應用IPA模式探討醫學檢驗服務品質之研究

Applying IPA Model to Explore the Quality of Medical Laboratory Services

庄珊珊(SAN-SAN CHONG)

指導教授 ： 孟麗榮 ； 賴雯玲

中山醫學大學/醫學科技學院/醫學檢驗暨生物技術學系/碩士(2019年)

https://doi.org/10.6834/CSMU201900040

摘要

隨著社會變遷、醫療科技的進步、生活品質及教育水準的提昇，大眾對於醫療服務品質的要求也日益提高。為了提高醫學檢驗服務品質，臨床檢驗服務提供者必須定期的評估與持續改善其服務品質以符合服務使用者的期望與需求。本研究採用問卷調查法針對不同對象（門診病患、醫生及護士），應用重要性-表現分析法（importance-performance analysis，簡稱IPA），探討三種對象對於醫學檢驗服務品質的重要性認知及滿意度，瞭解對於醫學檢驗服務品質要優先加強的部份，作為品質改善的參考。在16個針對門診病患的服務品質項目中，有5個落在第二象限：加強重點改善區（重要性高但滿意度低）；14個針對醫生的服務品質項目中，有3個落在第二象限；8個針對護士的服務品質項目中，有1個落在第二象限。依據研究結果，針對這些落在第二象限的服務品質屬性提出有效的改善建議，期望透過持續改善服務品質，提高病患及醫護人員的滿意度，使醫學檢驗發揮最大的作用與價值！

關鍵字

重要性-表現分析法 ； 醫學檢驗服務品質 ； 滿意度

並列摘要

As a consequence of social changes, progress in medical technology, improved quality of life and educational standards, public demand for better medical services has increased. In order to upgrade the quality of medical laboratory, medical laboratory service providers have to be regularly evaluated and continuously improved in order to meet the expectations and needs of service users.
In this study, a questionnaire survey is conducted on outpatients, physicians and nurses. Then, important-performance analysis (IPA) is carried out to understand their recognition of importance and satisfaction with the quality of medical laboratory services. obtain their views on medical laboratory services that need prior improvement, which serve as a good reference for medical lab. The results indicate that the responses to five of the 16 questions associated with outpatients, the responses to three of the 14 questions related to physicians, and the response to one of the eight questions concerning nurses fall in the second quadrant : Concentrate Here (high importance and low satisfaction).
Based on the above results, suggestions for effective improvements of the quality of services included in the second quadrant are presented in this paper in the hope of increasing the satisfaction of both patients and medical personnel through continuous improvement of service quality, so that the quality and value of medical laboratory can be maximized.

並列關鍵字

Importance-performance analysis ； Quality of medical laboratory services ； Satisfaction

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