臺灣博碩士論文加值系統

背景：國人生活水平的提昇，使其對服務品質的要求不斷提高，迫使各醫療院所必須設立一個自我評價的監測機制。然而過去針對病人滿意度之研究主要著重在病人對醫療服務的滿意度，卻甚少著墨其對醫療服務的重視程度。目的：本研究乃透過病人的就醫經驗分析探討其對醫療服務的重視度與滿意度，以商機演算法求出醫院之潛在服務需求，並找出整體滿意度、忠誠度及主動推薦介紹之相關影響因素。方法：研究是以橫斷性研究法進行資料收集，以立意取樣選取北部某醫學中心門診病人共462名為研究樣本。研究工具為結構式問卷，內容以五大醫療品質指標（可近性、適用性、可使用性、協調性及完整性與持續性）作為測量門診病人對現有提供之服務重視度與滿意度。研究回收之問卷使用SPSS14.0統計軟體進行資料處理與統計分析。結果：研究顯示民眾最重視的服務項目是「醫療院所的醫療設備是否比社區診所齊全」、「具有醫療專業」及「對醫療儀器操作的熟悉程度」；最滿意的項目分別是「醫療院所的醫療設備是否比社區診所齊全」、「倡導無菸環境」及「將看診紀錄或病歷正確的保存」。商機演算法則指出「等候就診時間長短」為民眾期望與實際感受差距最大的議題，其次為「病情康復後持續關心其健康狀況」及「動線規劃及指引是否清楚」。結果也證實整體滿意度與病人忠誠度及主動推薦介紹之間是呈現顯著的關係。經由迴歸分析發現，服務協調性構面會增加病人對醫師的忠誠度，其中以「醫師會視需要建議病人到其他科別或醫療院所做診斷」、「會與病人討論前次看病的過程與結果」及「在進行任何治療前會提前告知」等行為最具有影響力。而門診病人的整體滿意度決定因素為服務可近性構面與服務協調性構面之「醫院的整體掛號方式」、「醫病之間的語言溝通」、「醫療費用的負荷」、「過號處理方式」及「等候領藥的時間長短」議題。結論：探討改進方面，在醫護人員專業訓練上應加強病情的後續追蹤及醫生與病人的時間觀念；而在環境因素上應加強清楚的路線指標。研究明確呈現了醫院改善服務品質的相關資訊，相關單位應重視民眾的就醫經驗並加強有關醫療品質缺口。

Background: With the advancements of living standard, the public much more concern the health issues and forces each hospital to set up a self-appraisal monitoring system to increase the quality of healthcare. However past research mainly emphasis on the patients’ satisfaction, few of them noticed about the importance of medical services which patients pay much attention to. Aims: The purposes of this study were to explore the importance and satisfaction of the medical services, finding out the most potential services demanded through the opportunity algorithms analysis. The present study also examines the relationships and find out the determinants of the overall satisfactions, patient loyalty and recommendation. Methods: A cross-sectional survey was conducted and there were 462 outpatients who recruited in a medical center in Northern Taiwan in the study. The present study employed a structured questionnaire which contains of 5 Rating Components (includes Accessibility, Appropriateness, Accessibility, Coordination, Comprehensive and Continuity) which used to measure the importance and satisfaction of the medical service. Data was analyzed using SPSS 14 for Windows. Results: The research demonstrated that the most importance service items were “hospital’s medical equipment is better than community clinic”, “medical profession” and “familiar which medical instrument operates”. Besides, patient most satisfaction with “medical equipment is better than community clinic”, “initiates the non-tobacco environment” and “keep the medical record properly”. Yet, "physician utilization", "condition of continuing care" and "service route planning or direction is clear" were the services with most in need for further improvement. The study also revealed the relationships between the overall satisfactions, patient loyalty and recommend voluntarily were remarkable. Through the analysis of regression, factors of “doctor will suggest the patient transfers to the other disciplines” or “hospital regards patient’s need”, “discuss with the patient after seeing a different doctor”, “even inform before carrying any treatment and so on behaviors” were proving to increase the patient loyalty. Present study also showed the level of patients’ satisfaction on “overall registration mode”, “doctor-patient communication”, “the burden of medical expenses” and the “solution when registration number was passed” were most able to predict the overall satisfaction of the medical center. To improve patient satisfaction, concise service route directions, professional training which emphasize on time concept and continuity care should be priorities. Conclusions: The study concludes that while the gap of the medical service were truly filling up, there may help to promote the hospital’s performance as well as the quality of the medical service.

