利用非藥物方式增加病患滿意度之研究 -以術後病患自控式止痛為例

Abstract

在服務業當中，醫療服務是與所有的民眾息息相關，而醫療服務可分為醫療專業技術及附屬服務。近年來，各大醫療院所除努力在醫療專業上的精進之外，也希望在醫病互動、環境、作業流程上能有更好的水準，以期讓病患在接受醫療服務時能有更高的滿意度。 本研究以兩個單純的醫療服務-病患自控式止痛服務、無痛分娩-為研究對象，主要研究在『病患自控式止痛服務』當中，增加主治醫師解釋相關副作用等資訊，以及增加主治醫師每日訪視，觀察病患對於『病患自控式止痛服務』的滿意度差異，藉此瞭解民眾對於醫療服務的預期，以便在服務設計上將資源做最適當的調配。結果發現，在病患自控式止痛服務當中，『止痛效果』才是影響滿意度的關鍵因素，互動品質(解釋與訪視)則無顯著影響。 研究認為，醫療服務為一高度專業的服務產業，其顧客對『結果品質』有非常高度的需求與預期，如果在資源有限的情況下，將資源投注在醫療的核心(治療的結果)上方能讓病患得到較滿意的結果。

Among service industry, medical services are closely linked with all the people, and medical services can be divided into medical expertise and supportive services. In recent years, the major hospitals in addition to sophisticated medical professional, but also want doctor-patient interaction, physical environment, operation process to have a better standard to allow patients to receive medical services with more satisfaction. In this study, two simple medical services - patient controlled analgesia service, pain-less labor - are the research objects. The main research in the PCA services are increase the physician explains all information related to PCA such as side effects and increase the main Attending physician visits every day to observe the difference in the degree of satisfaction to learn about the people expectation with these medical services. It was found that among patients with PCA services, analgesic effect is the key factor, and interaction quality (explanation and visit) has no significant effect. Studies suggest that health care is a highly professional service, its customers have a very high quality requirements and expectations on outcome quality. If in the case of limited resources, medical resources to put on the core service(the result of treatment) wound let the patients receive more satisfactory results.