| Summary: | 碩士 === 國立中山大學 === 高階經營碩士班 === 104 === For medical industry purposes, patient satisfaction can patient-reported satisfaction toward the services of primary clinics, with special focus on orthopedic patients. Questionnaire are issued to orthopedic patients of a target orthopedic clinic. Through comparison of various physician satisfaction factors, we hope to identify the critical clinic patient satisfaction factors. The results are expected to provide primary health care institutions with directions for their business strategy planning.
Patient satisfaction in recent years has developed into a multifaceted structure. For medical service quality evaluation and research methods, we follow the satisfaction model proposed by Donabedian (1988) and focus on three facets, namely process, structure, and outcome.
We report the result of orthopedic medical care satisfaction factors by employing average values and paired sample T test. In the structure facet, the top five factors of patient satisfaction are medical equipment, medicine physician, clean environment, rehabilitation equipment, and rehabilitation division rehabilitation technology, whereas clinic appearance and acquaintance of clinics people are among the lowest patient satisfaction. In the process facet, the top five factors of patient satisfaction are the detailed explanation of patients’ condition, well interaction with the physician on the discussion of patients’ disease, physician’s attention on patients, supply of all possible medical examinations or tests, and detailed explanation of treatment, medication, and rehabilitation purposes, while rehabilitation waiting time and outpatient waiting time top the list of dissatisfaction factors. In the outcome facet, the top five satisfaction factors are pain relief after rehabilitation, symptom reduction after treatment, muscle strength improvement after rehabilitation, limb and joint activities improvement after rehabilitation, and convenience of medical care and counseling, with medical expenses and rehabilitation costs being the two lowest satisfaction factors.
This research also conduct independent sample T test and analysis of variance to compare the dependence between demographic variables/background of patients and medical care satisfaction factors. We find that in the structure facet, gender, age, marital status, education level, household income, first or second visit, medical sources, transportation, and travel time have significant differences. In the process facet, age, marital status, education level, occupation, household income, transportation, travel time, these questionnaire items have significant differences. Finally, in the outcome facet, occupation, background, and transportation have significant differences.
|
|---|
