characteristics,some statistics analysis techniques are adopted， including descriptive statistics,T-test,one-way ANOVA .Inaddition, Regression Correlation is applied to investigate the relationship between the service expectations,the perceived service performance,the patient satisfaction 。 The findings of the study indicate partial demographic characteristics bring significant difference in the perceived service performance.Moreover, the service expectations have a direct significant impact on the perceived serviceperformance,and perceived service performance implies a direct significant impact on patient ssatisfaction.