牙齒矯正滿意關鍵要素之研究

隨著時代的進步和社會經濟的繁榮發展，人們對醫療產業的需求越來越高。齒顎矯正科是牙科的次專科，因屬自費醫療項目，所以患者相對要求就會較高，服務品質的提升亦相對較為重要。齒顎矯正除了咬合功能的改善外，甚為重視的是美觀性。但患者的期待常與認知產生較大的差距，而使滿意度下降，甚至衍生出醫療糾紛。因此本研究的目的就是要找出會影響患者牙齒矯正的滿意關鍵要素。本研究利用文獻及研究者多年的實務經驗，而發展並提出以有關於牙齒矯正的20項專業性關鍵要素和10項非關專業性的關鍵要素，混合排列成共30項的關鍵要素，並稱之為「楊氏牙齒矯正滿意度量表」。以此進行相關的實證研究，獲知一些可供學術界與實務界參考的意見。而這些研究結果，將有利於相關醫師在知情同意的製作及與患者做牙齒矯正前分析，能規劃需要溝通的內容，進而提升滿意度，減少不必要的醫療糾紛，且能作為相關醫學教學上的參考，進而提升整個齒顎矯正醫學的發展而造福人類。

關鍵字

齒顎矯正；滿意關鍵要素；專業性關鍵要素；非關專業性關鍵要素；楊氏牙齒矯正滿意度量表

並列摘要

With the process of time, progress of social and economy status, Men’s demand for high quality of medical service arises. Orthodontics, a specialty field of dentistry where treatment is not covered by medical care but pay at one’s own expenses. Thus orthodontic patient are more demanding consequential to an increase quality of service. Orthodontic treatment not only improves occlusal function but moreover is its esthetic outcome. However, if patient’s expectation exceeds the limitation of the treatment which may cause decrease in satisfaction and even result to medical dispute. The purpose of this research is to find the key factors influencing patients’ satisfaction. This research uses reviews and researcher’s many years of experience as base to develop 30 key factors of satisfying orthodontic treatment. This researcher calls it “Yang’s orthodontic satisfying scale” which include 20 professional key factors and 10 non-professional key factors during orthodontic treatment. With the result of this research, it will provide medical practitioner future reference. The result will help dentist provide a well-organized treatment plan to satisfy patients expected outcome prior to orthodontic treatment. In this way, lessen possible medical dispute and provide an over-all progress of orthodontic treatment in the future.

並列關鍵字

Orthodontics ； satisfaction ； quality of service ； professional key factor ； non-professional key factor ； Yang’s orthodontic satisfying scale

參考文獻

Sam Sheng-Pin Hsu,Yu-Kun Chih(2012),”The investigation on Medical Dispute of Clinical Orthodontic Practice in Taiwan-A Preliminary Study,” Journal of The Taiwan Association of Orthodontists,24(1)15-23

Carr AJ, Gibson B, Robinson PG.(2001),”Is quality of life determinded by expectation or experience?” BMJ 322:1240-3

Baker SK.(1998),”Managing patient expecations. The art of finding and keeping loyal patients,” Jossey-Bass:A Wiley Imprint, San Francisco:Jossey-Bass,p281

Freund J, Krupp G, Goodenough D, Preston LW.(1971),”The doctor-patient relationship and drug effect,” Clin Pharmacol Ther 13:172-180

Haywood-Farmer, John(1988),”A Conceptual Model of Service Quality,”, Int J of Operations & Production Management 8(6):19-29

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牙齒矯正滿意關鍵要素之研究

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