旅台外籍人士就醫期望、就醫感受與整體滿意度關係之探討

Foreigner Expectations, Perceptions and Satisfaction with Taipei Medical Services

蕭菁(Jing Hsiao) ； 陳建和(Chien-Ho Chen) ； 譚慶鼎(Ching-Ting Tan)

《醫護科技期刊》 11卷3期 (2009/09) Pp. 159-170

https://doi.org/10.6563/TJHS.2009.11(3).3

摘要

隨著全球國際化的發展及跨國就醫的趨勢，醫療服務國際化已成爲國家發展政策之一。要開發此目標市場，醫療機構需提供符合病人需要的醫療服務。隨著消費者意識抬高及醫療產業的競爭，病人滿意度已成爲測量醫療服務的重要工具。本研究針對某國際特約門診外籍人士爲目標群，探討其就醫期望、就醫感受，及分析就醫感受與整體滿意度之關係。研究方法以結構式問卷進行資料收集，經由文獻、實務上的特性及專家意見，發展出測量的工具，就醫期望及就醫感受的構面爲可近性、等候時間、醫師特性、醫事人員態度、機構等，共發出182份問卷，有效問卷爲80份，回收率爲44%。研究結果顯示，就醫感受與就醫期望構面平均值最高分的皆是醫師特性，平均值最低分也皆是可近性。就醫期望與就醫感受平均值有差異，醫師特性構面之就醫感受與整體滿意度、回診意願與推薦他人意願皆具有顯著正向關係。本研究結果可提供醫療機構管理者改善服務策略的參考，以發展出適合外籍人士的醫療服務。

關鍵字

就醫期望 ； 就醫感受 ； 滿意度 ； 外籍人士

並列摘要

A growing number of patients worldwide are seeking medical services outside of their own countries. As Taiwan boasts a high standard of medical service, the Taiwanese government has been actively promoting medical tourism. To attract the target group, providers must adapt services to suit patient needs. The growing emphasis on consumerism makes patient satisfaction a key measure of health care performance. This study explored patient expectations, perceptions, and satisfaction with medical services specifically intended for foreign patients. A questionnaire was developed through literature review and interviews with clinical specialists. The dimensions for both expectations and perceptions included accessibility, facilities, waiting time, the professional manner of the doctor, and the professional manner of staff. Out of 182 questionnaires distributed to patients treated in the International Outpatient Clinic of a Taipei medical center, 80 valid questionnaires were retrieved (44% response rate). The survey revealed an overall service quality gap between patient expectations and perceptions. The results show that the 'professional manner of doctor' dimension received the highest scores for both expectations and perceptions. 'Accessibility' received the lowest scores for both expectations and perceptions. 'Professional manner of doctor' was significantly associated with satisfaction, revisits, and recommendations. Although meeting all patient expectations is neither feasible nor desirable, increased focus on the professional manner of doctors may increase patient satisfaction. These findings can benefit health care providers who wish to attract international clients by providing an appropriate service.

並列關鍵字

Expectations ； perceptions ； satisfaction ； foreigners

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衛生署推動保健旅遊試辦計書

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