The relationships between patients’ experiences and royalty with inpatient services: The case of a regional hospital in Pingtung.

• Main Authors: Yi-Tien Lee, 李宜恬
• Other Authors: I-Chen Lee
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/v6hb5w

碩士 === 高雄醫學大學 === 醫務管理暨醫療資訊學系碩士班 === 103 === Purpose:The purpose of this study is to discuss the relationships between patients’ experiences and royalty with inpatient services. First, Our study used the questionnaires filled in by the inpatients with hospital survice in order to understand the distribution of patients’ experiences and royalty, then investigates the differences in the demographics on patients’ experiences and royalty, and associated influential factors. Method:Our study used the inpatients’ experience questionnaires develop by Kaiping Yao et al. (2010) to investigate patients’ perception of care. ‘Doctor care’, ‘Nurse care’, ‘Physician-patient interactions’, ‘Respect’, ‘Social and psychological support’, ‘Hospital environment’ and integrated evaluation questions to measure inpatients’ experience. ‘Positive comments’, ‘Willing re-visiting’ and ‘Willing recommendation’ questions to measure patients’ royalty. Result:This study focuses on the inpatients of a regional hospital in Pingtung, 361 questionnaires were distributed and 361 valid questionnaires were collected. The result of the study hospital is similar to nationwide study. Among the sites, ‘physician-patient interactions’ in the inpatients’ experience is the fields where the subjects have shown the best performances, and ‘hospital environment’ is shown the poorest performances. Result also find the inpatient with elder and higher education, have the higher levels of patients’ perception of care and loyalty, but inpatients’ demographics not the significant predictors to royalty. As a result of our regression analysis show that after controlling demography, find the ‘Doctor care’, ‘Social and psychological support’, ‘Hospital environment’ and ‘overall rating’ are the significant predictors to royalty. Discussion and suggestion:The results of Study confirm ‘Doctor care’, ‘Social and psychological support’, ‘Hospital environment’ and ‘overall rating’ are the significant predictors to royalty. Therefore, we suggest that hospital administrators should improve the problem of human resource allocation, physician-patient relationship training and hospital environment convenience.