- 期刊
運用PZB模式及IPA重要績效分析探討血液透析診所之醫療服務品質
Applying PZB Model and Importance-Performance Analysis To investigate the Service Quality of Hemodialysis clinic
摘要
目的：運用以學術為基礎之理論架構，調查洗腎診所之醫療服務品質，做為其提升品質之參考，並提供洗腎界建構滿意度調查模式之經驗。方法：採用PZB模式與重要績效分析（IPA），並設計SERVQUAL量表進行「透析病患床邊問答」及「員工自填」之問卷調查，回收112份。結果：「護理人員打針技術」是PZB模式病患「重視度與滿意度」落差分析中缺口最大的，也是IPA唯一落在「集中關注區」，是最需優先改善項目；而「病患與員工」重視度的落差分析，缺口最大的是「交通車接送」，顯示病患對交通車接送的重視遠大於員工。結論：PZB模式及IPA的理論架構有其一致性，具有很好的研究成果及價值，但題目得分差距較大者，用IPA分析時，發現部分失真之誤差，故建構滿意度問卷調查表時，要注意核心與非核心醫療項目分數可能有較大差距，應避免IPA分析時發生錯誤。
並列摘要
Objetives: Using an academic-based theoretical framework to investigate the quality of medical services in hemodialysis clinic, as a reference for improving quality, and providing experience in building a satisfaction model for dialysis. Methods: The PZB model and the important performance analysis method (IPA) were used, and the SERVQUAL questionnaire was designed to conduct the ＂patient bedside interview＂ and ＂employee self-answer questionnaire＂ surveys. A total of 112 questionnaires were collected. Results: The analysis of the difference between patients' ＂expected value＂ and ＂satisfaction＂ by PZB model (Gap 5) was the most significant in the ＂nurse injection technology＂, and also the only one by IPA was in the ＂concentration here＂ area, which needed priority improvement； In the analysis of the gap between ＂patient expectations＂ and ＂employee perceptions of those expectations＂ (Gap 1), ＂patient transfer＂ had the biggest gap, showing that patients pay more attention to transportation than employees. Conclusions: The theoretical framework of PZB model and IPA has its consistency, and it has good research results and value. However, those with a large difference in scores have some errors when analyzed by IPA. Therefore, when constructing the satisfaction questionnaire, Note that there may be a large gap between core and non-core medical project scores to avoid errors in IPA analysis.