The Surgery On The Satisfaction Of Service Quality To The Hospitalized Patients And Their Families

• Main Authors: Hsu, Juiwen, 徐睿彣
• Other Authors: Kao, Chiachan
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/06755198280381336698

碩士 === 義守大學 === 管理學院管理碩士在職專班 === 100 === Purpose: Patient satisfaction is an indicator for the quality of medical services. The objective of this study was to understand personal characteristics and hospitalized experiences differences in quality of medical services among inpatients and their families. Methods: A cross-sectional questionnaire survey, the SERVQUAL model scale and personal characteristics and hospitalized experience questionnaires were used to collect the satisfaction in the following quality of services dimensions: physical environment, perceptions of physician services, perceptions of nursing services and an overall quality of services. SPSS (12.0 version) was use to analyze the date. Results: With regards to patient satisfaction for the quality of medical services: 1. Females were higher than males; 2. Patients with junior high and below educational level reported a higher score than the counterparties; 3. Residing in non-Kaohsiung area was higher than those in Kaohsiung area; 4. Medical patients reported higher scores on physical environment, perceptions of physician services and an overall than those in surgical or psychiatric ward. With the regards to the families’ satisfaction for the quality of medical services: 1. Males were higher than Females; 2. Income level in more than ＄20,001 was higher than those below ＄20,000; 3. Families of surgical ward reported higher than those in medical ward. Conclusion: Inpatients had the highest satisfaction for the perceptions of nursing services, and patients' families’ had the highest satisfaction for the perceptions of physician services. The patient satisfaction had a positive impact toward the quality of medical services, and all of the medical institutions will face the challenges, so it was important to improve the quality of medical service, make sure the competitive strength, and further, enhance the total service satisfaction.