現今醫療資源的供過於求,醫療機構復健部門之間的競爭日益激烈。醫療院所復健部門欲提升競爭力,增進醫療專業技術品質、改善患者病情,已非唯一目標,如何強化部門服務品質,則為另一重要之目標。目前,關於醫療機構其他部門在如何提升服務品質之研究已有多位學者專家提出,卻仍未有針對醫療院所復健科來建立其服務品質指標。 本研究藉由「德爾菲法」彙整出復健科服務品質之指標,再運用「層級分析法」計算出服務品質指標之權重,建立其復健科服務品質指標權重體系,以提供醫療院所復健科強化服務品質之參考。 本研究實施兩次德爾菲問卷獲得一致性與集中性的結果,針對復健科服務品質指標建構出六項二級指標、二十九項三級指標。實施層級分析法獲得二級指標項目的權重依序為:醫療人員的專業能力表現、醫療人員對病患的關懷程度、醫療人員與病患的互動、部門的環境及設施、醫療人員的禮儀表現、部門的行政措施。
In today's competitive health care industry, it becomes an important issue to improve the service quality for hospitals. The rehabilitation department of healthcare organization is facing the great competition as well .But no researches development of service quality are have been studied. Therefore, our study is to develop proper indicators for the evaluation of service quality for rehabilitation department of healthcare organization. The indicators were constructed by using Delphi Method survey of the rehabilitation department mangers and professional experts in rehabilitation field. After using the analytic hierarchy process, we can illustrate the relative importance among those indicators. Delphi questionnaires have been conducted twice in this research, and 6 second-level indicators and 29 third-level indicators on the service quality index of rehabilitation department have been consistently established. Furthermore, analytic hierarchy process (AHP) method is applied to calculate the weighting of each indicator. The priority order of these 6 second-level indicators are the service quality index of rehabilitation department results, the therapist's professional knowledge, the care of therapists for patients, the interaction between therapists and patients, the environment of rehabilitation department, the therapist's manners and the administration measures of rehabilitation department