- 學位論文
整合AHP及品質工具建置門診病患檢驗流程之改善
To improve the examination procedures of the outpatient in medical laboratory by integrating AHP and quality tools
摘要
在面對激烈的競爭的環境下，加上台灣健保制度的重重限制，醫療產業亦面臨經營的危機，由於消費者意識日益抬頭，加強病患服務滿意度，維持良好之醫病關係，近來已成為各醫療院所之重要議題。醫院高層決策者於觀念上亦有了重大的變化，即以企業化的管理方式與精神來經營，加強效能與效率，以達到提昇醫療服務品質的目的。 而醫院是由許多醫療服務單位所組成，除了各臨床診療單位外，醫事技術部門亦佔了整體醫療服務重要之一環，為了讓各層級之部門能提供最適切之醫療服務，本研究利用親和圖，針對門診病患進行檢驗服務品質滿意度之調查，彙整出民眾所重視的品質要素構面，並將後續研究蓋分為三個階段進行：第一階段為進行問卷調查，分別利用 Kano 二維品質模式找出以病患滿意為基礎的門診檢驗服務品質的重視程度排序，及層級分析法 (analytic hierarchy process, AHP)計算出各要素間重要程度所得之排序；第二階段依 Kano 二維品質模式及 AHP 排序結果之比較，決定導入品質機能展開之要素；第三階段整合品質機能展開法 (quality function deployment, QFD) 與失效模式與效應分析 (failure mode and effects analysis, FMEA) ，將失效原因及負面意見有效的回饋至品質機能展開法的架構中。期望能透過上述品質改善之工具，有效整合病患需求與醫事技術部門之臨床服務，進而提升醫療服務品質，以強化整體競爭力。
並列摘要
In nowadays competitive environment, in addition to several restrictions caused by the policy of national health insurance, medical industry is taking the risk in operation. Because the consumers are ruling the market, it is becoming the most important issue to increase the satisfaction of service and to maintain the relationship between medical staff and patients. The decision makers in hospitals even changed their mind, that is, starting to manage the hospitals in a industrial way, with the management tools of industry and entrepreneurship, in order to enhance effectiveness and efficiency. By these, the purpose of improving the quality of medical care service can be fulfilled. The organization of hospital consists of many medical care departments. Besides the clinical unit to make diagnosis, medical technology laboratory plays a significant role in healthcare service. In order to provide the most appropriate medical service, this research utilizes affinity diagram to investigate the satisfaction of quality of the medical laboratory service for the outpatients and points out the framework of quality issue that people concern. The following study is divided into three stages to be proceeded. The first stage, the study uses Kano’s model to find out the important sequence of quality significance of medical examination service based on the patient’s satisfaction and applies analytic hierarchy process (AHP) to count out the sequence of significance for each quality issue. The second stage, according to the sequence of the results of comparing Kano’s model and AHP, decides to introduce the issue of quality function deployment (QFD). The third stage, we utilize the integration QFD and failure mode and effect analysis (FMEA) to conduct the causes of failure and negative feedback into the structure of QFD. By using the tools for improving quality, we expect to effectively meet the demand of the patient and the service quality of medical laboratory that mentioned above, even more promote the quality of the clinical service and strengthen the entire competitiveness of medical care.