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研究生(外文):Ming-Hua Chean
論文名稱(外文):A Study on Consumer Complaint Dealing and Management Mechanism of Hospital--A File of Medical Center in Taipei as an Example
指導教授(外文):Yu-Sheng Liao
外文關鍵詞:consumer complaint behaviorservice failureCIT
  • 被引用被引用:24
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本研究的方法以關鍵事件技術法(Critical Incident Technique ,CIT)為主,文獻比較為輔,收集九十二年元月一日起至十二月三十一日止為期一年,經由意見箱、傳真、書信、電話、網路、院長與民有約、現場投訴與其他等八種管道,以標的醫院企劃室所設計之反應意見表 1033份資料,扣除研究期間因發生急性嚴重呼吸道症候群(Sever Acute Respiration Syndrome,SARS)相關特殊事件之顧客抱怨資料57筆,共計976筆有效資料進行服務缺失分類,接續以文獻比較探索標的醫院之顧客抱怨處理與管理之模式並提出建言。
It''s a great impact and challenging for the hospital administrators to face the cost control and continuous quality improvement after the launch of Global Budget Scheme of National Health Insurance Program in Taiwan. For the health care provider, it''s a convenient and feasible approach to gain the feedback directly from the unsatisfactory patients on this issue. Hence, exploring Consumer Complaint Behavior, accompanying Service Failures, and responsive Consumer Complaint Dealing&Comsumer Complaint Management comprise the theme of the study.
Mainly based on Critical Incident Technique(CIT), and axilliarized by literature review, this study has been conducted in one whole year (Jan 1, 2003 to Dec 31, 2003). That included collection of 1,033 organized official questionnaires thru’ 8 routes of public commens from the open mail, fax, letter, phone, web, dialogue with superintendent, immediate reactive appealing and others.
Certainly, these refence samples didn’t not cover all of them, but sparing 57 subjects because of its potential bias during SARS crisis, totally 976 samples recruited finally.The database was analyzed and .consolidated, then merged with the generalized & summarized proposing from literature review.
This study regarded Consumer Complaint Behavior as Service Failure, and then dividing them into 3 categories and 12 items. The 1st category was medical shortcoming in a hospital (containing diagnosis defect, inappropriate prescription, lab defect, and medication delivery error); 2nd category was non-medical shortcoming in a hospital (containing policy defect, inappropriate flowchart, service contact defect, equipment defect, traffic & environment defect, and poor diet supply); 3rd category was non-hospital shortcoming (containing client problems and others). Prevalence distribution of each category and item was estimated and elucidated. Then some peculiar policy proposing was settled. Consumer Complaint Dealing & Comsumer Complaint Management were supposed to be reviewed and discussed. And suggestion for reference were enlightened.
Ultimately, this study was expected to validate our purposes initially, i.e. to share the Service Failure conditions in medical field, to handle reactive appealing to this very Service Failure conditions, and furthermore, to share Consumer Complaint Dealing & Comsumer Complaint Management, notwithstandingly, to form the focus learning mechanism. Certainly, some necessary reviewing and improving approaches were due and enriched all the way.
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