並列摘要

Objective: This study was designed to lead to an understanding of the factors influencing patient satisfaction in pain clinic at a medical center in southern Taiwan. Methods: The data was collected from July 1 to December 1, 2013 via a 12- item questionnaire that included 6 treatment-related and 6 environment-related items. Patients in a pain clinic who needed to receive a nerve block were randomly selected and asked to fill out the questionnaire. A statistical analysis with a multiple ordinal regression was used to describe and examine the factors that influence patient satisfaction. Results: A total of 96 patients completed this study. Among the 12 items in the questionnaire, staff follow-up, nurse attitude, and staff patience were among the highest 3 percentiles in the very strongly agree category [64/96(66.7%), 63/96(65.6%), 62/96(64.6%), respectively], which are all treatment-related satisfaction indices. On the other hand, waiting time and traffic were among the lowest 2 percentiles in the very strongly agree category [31/96(32.3%) and 41/96(42.7%), respectively], which are both environment-related satisfaction. Overall treatment-related satisfaction was higher than environment-related satisfaction. Visit frequency was the only significant predictor of treatment-related satisfaction. Meanwhile, marital status and visit frequency were significantly associated with environment-related satisfaction. In the multiple ordinal regression analysis, less frequent visits and poorer self-assessed health status were associated with lower satisfaction in both treatment-related satisfaction and environment-related satisfaction. Conclusion: This study showed that patients were generally satisfied with the pain clinic in terms of both treatment and environment and that treatment-related satisfaction was higher than environment-related satisfaction. We found that patient satisfaction was associated with visit frequency and self-assessed health status and that environmental factors should also be considered to improve quality of health care.

摘要 Summary

目的：本研究是要找出在台灣南部醫學中心的疼痛門診中，接受神經阻斷術病人的滿意度的因子分析。方法：於2013年7月1日至12月1日，隨機發放並收集治療與環境相關各6題的滿意度問卷給在疼痛門診需接受神經阻斷病人填寫。以統計和多重次序迴歸分析檢視影響病人滿意度的因子。結果：此研究總計96位病人回答。在問卷的12個項目裡，病人對於醫護人員後續聯絡，護理師態度及醫護人員耐心等有較高的滿意度，對等候時間和交通方便性最不滿意。整體上，病人對治療相關的滿意度較高。在治療相關的滿意度中，就診頻率是唯一達到統計意義的影響因子；在環境的滿意度中，婚姻狀況和就診頻率等影響因子皆具統計意義。根據多重次序迴歸分析的結果，較不常回診和自覺健康狀況較差的病人有較低的滿意度。結論：病人整體上在疼痛門診對醫護人員和環境感到滿意，而回診頻率與自覺健康狀況會影響病人滿意度，環境因子亦應考慮來改善醫療品質。