長春醫院老人免費健康檢查－傾聽顧客聲音

The Free Charge of Physical Examination for Elders in Changchun Hospital: Listening to the Clients' Voices

張淑青(Su-Ching Chang)

《德明學報》 35卷2期 (2011/12) Pp. 9-13

https://doi.org/10.29710/JTC.201112.0002

摘要

本個案描述一家頗富盛名綜合教學醫院－長春醫院管理部門的林組長，聽取曾正義抱怨在老人免費健康檢查時，遭遇了排隊等待的差別待遇，突顯出媒體所報導「問診三分鐘，排隊等候大半天」之十大醫療民怨及醫療服務品質的問題，可引導學生在討論過程中，探索與學習相關的管理理論與實務。

關鍵字

公平 ； 服務等待 ； 服務品質 ； 顧客滿意

並列摘要

This case described that Mr. Lin, a chief person of management department in a famous hospital; he listened to Mr. Tsang, a client who complained the unfair experience of waiting in line on free charge of physical examination. This situation exposed what the media had reported-one of ten medical grievances ”an inquiry takes three minutes; while waiting in line takes half a day was required.”, and also showed the medical service quality problems. This case could guide the students to join in discussing and learning or exploring the management theory and practical implications.

並列關鍵字

Equity ； waiting for Service ； service quality ； satisfaction