全民健保民眾就醫流程經驗與治療效果滿意度之相關: 2012-2016年我國全民健保就醫權益調查為例

Objectives: Identify factors influencing patients' satisfaction with outcomes of medical treatments of primary or hospital care. Methods: This study used data from the 2012-2016 annual National Health Insurance (NHI) surveys, which explored patient experiences related to receiving of medical services. The questionnaire was created on the basis of Andersen's model. We considered that data from every survey year in the multiyear survey database were independent and representative of the population. Logistic regression analysis was introduced into the research to explore relevant factors influencing patients' satisfaction with treatment outcomes. Results: Doctor-patient interaction with regard to outpatient services was a crucial factor influencing patients' satisfaction with treatment outcomes. Such an interaction was associated with a high likelihood of satisfaction with treatment outcomes (odds ratio = 6-10, p＜0.001). Moreover, implementation of health education by medical staff was another factor concerning the likelihood of satisfaction with treatment outcomes (OR = 1.4-2.0; p＜0.001). Nonetheless, influential factors may vary for different medical-seeking behaviors. Conclusions: Treatment-seeking experience is the key factor influencing patient satisfaction. Other factors influencing people's overall satisfaction include the doctor-patient trust, the quality of medical information delivery, and shared decision-making processes. Taiwan's NHI is entering a stage of maturity and integration, where innovative initiatives on policies and technologies serve as incentives to increase interaction with the public, thereby improving people's procedure experience and satisfaction with medical care, achieving positive perceptions of fairness and efficiency in a doctor-patient relationship as well as increased participation of various parties.