醫院策略性資訊系統規劃對滿意度的影響之研究

The Impact of Strategic Information Systems Planning on Satisfaction in Hospitals

陸建成(Chien-Cheng Lu) ； 張鳳美(Fong-Mei Chang)

《安泰醫護雜誌》 16卷4期 (2010/12) Pp. 285-298

https://doi.org/10.7078/TSMHMNJN.201012.0285

摘要

自從全民健康保險制度開辦以來，醫院整體經營面臨激烈的競爭。為了因應這個多變及競爭的經營環境，醫院必须善用資訊科技來降低營運成本、提升運作效率及產品與服務的差異化，進而在逆境中增加醫院的競爭優勢。
策略性資訊系統規劃(Strategic Information Systems Planning, SISP)能改變組織核心活動的發展方向、讓高階主管再思考企業策略的修正和重新定義企業流程與架構，本文的目的在探討影響醫院策略性資訊系統規劃提升滿意度的因素。
本研究針對國內125家地區教學以上層級醫院的資訊主管進行問卷調查，總計回收101份有效問卷，經過統計分析驗證，得到結果如下：(1)環境不可預測性越低，資訊系統規劃與醫院規劃一致的程度越高。(2)醫院價值鏈活動的資訊密集度越高，資訊系統規劃與醫院規劃一致的程度越高。(3)資訊部門的醫療領域專業知識越好，資訊系統規劃與醫院規劃一致的程度越高。(4)資訊系統規劃與醫院規劃一致對提升滿意度有正面的影響。建議醫院資訊部門人員應努力加強本身的醫療領域知識能力，有助於利用資訊科技提升醫院競爭優勢。

關鍵字

策略性資訊系統規劃 ； 環境不確定性 ； 資訊部門能力

並列摘要

The hospitals face fierce competition since the implementation of National Health Insurance policies. To confront the turbulent and competitive environment, hospitals should strive to strategically use information technology (IT) to raise their competitive advantage. This study aims to investigate the factors that influence the effectiveness of strategic information systems planning (SISP) in hospitals. A field survey was conducted. Questionnaires were sent to 125 hospitals which hospital accreditation results were above district teaching level, and 101 usable surveys were returned. The findings are as follows: (1) Environment unpredictability negatively affects alignment of IT plan with hospital plan. (2) Information intensity positively affects alignment of IT plan with hospital plan. (3) Business competence of IT staffs positively affects alignment of IT with hospital plan. (4) Alignment of IT plan with hospital plan positively affects customer satisfaction. We suggest that IT staffs should make efforts to learn knowledge about the hospitals and think in terms of how to use IT better to raise the competitive advantage.

並列關鍵字

strategic information systems planning ； environment uncertainty ； information system competence