牙科醫療服務的資訊需求分析-以台中某牙醫診所為例

An Information Requirement Analysis for Dental Service －The case of Dental clinics in Taichung

彭金山(Chin-shan Peng)

指導教授 ： 徐茂練

朝陽科技大學/管理學院/企業管理系/碩士(2009年)

摘要

現代人對於生活品質要求的提升，在醫療上除了得到應有的專業照顧之外，在醫療過程受到的重視及愉悅享受就診的情緒也備受重視。所以為了提升診所的看診品質，必須深度了解現代人心中對於就診品質的期待為何，才能了解現代人對看診的需求，進而達到診所服務品質的提升。
　　本研究從醫病關係的角度，採用「紮根理論」的質性研究方法，針對經常至牙醫診所就診的病患作為受訪對象進行訪談，了解病患在選擇診所及就診過程的資訊需求。該資訊需求包含對醫師及助理角色的認知，對自我的反思，以及對醫療行為及日常生活的行動修正。主要結論如下：
1.對醫師的角色認知主要是治療角色與朋友角色；對助理的角色認知主要是跟診角色及服務角色。
2.個人過去就診經驗與社會文化(醫療觀念、養生文化)會影響病患就診態度。
3.病患心理認知會影響其診療行為。
4.病患在診療過程中相當重視醫療專業與知識技能，因而對診所產生信任感。
5.病患接受治療後對診所的認知及自我的反思均影響病患對牙醫的保健行為。
　　本研究依據上述資訊需求，討論該資訊的意義以及對於牙醫診所的管理義涵，對於牙醫診所如何透過服務設計及行銷來提升服務品質，也提出具體的建議。

關鍵字

牙醫醫病關係 ； 資訊需求分析

並列摘要

People in the modern society demand a better quality of life. When they are sick, they would like to receive professional care they deserve, to get healthcare workers to pay more attention, and to have a better feeling during the process of medical care. Therefore, in order to improve quality care in a clinic, we need to understand patient’s expectations for the quality of medical services.
In this study, I applied the methods of qualitative study and grounded theory to interview the patients in dental clinics to characterize patient’sinformation requirements during the process of choosing a clinic and the process ofmedical visits. The information requirements may include patient’s cognition onphysician’s role and assistant’s role, patient’s self-reflection, patient’s modifiedbehaviors on medical care and everyday life. The following are the majorconclusions:
1.Patient’s cognition on physician’s role implies treatment and friendship roles; however, patient’s cognition on assistant’s role implies attendance and service roles.
2.Previously visiting experiences in the clinic and culture of society (such as concepts of medical care and keep-fit culture) may influence patient attitudes on medical visit services.
3.Mental cognition of patients may influence their behavior on medical care.
4.During the process of medical care, patients pay much attention to　physicians’ professional specialty, knowledge and skills, which may lead to patient trusts on the clinics.
5.Patient experiences in the treatment influencing their cognition on clinics and self-reflection may influence patient behaviors on dental services.

　　Based on the above information demand, the implications for the meaning of information and the dental clinic management are discussed. In addition, the useful suggestions for improving the dental clinic service quality are also provided.

並列關鍵字

Demand Analys ； Dental Doctor-Patient Relationship

參考文獻

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