- 期刊
醫院服務品質與顧客價值對於癌患滿意度的關係探討
The Impact of Medical Service Quality and Customer Value on the Cancer Patient's Satisfaction
摘要
Purpose: The aim of this study is to understand the level of patient's perception toward both hard and soft facilities of medical industry to further discuss the relationship between the ”medical service quality” and the ”customer value” and its impact on the ”cancer patient's satisfaction” and the ”customer value”, and hopefully to improve the customer loyalty based on the ”customer oriented” service to achieve the highest goal of sustained management for medical care institutions.Material and Method: This study targeted on the patients who have received the complete radiotherapy at a medical center in northern Taiwan from March 1st 2010 to October 30th 2010. Through structured questionnaire method, the patients aged above 20 regardless of gender and education degree have filled the questionnaires. A total of 550 questionnaires were collected. Based on Pearson correlation analysis, the correlation statistic was conducted.Results: Most of the cancer patients were satisfied with the soft and hard facilities provided by hospital; Cancer patients were also satisfied with the medical workers' professional knowledge and technical proficiency. Further, 346 patients were satisfied with the hospital's efficiency of handling complaints and 384 patients felt it is worth while to pay the medical fees. As a result, 535 (97.3%) of the patients have expressed willingness to go back to the same hospital; 539 patients (98%) have shown willingness to recommend the hospital to their families and friends. 411 patients (74.7%) indicated that they will not choose other hospital even if the registration fee is lower.Discussion: The medical workers' professional knowledge and technical proficiency are correlated with the cancer patients' medical service satisfaction (p＜0.01) and are also correlated with the medical service procedure and the efficiency of handling patients' complaints (p＜0.01). The higher patients' medical service satisfaction is associated with higher rate of returning to the hospital. They are positively correlated (p＜0.003). The overall service from the hospital is positively correlated with the patients' willingness for recommendation. The patients will be more willing to recommend their families and friends to the hospital if they receive higher satisfaction with the hospital's overall medical service. The result is very significant (p＜0.003). When the cancer patients are satisfied with the overall service of the hospital they initially consulted, they will not choose other hospital even if the registration fee is lower. The result is very significant (p＜0.001).[Therapeut Radiol Oncol 2011; 18(4): 287-297]
並列摘要
Purpose: The aim of this study is to understand the level of patient's perception toward both hard and soft facilities of medical industry to further discuss the relationship between the ”medical service quality” and the ”customer value” and its impact on the ”cancer patient's satisfaction” and the ”customer value”, and hopefully to improve the customer loyalty based on the ”customer oriented” service to achieve the highest goal of sustained management for medical care institutions.Material and Method: This study targeted on the patients who have received the complete radiotherapy at a medical center in northern Taiwan from March 1st 2010 to October 30th 2010. Through structured questionnaire method, the patients aged above 20 regardless of gender and education degree have filled the questionnaires. A total of 550 questionnaires were collected. Based on Pearson correlation analysis, the correlation statistic was conducted.Results: Most of the cancer patients were satisfied with the soft and hard facilities provided by hospital; Cancer patients were also satisfied with the medical workers' professional knowledge and technical proficiency. Further, 346 patients were satisfied with the hospital's efficiency of handling complaints and 384 patients felt it is worth while to pay the medical fees. As a result, 535 (97.3%) of the patients have expressed willingness to go back to the same hospital; 539 patients (98%) have shown willingness to recommend the hospital to their families and friends. 411 patients (74.7%) indicated that they will not choose other hospital even if the registration fee is lower.Discussion: The medical workers' professional knowledge and technical proficiency are correlated with the cancer patients' medical service satisfaction (p＜0.01) and are also correlated with the medical service procedure and the efficiency of handling patients' complaints (p＜0.01). The higher patients' medical service satisfaction is associated with higher rate of returning to the hospital. They are positively correlated (p＜0.003). The overall service from the hospital is positively correlated with the patients' willingness for recommendation. The patients will be more willing to recommend their families and friends to the hospital if they receive higher satisfaction with the hospital's overall medical service. The result is very significant (p＜0.003). When the cancer patients are satisfied with the overall service of the hospital they initially consulted, they will not choose other hospital even if the registration fee is lower. The result is very significant (p＜0.001).[Therapeut Radiol Oncol 2011; 18(4): 287-297]