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研究生:簡明慧
研究生(外文):Ming-Hua Chean
論文名稱:醫院顧客抱怨處理機制之研究--以台北市某醫學中心檔案為例
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:廖又生廖又生引用關係
指導教授(外文):Yu-Sheng Liao
學位類別:碩士
校院名稱:國立陽明大學
系所名稱:醫務管理研究所
學門:商業及管理學門
學類:醫管學類
論文種類:學術論文
論文出版年:2004
畢業學年度:92
語文別:中文
論文頁數:96
中文關鍵詞:顧客抱怨行為服務缺失顧客抱怨處理顧客抱怨管理關鍵事件技術法(CIT)
外文關鍵詞:consumer complaint behaviorservice failureCIT
相關次數:
  • 被引用被引用:24
  • 點閱點閱:718
  • 評分評分:
  • 下載下載:222
  • 收藏至我的研究室書目清單書目收藏:7
摘要
政府實施總額預算制以及醫院自主管理之後,如何控制成本以及持續不斷的品質改善,將造成醫院經營者之嚴重考驗。然而,對健康照顧者而言,直接從不滿意的病人處獲得回饋,是界定一再發生的問題方便而可行的方法。因此探討顧客抱怨行為,以及隨之顯現之服務缺失,再經醫院針對缺失進行顧客抱怨處理與管理是本研究的重點。
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。
本研究將顧客抱怨事項視同服務缺失,因此將其分為三大類十二小項,第一大類為醫院醫療缺失,其下區分成四小項:「「診斷疏失」」、「「不適當的處方」」、「「檢驗疏失」」、「處方箋給藥錯誤」」。第二大類為醫院非醫療缺失,其下區分成六小項:「「政策缺失」」、「「服務流程不當」」、「「服務接觸缺失」」、「「設備缺失」」、「「交通暨環境缺失」」、「「伙食欠佳」」。第三大類為非醫院缺失,其下區分成二小項:「「顧客本身問題」」、「「其他」」。根據缺失頻率高低分別給予標的醫院建言,再根據研究者工作經驗與相關文獻比較後,對顧客抱怨處理及管理的探討,亦對標的醫院提出不同的看法。最後,期望本研究能達成初衷(1.分享醫界之服務缺失型態2.根據服務缺失之型態,對醫院提出諫言3.分享醫院顧客抱怨管理機制並提出改進之道以供標竿學習);並充實醫界對本領域之探討。
關鍵詞:顧客抱怨行為、服務缺失、顧客抱怨處理、顧客抱怨管理、關鍵事件技術法(CIT)
Abstract
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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