病患參與醫療服務的前置因素及後續行為之探討：以一般外科為例

Investigating the Antecedents and Consequences of Patient Participation in Medical Services: A Case of General Surgery

張嘉雯(Chia-Wen Chang) ； 王惠玄(H. Irene Wang) ； 詹又諳(Yu-An Chan)

《管理學報》 27卷6期 (2010/12) Pp. 603-621

https://doi.org/10.6504/JOM.2010.27.06.04

摘要

整體社會經濟教育的進展，促使醫療照護品質更受重視；而病患參與為提升醫療照護服務品質不可或缺的元素。本文旨在探討病患涉入程度、人格特質、自覺醫療知識與參與醫療服務的關係，並分析病患參與對後續公民行為及共創價值的影響。本研究以北部某醫學中心一般外科病患為對象進行問卷調查，共取得600份有效問卷；並運用結構方程式之最小平方法(Partial Least Squares; PLS)進行研究模型資料分析。多項假說得到實證結果支持：(1)病患涉入程度對病患參與有顯著的正向關係；(2)內控人格特質對病患參與有顯著的正向關係；(3)醫療知識對病患參與有顯著的正向關係；(4)病患參與對公民行為有顯著的正向關係；(5)病患參與對共創價值有顯著的正向關係。研究發現可供醫療服務提供者由顧客角度思考市場區隔與服務規劃微策略，促成醫病雙贏的局面。

關鍵字

病患參與 ； 公民行為 ； 共創價值 ； 醫療品質

並列摘要

Economic and educational advances of the society have prompted higher expectation of healthcare quality, of which patient participation has become an indispensable component. The study aims to explore the relationship between patient involvement, personality traits. self-perceived medical knowledge proficiency, and participation in healthcare services, as well as the impact of patient participation on ensuing behaviors of citizenship and co-creation of value. Patients of general surgery services of a medical center in northern Taiwan were surveyed and 600 effective responses were retrieved. Partial Least Squares were employed for statistical analyses. The empirical results support multiple hypotheses: (1) Patient involvement is positively associated with patient participation: (2) Personality trait of internal control is positively associated with patient participation: (3) Self-perceived medical knowledge proficiency is positively associated with patient participation: (4) Patient participation is positively associated with citizenship behavior: (5) Patient participation is positively associated with co-creation of value. The research findings may offer insights to healthcare providers in devising market segmentation and service development strategies from the perspectives of patients, and facilitate a win-win state by both parties.

並列關鍵字

Patient Participation ； Citizenship Behavior ； Co-Creation of Value ； Healthcare Quality

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