- 期刊
透過商業模式圖探討新冠肺炎疫情期間推行護理站一站式出院結帳服務之前驅研究
A Pilot Study of Using Business Model for One-Stop Discharge Service during the COVID-19 Period
摘要
目的：在新冠肺炎疫情期間探討出院民眾選擇「護理站一站式出院結帳服務」之意圖及影響因素，藉以優化出院流程，以達到安全就醫目標。方法：本研究資料結合289位出院病患自填式問卷及就醫資料檔，後續進行獨立樣本T檢定、卡方檢定及單因子變異數分析。亦更進一步以商業模式圖探討推行「護理站一站式出院結帳服務」關鍵要素。結果：結果顯示出院民眾選擇「護理站一站式出院結帳服務」可顯著縮短結帳流程8-40分鐘，整體滿意度為4.77分；多元支付以信用卡繳費比例占82.1%；選擇主因是免下樓、免排隊，節省等待時間。結論：醫院完善建置「護理站一站式出院結帳服務」，積極推廣多元支付繳費方式，將有助於民眾防疫行為的落實，醫療服務品質提升，達到安全就醫的重要目標。
並列摘要
Objectives: To probe the intention and related factors of inpatients using different payment systems at discharge from hospital during the COVID-19 epidemic, to improve the discharge process and to achieve the goal of building a safe healthcare environment. Methods: 289 inpatients at discharge were included as the research objects. The data source combined the self-administered questionnaires and the patients' medical records. Moreover, we used the independent T-test, the Chi-Squared Test of independence and One-Way Analysis of Variance to evaluate the influence of various factors for using different payment systems at discharge. Furthermore, the study used the Business Model as the main analysis framework to explore the core factors for "one-stop discharge service at nursing station". Results: The result showed that the discharge process was significantly shortened by 8-40 minutes when inpatients chose "one-stop discharge service at the nursing station" at their ward. The overall satisfaction score was 4.77 points. Among those inpatients choosing among the multiple payment systems, the proportion of paying by credit card was 82.1%; the main reasons were "no need to go downstairs, no queue up and save waiting time". Conclusions: The case hospital comprehensively established the "one-stop discharge service at the nursing station", and actively promoted multiple payment systems, which will help the implementation of people's prevention measures, improve the quality of medical services, and achieve the goal of building a safe healthcare environment.