民眾就醫選擇之研究－分析層級程序法之應用

The Aplication of Analytic Hierarchy Process in the Selection of Hospital

王乃弘(Nai-Phon Wang)

《中華公共衛生雜誌》 18卷2期 (1999/04) Pp. 138-151

https://doi.org/10.6288/CJPH1999-18-02-07

摘要

以本研究以「分析層級程序法」評估民眾就醫時選擇要素的相對重要性及選擇決策之過程。本研究於中部海線6鄉鎮進行訪視，以930份資料進行受訪者對選擇要素重要性之探討，再分析民眾對醫院屬性（選擇要素）之相對偏好程度，綜合運算出醫院總偏好值－選擇決策。本研究結果發現，選擇要素重要性之優先順序依序為：醫德醫術、醫療儀器、服務態度、環境設備、醫院位置、等候時間及親友醫師轉介。研究結果同時發現用成偶比對法比用單項權數法所得之選擇要素相對重要值差距加大，可見「醫德醫術」及「醫療儀器」是民眾就醫時之決定性選擇要素。民眾對醫院的總偏好值之優先順序依序為：C（醫學中心）、B（區域）醫院工、A（區域）醫院，但民眾對醫學中心的七項屬性偏好值並非全部最高；例如「等候時間、醫院位置」C醫院較A，B醫院低，而B醫院除「等候時間」外其餘屬性均高於A醫院。三家醫院各具其特色；C醫院的「醫德醫術、醫療儀器」、A醫院的「服務態度」、及B醫院的「醫德醫術、服務態度」。

關鍵字

分析層級程序法 ； 醫院選擇 ； 成偶比對

並列摘要

By means of the analytic hierarchy process (AHP), this study assessed the relative importance of the factors affecting consumers' selection of hospital service preference, and explored their decision-making process. Interviews in person were performed in 1997 with 1212 men and women aged 18 and above randomly selected from six coastal towns in central Taiwan. Respondents were asked to recall and evaluate previous health care encounters at three local hospitals: hospital A has been characterized by its marketing strategy; hospital B by its long history and medical ethics; and hospital C, a medical center, the largest of all. With 930 valid questionnaires the results showed that factors affected consumers' selection of hospitals were in the priority order: (1) medical care quality, (2) medical equipment, (3) interpersonal relationship-service attitude, (4) environment and facilities, (5) hospital location, (6) waiting time and (7) others' recommendations. The pair-wise comparison, instead of the monadic point rating method, was conducted to enhance the contrast in importance among selection criteria of hospital preference. Medical care quality and medical equipment were thus found the most significant factors. Overall, the respondents ranked the highest preference to the medical center C followed by district hospital B and district hospital A. However, medical center C wasn't rated the highest on all seven factors. For instance, it was ranked lower than hospital A and hospital B on ”waiting time” and ”location”. Hospital B was rated higher than hospital A on all factors except ”waiting time”. In general, the medical center C was selected for its ”medical quality” and ”medical equipment”. Hospital A attracted consumers with ”service attitude”, whereas ”medical quality” and ”service attitude” were regarded as the features of hospital B.

並列關鍵字

analytic hierarchy process ； hospital choice ； pair-wise comparison