目錄..............................................................I
附表目錄...........................................................III
附圖目錄...........................................................V
附錄目錄...........................................................VI
中英文摘要.........................................................VII
第一章 緒論......................................................1
第一節 研究背景..................................................1
第二節 研究動機..................................................2
第三節 研究目的..................................................5
第二章 文獻探討..................................................6
第一節 醫療服務品質..............................................6
第二節 病人對醫療服務的重視度與滿意度...............................9
第三節 病人滿意度與忠誠度及主動推薦介紹之關係........................12
第三章 研究方法與步驟.............................................16
第一節 研究架構與研究假設..........................................16
第二節 名詞解釋..................................................17
第三節 研究變項操作型定義 .........................................19
第四節 研究對象..................................................24
第五節 研究工具..................................................24
第六節 資料收集方法與步驟.........................................26
第七節 資料處理方法..............................................26
第四章 研究結果..................................................29
第一節 問卷回收狀況與病人個人特質描述...............................29
第二節 病人個人特質與醫療服務品質議題...............................30
第三節 病人對醫療品質指標議題之差距與潛在服務需求....................33
第四節 醫療服務品質、整體滿意度、忠誠度及推薦介紹之卡方分析............34
第五節 整體滿意度、忠誠度與推薦介紹之相關因素........................44
第五章 討論......................................................50
第一節 病人的個人特質.............................................50
第二節 個人特質與醫療服務品質重要性、滿意度之關係.....................51
第三節 病人對於醫療服務品質指標之差距與潛在服務需求...................52
第四節 醫療服務品質、整體滿意度、忠誠度及推薦介紹之關係................63
第五節 研究限制...................................................66
第六章 結論與建議.................................................67
第一節 結論......................................................67
第二節 建議......................................................72
參考文獻...........................................................75
一、 英文部分...................................................75
二、 中文部分...................................................83
附表目錄
表1、問卷回收情形...................................................86
表2、醫療品質指標信度分析表（重要性）..................................87
表3、醫療品質指標信度分析表（滿意度）..................................89
表4、病人個人特質....................................................91
表5、病人個人特質與醫療服務重要性、滿意度之關係.........................93
表6、整體病人個人特質之重要性單變量分析................................95
表7、影響醫療品質重要性因素迴歸模式分析................................96
表8、整體病人個人特質之滿意度單變量分析................................97
表9、影響醫療品質滿意度因素迴歸模式分析................................98
表10、病人對醫療品質指標議題之差距與潛在服務需求........................99
表11、醫院忠誠度與整體滿意度之相關....................................102
表12、醫師忠誠度與整體滿意度之相關....................................103
表13、病人對醫院或醫師的推薦介紹與整體滿意度之相關......................104
表14、醫院忠誠度與各構面重要性之相關 ..................................105
表15、醫師忠誠度與各構面重要性之相關..................................106
表16、病人對醫院或醫師的推薦介紹與各構面重要性之相關....................107
表17、醫院整體滿意度與各構面重要性之相關...............................108
表18、醫師整體滿意度與各構面重要性之相關...............................109
表19、護士整體滿度與各構面重要性之相關.................................110
表20、醫院忠誠度與各構面滿意度之相關...................................111
表21、醫師忠誠度與各構面滿意度之相關...................................112
表22、病人對醫院或醫師的推薦介紹與各構面滿意度之相關.....................113
表23、醫院整體滿意度與各構面滿意度之相關...............................114
表24、醫師整體滿意度與各構面滿意度之相關...............................115
表25、護士整體滿意度與各構面滿意度之相關...............................116
表26、影響醫院忠誠度之滿意度因素迴歸模式分析............................117
表27、影響醫師忠誠度之滿意度因素迴歸模式分析............................118
表28、影響病人對醫院或醫師的推薦介紹之滿意度因素迴歸模式分析..............119
表29、影響醫院整體滿意度之滿意度因素迴歸模式分析........................120
表30、影響醫師整體滿意度之滿意度因素迴歸模式分析........................121
表31、影響護士整體滿意度之滿意度因素迴歸模式分析........................122
表32、服務協調性影響醫師忠誠度之滿意度因素迴歸模式分析...................123
表33、服務可近性影響醫院整體滿意度之滿意度因素迴歸模式分析...............124
表34、服務可近性與協調性影響醫師整體滿意度之滿意度因素迴歸模式分析........125
表35、服務可近性與協調性影響護士整體滿意度之滿意度因素迴歸模式分析........126
附圖目錄
圖1、研究架構........................................................16
附錄目錄
附錄1、研究流程圖...................................................127
附錄2、研究計畫時間表................................................128
附錄3、問卷效度評估之專家名冊.........................................129
附錄4、人體試驗同意函................................................130
附錄5、問卷........................................................131

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行政院衛生署網站（2009）：2009年3月9日
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