| Summary: | 碩士 === 國防醫學院 === 公共衛生學研究所 === 104 === Objective: The study is focused on improving OPD patient satisfactory through the pre-reconstruction period, reconstruction period and post- reconstruction period of medical laboratory counter. To find the relevant unsatisfactory causes, then reeducate the medical staffs and do the process improvement. This Survey is for reducing the patient waiting time of blood drawing and improving the patient satisfaction of lab counter service.
Methods:The study is based on Quasi-experimental research designs and purposive sampling. The questionnaires was collected from patient who ever get through the pre- reconstruction, reconstruction and post- reconstruction phases of medical laboratory counter. Pre-reconstruction period331 surveys; reconstruction period: 185 surveys; Post-reconstruction period 220 surveys. All surveys was established through Microsoft excel and analyzed by SPSS 20.0 software.
Result:We discuss the discrepancy of vary situation which might cause different satisfaction. The questionnaire results demonstrate: the under-reconstruction period satisfaction is higher than pre-reconstruction period, which includes: the patient waiting time, satisfaction to medical staff, comfort of blood collection chair, height of blood collection counter and comfort of waiting chair. The referral patient has higher satisfaction to phlebotomists and collecting sample staffs. There are higher satisfactions of phlebotomy skills and profession, the explanations after collecting the blood, the waiting time to the new patient. Otherwise, the reasonable waiting time to the pretest result is shortening than 10 minutes, under reconstruction and post-reconstruction results are between 11-20 minutes. And the reasonable hand-out sample time in pre-reconstruction period, reconstruction period and post-reconstruction period are shorten than 5 minutes, it can be seen normally patients who have lower patient for waiting.
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