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研究生:王明鉅
研究生(外文):Ming-Chu Wang
論文名稱:醫療機構中之單位特性與服務品質關係之研究:以某國立大學醫院為例
論文名稱(外文):- A study on the relationships between ward unit characteristics and service quality: Using a national university hospital as an example
指導教授:戚樹誠戚樹誠引用關係
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:商學組
學門:商業及管理學門
學類:一般商業學類
論文種類:學術論文
論文出版年:2008
畢業學年度:96
語文別:中文
論文頁數:60
中文關鍵詞:團隊合作氛圍服務態度病患抱怨讚美
外文關鍵詞:patient complaintspatient praisequality of careteamwork climate
相關次數:
  • 被引用被引用:5
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  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
在競爭日益激烈的醫療與健康產業中,除了醫療技術品質之外,醫療服務的功能品質,也早已成為醫療機構得以保有競爭優勢的重要來源。國內的十餘所醫學中心目前已服務超過全國40%的病患健康需求。在醫療服務品質的各個構面中,醫療人員的服務態度,以及給予病人或家屬的感覺,雖然常是病人對醫療服務滿意與否的重要依據,但也不易予以量化或以各種醫療品質指標來加以呈現。而醫院之管理者雖然重視顧客的反應,惟其機構內諸多影響員工服務態度的可能因素亦不易釐清,更增加醫院管理者試圖提昇就醫民眾滿意度之困難。
本研究的目的即是以國內台北地區,一所大型醫學中心內之病人與訪客投訴意見資料庫為基礎,以病人及訪客或病人親友,對病房護理人員之服務態度提出讚美或抱怨意見數,作為住院病房單位中護理人員服務態度與品質之指標,探討影響病房護理人員對於住院病患之服務態度的可能因素。本論文之研究係以住院病房單位之護理人員之服務態度是否被病患及親友抱怨或被讚美之意見數評估其服務品質。並先透過與資深護理人員之訪談及前導問卷,找出重要之可能影響因素構面後,針對研究對象住院病房,再以「病人安全態度問卷」就前導問卷中所得到包括病房單位護理人員在團隊合作氛圍、壓力的認知、對醫院以及病房單位管理的知覺、工作狀況以及對工作是否滿意等影響因素構面,以及病房護理人員離職率、積欠護理人員休假時數以及各病房住院病人之疾病嚴重程度等三項病房單位特性,進行調查與研究分析,以探討影響病房護理人員對於住院病患之服務態度的可能因素。
研究結果發現,影響病人是否提出對病房護理人員服務態度的抱怨之重要因素包括病房單位內之團隊合作氛圍、病房住院病人之疾病嚴重度以及病房單位護理人員對於醫院管理知覺等三項。但是病人安全態度問卷中之各影響因素以及三項病房之特性,對於病房護理人員被病友讚美之意見數目,則並沒有顯著影響。
本論文之結果有助於釐清影響醫學中心病房護理人員服務態度之病房特性,並建議醫學中心之管理者,可由加強病房單位之團隊合作氛圍以及增加對護理人員之支援與溝通等管理措施,改善病房護理人員於提供護理服務時之服務態度,以減少住院病人對病房護理人員服務態度之不滿與抱怨。
The quality of medical care is an important source of competitive advantage of medical institutions. The functional quality, e.g. the attitude of the medical personnel is crucial for the perception of care quality of patients, however, it is not easy to be demonstrated through various quantitative quality indicators. It is important for the manager of medical institutions to have more information about the factors influencing the attitude of medical personnel to improve the quality of care and the satisfaction of patients.
The purpose of this thesis is to study the relationships between the ward unit characteristics and its service quality. The service quality of the ward unit was defined as whether there is complaint about the attitude of nurses in the ward and the number of patients’ compliments for the attitude of the nurses. Opinions from the senior nurse administrators were collected and a pilot survey for nurse managers was done to collect the possible factors affecting the service of nurses in the ward. The Safety attitude questionnaire was used to study the factors found from the pilot survey including teamwork climate, stress recognition, perception of management, job satisfaction and working conditions of the ward unit. The relationships between the service quality of the ward unit and these factors and the institutional factors including the disease severity of patients, the turnover rate of nurses and severity of shortage of nurses were studied.
The results revealed that the teamwork climate, the disease severity of the patients in the ward and the perception of hospital management were significant predictors of the service of the ward unit. With our results we suggested that the administrators and nurse managers of medical centers may improve the patients’ satisfaction about the quality of nursing care through the improvement of the teamwork climate in the ward unit and better hospital management through more support and communication with the nurses.
誌 謝 I
中文摘要 II
英文摘要 IV
目錄 VI
圖目錄 VII
表目錄 VIII
附錄B表目錄 IX
第一章 緒 論 1
第一節 研究背景與研究動機 1
第二節 研究目的 8
第二章 文獻探討 9
第一節 醫療服務品質 9
第二節 病人滿意度 13
第三章 研究方法 18
第一節 資深護理人員訪談 18
第二節 衡量指標選取與問卷設計 21
第三節 問卷發放與回收 26
第四節 資料整理與分析 26
第四章 研究結果 28
第五章 討論與建議 32
參考文獻 41
附錄 A 病人安全態度問卷 50
附錄 B 病房單位病人安全態度問卷結果及其他單位特性 52
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