目的：醫療院所已經邁入全面競爭的趨勢，醫院必須瞭解顧客的需求，才能得到顧客的肯定與認同，進而提升整體的滿意度。本研究嘗試以不合格率品質管制圖的方式進行住院滿意度分析，期待能為醫院找出滿意度不佳的主要項目，並據此提出具體可行之建議。方法：本研究為橫斷式研究法，以自擬式問卷進行住院滿意度調查。以新竹某區域教學醫院住院病人及家屬為研究對象，分年中和年末兩階段進行滿意度調查。兩次調查各發出200份問卷，回收200份問卷，有效回收率皆為100%。問卷回收後以描述性統計、不合格率管制圖等方法進行統計分析。結果：年中住院整體滿意度為87.7%，各構面滿意度為手術安全95.5%、就醫過程93.4%、服務態度92.5%、等候時間81.4%、營養膳食80.8%、醫院環境設施79.3%。年末住院整體滿意度為90.2%，各構面滿意度為就醫過程94.4%、手術安全93.3%、服務態度93.0%、等候時間85.4%、營養膳食82.8%、醫院環境設施81.2%。比較兩次結果後發現，營養膳食構面及醫院環境設施構面在兩次的整體滿意度相對較低，列為主要改善的目標。結論：為提升病患及家屬的滿意度，本研究建議醫院可參考病患或家屬的滿意度結果及具體建議，據此作為未來改善的方針。

Objective: This study aimed to investigate inpatient’s satisfaction in a teaching hospital in HsinChu, looking forward to identify key factors of the poor satisfaction, Substandard quality control chart (p- chart) is used to compare two–stage satisfaction of inpatients. Feasible proposals are subjected according to the investigation results. Methods: The investigation was conducted through the cross-sectional study. A regional teaching hospital inpatients and their families were investigated for the study. Two hundred questionnaires were connected in both mid-year and year-end survey . Two-stage data were collected and compared by descriptive statistics and p-chart. Results: Overall satisfaction rate on Mid-year is 87.7% , in which surgical safety dimension is 95.5% , medical procedure dimension is 93.4%, service attitude dimension is 92.5%, waiting time dimension is 81.4%, nutritional dietary dimension is 80.8%, medical facility dimension is 79.3%. Overall satisfaction rate on Year-end is 90.2%, in which surgical safety dimension is 94.4%, medical procedure dimension is 93.3%, service attitude dimension is 93.0%, waiting time dimension is 85.4%, nutritional dietary dimension is 82.8%, medical facility dimension is 81.2%. After comparing the results, two dimensions, nutritional dietary and medical facility, with relatively lower satisfactions are needed to be improved. Conclusion: To increase the inpatient satisfaction, this study suggests that the hospital may refer the patient or family satisfaction with the results and specific recommendations for future improvement in the policy accordingly.