組織學習與醫療服務品質關係之研究

A Study on the Relationship between Organizational Learning and Medical Service Quality

池進通(Jin-Ton Chih)

《管理實務與理論研究》 2卷1期 (2008/03) Pp. 78-86

https://doi.org/10.29916/JMPP.200803.0006

摘要

嘉義基督教醫院影像醫學科之主要任務，在精確、快速、有效地攝製X光片，以供醫生進行正確的醫療決策，並使病患對該項醫療服務品質產生信賴與較高之滿意度，且對該醫院的政策「生命是無價的」做很好的表達。他們的努力過程，深深獲得病患的肯定。其中，該部門使用「組織學習」與「品管圈」技術之結合，並在經過十週的推動過程中，從「柏拉圖」之數據顯示：廢片率由3.60%降至1.60%，而且出片速度也提升不少，且大大降低病患等待之時間，及改善醫生之醫療決策品質。 本研究之目的，係以嘉義基督教醫院之影像醫學科之實務個案作爲研究對象，對其推動組織學習之步驟與結果，進行具體分析與陳述，且企圖尋找理論之支持，使該單位之組織學習經驗可以與其他企業分享，並參與研討，進而提升該理論在各企業實務應用之價值與有效性。 本研究在深入訪談嘉義基督教醫院影像醫學科的實際執行過程後發現：從組織學習的觀點與品管圈技術相結合，在理論架構與績效指標之運用上，都變得更加具體，且更易爲組織成員所理解，並有助於組織學習之推動，且可明顯地觀察出組織學習績效之提升。

關鍵字

組織學習 ； 醫療服務品質

並列摘要

The primary mission of the Chiayi Christian Hospital Radiology is to make radiographs with great precision and effectiveness for the doctors to make correct decisions for medical treatments and result in patients' higher satisfaction and attain high credit for their medical services. Moreover, this stands an excellent example for their hospital's policy-”Life is priceless”. Their efforts for their organizational learning process have been approved successful. In their operation process, their department adopts organizational learning techniques, then Q-PAT. Defect rate declines from 3.60% to 1.60% according to the Pareto Chart during the implementation process of ten weeks. Their improvement in reducing patients waiting time is proved sufficiently. It has also improved the quality of medical treatment.
The purpose of this research is to analyze and propose the procedure and the result of implementing organization learning in the case of Chiayi Christian Hospital’s Radiology. We try to integrate the theories and practices of their department’s experiences on organization learning and try to share their experience with other business.
After deeply interviewing of the participants on their actual implementation process of Chiayi Christian Hospital Radiology, we find out that the technique of Q-PAT adopted in the theory structure will make their performance target more specific and more comprehensive by the members of their organization, and will help the implementation and performance in their organization learning process.

並列關鍵字

organizational learning ； medical service quality

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