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研究生:蕭菁
研究生(外文):Jing Hsiao
論文名稱:旅台外籍人士醫療服務利用、就醫期望、就醫感受與整體就醫評價之探討—以某國際特約門診為例
論文名稱(外文):Health Care Utilization, Expectations, Perceptions and Overall Evaluation of Foreigners -- A Study of an International Outpatient Center in Taipei
指導教授:陳建和陳建和引用關係
指導教授(外文):Chienho Chen
學位類別:碩士
校院名稱:國立台北護理學院
系所名稱:旅遊健康研究所
學門:民生學門
學類:運動休閒及休閒管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:中文
論文頁數:84
中文關鍵詞:外籍人士醫療服務利用就醫期望就醫感受整體就醫評價
外文關鍵詞:foreignershealhealth care utilizationpatient expectationspatient perceptionsoverall evaluation
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隨著全球國際化的發展及跨國就醫的風氣形成,國內許多醫療機構紛紛開始拓展國籍病人目標市場,醫療服務國際化已成為一種趨勢。有心開發此目標市場的醫療機構,必需能提供符合國籍病人需要的醫療服務。另一方面,隨著消費者意識抬高及醫療產業的競爭,病人就醫感受的滿意程度已成為測量醫療服務的重要工具。為了掌握國籍病人的醫療服務需求,本研究針對某國際特約門診外籍病人目標群,探討其就醫期望、就醫感受程度,及分析就醫感受與整體就醫評價之關係。研究方法以結構式問卷進行資料收集,經由文獻、實務上的特性及專家意見,發展出測量的工具,就醫期望及就醫感受的構面分為可近性、時間性、醫師特性、醫事人員服務、機構等,共發出182份問卷,有效問卷為87份,回收率為48%。研究結果顯示,就醫感受與就醫期望構面平均值最高分的皆是醫師特性,平均值最低分也皆是可近性。就醫期望與就醫感受平均值有差異,就醫感受之醫師特性構面與整體滿意度、回診意願、與推薦他人意願皆具有顯著正向關係,就醫感受之可近性構面與推薦他人意願具有顯著正向關係。本研究結果可提供醫療機構管理者改善服務策略的參考,以發展出適合外籍人士的醫療服務。
A growing number of patients worldwide are seeking medical services outside of their own countries. As Taiwan boasts a high standard of medical service, the Taiwanese government has been actively promoting medical tourism. To attract the target group, providers must adapt services in response to patient needs. Owing to an emphasis on consumerism, patient satisfaction has become an important measurement for monitoring health care performance. The purpose of this study is to explore patients’ expectations, perceptions and satisfaction with medical services specifically intended for foreign patients. A questionnaire was developed through literature review and interviewed with clinical specialists.The dimensions for both expectation and perceptions include accessibility, facilities, waiting time, the professional manner of the doctor, and the professional manner of staff. A total of 87 valid questionnaires were collected from the International Outpatient Clinic of a medical center in Taipei (a response rate of 48%). This study found that there was an overall service quality gap between patients’ expectations and perceptions. Results show that the ‘professional manner of doctor’ is the highest score in the dimension for both expectations and perceptions. ‘Accessibility’ is the lowest score for both expectations and perceptions. Professional manner of doctor is significantly associated with satisfaction, revisits, and recommendations. Accessibility is significantly associated with recommendations. Although it may be neither feasible nor desirable to meet all patient expectations, increased focus on the professional manner of doctors may increase patient satisfaction. These findings can benefit health care providers who wish to attract more international clients through the provision of an appropriate service.
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 3
第三節 名詞界定 4
第四節 研究流程 4
第二章 文獻回顧 6
第一節 醫療服務利用 6
第二節 就醫期望與就醫感受 17
第三節 整體就醫評價 26
第三章 研究設計與方法 30
第一節 研究架構 30
第二節 研究假設 31
第三節 研究工具 31
第四節 資料分析 38
第四章 統計結果 39
第一節 描述性統計分析 39
第二節 醫療服務利用分析 47
第三節 就醫期望與就醫感受分析 54
第四節 相關分析 59
第五節 迴歸分析 65
第五章 結論與建議 67
第一節 結論 67
第二節 建議 69
第三節 限制 71
參考文獻 72
中文部分 72
英文部分 74
附錄一 研究問卷 80
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1. 林守男、廖美芬(2007)。應用理性行動理論探討民眾就醫行為之研究─以彰化醫療次區域為例。醫院,40(3),55-66
2. 林守男、廖美芬(2007)。應用理性行動理論探討民眾就醫行為之研究─以彰化醫療次區域為例。醫院,40(3),55-66
3. 林守男、劉維樵、盧龍泉(2004),醫療法令規範下的醫療行銷活動—以某區域教學醫院為例,醫院雜誌,37(4),1-9。
4. 林守男、劉維樵、盧龍泉(2004),醫療法令規範下的醫療行銷活動—以某區域教學醫院為例,醫院雜誌,37(4),1-9。
5. 林素菁(2004)。在台工作外籍人士住宅品質之變遷—1990年與2000年戶口及住宅普查分析。都市與計劃,31(4),341-363。
6. 林素菁(2004)。在台工作外籍人士住宅品質之變遷—1990年與2000年戶口及住宅普查分析。都市與計劃,31(4),341-363。
7. 林淑玲、蕭伃伶(2007)。台灣之女性新移民健康照護的社群隔離現象。護理雜誌,54(4),67-72。
8. 林淑玲、蕭伃伶(2007)。台灣之女性新移民健康照護的社群隔離現象。護理雜誌,54(4),67-72。
9. 周天給、許怡欣、李丞華、湯澡薰(2006)。外籍新娘對基層婦產科診所之評價。臺灣家庭醫學雜誌,16(1),51-63。
10. 周天給、許怡欣、李丞華、湯澡薰(2006)。外籍新娘對基層婦產科診所之評價。臺灣家庭醫學雜誌,16(1),51-63。
11. 侯毓昌、黃文鴻(1999)。中醫醫院門診病人選擇醫院之考慮因素及就醫滿意度研究-以台中市七家中醫醫院為例。中華公共衛生雜誌,18(1),34-43。
12. 侯毓昌、黃文鴻(1999)。中醫醫院門診病人選擇醫院之考慮因素及就醫滿意度研究-以台中市七家中醫醫院為例。中華公共衛生雜誌,18(1),34-43。
13. 徐淑芬、王炳龍、蔡明霖(2001)。臺北市醫學中心眼科門診病人就醫選擇原因與滿意度調查之研究。醫務管理期刊,2(1),137-146。
14. 徐淑芬、王炳龍、蔡明霖(2001)。臺北市醫學中心眼科門診病人就醫選擇原因與滿意度調查之研究。醫務管理期刊,2(1),137-146。
15. 翁慧卿(2005)。醫療服務消費者醫院選擇之集群分析—以婦產科生產醫療服務為例。福爾摩莎醫務管理雜誌,1(2),145-155。