本研究旨在探討骨科門診病人對所接受之骨科門診服務滿意度情形，並探討相關的影響因素O於氏國97年9月1日至97年11月30日以某區域醫院骨科門診病人進行調查，共301人O本研究以醫院硬體設備、服務時間、門診就醫流程、服務態度、醫療衛教資訊等五個構面來測量病人滿意度，以結構式問卷採一對一的方式對某區域醫院骨科門診病人進行調查O研究結果以描述性分析進行描述，並以t檢定、皮爾森積差相關及變異數分析資料O研究結果發現滿意度項目之排名依序為服務態度、醫院硬體設備、醫療衛教資訊、門診就醫流程、服務時間O而在滿意度之33個選項中發現，平均滿意度較高的為醫師看病態度、醫師傾聽病情、醫術(醫師專業能力及經驗)、護士服務態度、醫師對病情解說及藥物使用解說，以及志工人員服務態度等六項:平均滿意度較低的為等候看診時間、等候檢查時間、自付額、可供選擇門診診次時段及數量，以及預約掛號，告知病人到診時間等五項O而在變異數分析中，性別、看診時段、醫師診療時間、醫師看診總人數等四項有統計上顯著意義，男性的滿意度高於女性，夜間門診滿意度較下午門診高，大於等於6-10分鐘的滿意度較高，看診人數小於40位的滿意度高於60位的O本研究結果可作為未來改善骨科門診服務及提升病人滿意度之 依據，期能提供高品質醫療服務滿足病人的需求O

This study aimed to investigate the effecting factors of the service satisfaction level of the orthopedics outpatient. A total of 301 subjects completed the questionnaire from September to November， 2008. The questionnaire consisted of five aspects: hospital hardware equipment， service time， the procedure of doctor visiting， the service attitude， and the medical health education information. Data were analyzed by SPSS 10.0. All of the data were examined by the t-test， Pearson correlation， and ANOVA. The results showed that the service attitude was the most important factor in effecting patient's satisfaction level， followed by hospital hardware equipment， and the medical health education information， the procedure of seeing doctor， and service time respectively. Additionally， among the 33 questions in the questionnaire， the factors with higher satisfaction levels were ranked as follow: the attitude of the doctors， listening to the patient condition， doctor冶 medical skill (doctor's professional skill and experience)， the nurses' service attitude， physicians' explanations of illnesses and drugs， and the service attitude of the volunteers. On the other hand， the factors with lower level were waiting time of seeing the doctor， waiting time of the inspection， paying the self， time schedule and availability of doctor-visiting， as well as the carried forward call， and informing the time of seeing doctors. The ANOVA analysis showed statistical significances in gender， doctor冶time schedule， the doctor's consulting time， and the total amount of seeing patients. Moreover， male patients had higher satisfaction level compared with female patients. Night OPD showed higher satisfaction level than the afternoon OPD. 6-10 minutes of waiting time was most satisfied. A doctor with 40 patients or less per OPD had higher satisfaction level than doctors with 60 patients. The results of the study could be the reference data in improving and promoting the level of service satisfaction of orthopedics outpatients in the future. The results hope to provide high quality medical care to meet the needs of patients.