衛生所醫療業務委外滿意度之研究－以桃園縣楊梅鎮衛生所為例

Researching on Satisfaction of Public Health Center Medical Outsourcing－Yangmei Public Health Center in Taoyuan County as an Example

陳全通(Chuan-Tung Chen 陳全通)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2007年)

摘要

本研究主旨即在探討衛生所醫療業務委外，服務品質對整體滿意度之影響，經問卷調查、統計分析的過程，瞭解楊梅鎮衛生所醫療服務的現況，以及這些因素之間的影響關係；並根據本研究的待答問題與資料分析的驗證，提出以下研究的結果：
一、服務品質對醫療人員服務滿意度有顯著影響。
二、服務品質對流程手續滿意度有顯著影響。
三、服務品質對醫療環境滿意度有顯著影響。
四、服務品質對門診項目滿意度有顯著影響。
五、服務品質對整體的滿意度有顯著影響。
根據研究的結果，提出以下之建議，作為強化衛生所未來服務功能之參考：
一、楊梅衛生所委託天成醫院辦理醫療門診業務，經研究樣本滿意度調查結果，有91.1％民眾對於醫療門診業務持滿意的態度，故未來此衛生所醫療門診模式在楊梅鎮運作是可行的。但衛生所辦理的基層醫療功能必需定位清楚且強化宣導，原因是一般民眾認為衛生所僅提供健檢及預防接種服務，故未來衛生所門診可以朝向健康檢查、預防接種、健兒門診及老年慢性病服務的功能為主。
二、由於目前一般民眾到使用衛生所服務的比率並不高，而且尚有16.7％民眾並不知道目前衛生所醫療業務已委託天成醫院承辦，故未來可以在加強衛生所已委託天成醫院辦理的社區宣導工作。
三、加強衛生所位置的宣導。許多民眾仍不太清楚衛生所位置，自然會降低民眾的利用度。故可以運用衛生所提供社區預防保健服務或地段護士進行社區訪視時，利用口語或海報、單張等方式加以宣導衛生所的位置及交通方式。
四、增加衛生所交通的便利性。僅有14.6％民眾覺得到衛生所交通方便，但仍有多數民眾覺得不方便或不知道，目前衛生所的地點較過去的舊址離鎮中心更偏遠，故未來應加強交通便利性，以增加就醫的可近性。
五、縮短掛號及候診時間，讓醫療流程更順暢。曾經到過衛生所使用醫療服務的民眾對衛生所感到滿意，此部份是民眾對衛生所的肯定。但其中滿意度較低的是掛號及候診時間。未來，此部份衛生所可以再與天成醫院的醫療行政人員協調整體醫療服務流程的機制，如：增加診間、人員等，讓民眾可以節省到衛生所的醫療服務時間。

關鍵字

服務品質；滿意度；醫療門診；業務委外；衛生所；醫師

並列摘要

The main idea of this research is the effective on quality of services when a Public Health Center looking for an outsourcing provider. After analyzing the statistics and survey reports on Yangmei Public Health Center, concluded as following:
1.The quality of service on medical personnel has greatly influence.
2.The quality of service on medical procedures has greatly influence.
3.The quality of service on medical environment has greatly influence.
4.The quality of service on policlinic has greatly influence.
5.The quality of service on overall satisfaction has greatly influence.
According to the result of this researching, there are some recommendations for improving Public Health Center’s future services:
1.After the Yangmei Public Health Center has been commanded its medical policlinic to Ten-Chen medical Group, the 91.1% of people have positive satisfaction on the policlinic – based on analyzing sampling satisfaction surveys. As the result, in Yangmei Public Health Center, it is doable for policlinic worked as outsourcing. However, the basic medical services hold by Public Health Center, must have clearly and stronger advertisement. This is because many citizens thought that the Public Health Center only provides health examination and inoculation services. Therefore, the Public Health Center should provide major services such as health examination, inoculation, policlinic for children, and senior chronic disease inspection in the future.
2.People rarely use the Public Health Center’s medical services, because there are 16.7% of people still don’t know the Public Health Center has commanded medical services to Ten-Chen medical Group. As the result, Ten-Chen medical Group could reinforce on community advertisement.
3.Reinforce on the Public Health Center location publication. Many people do not clearly understand the location of the Public Health Center, so the population of using Public Health Center services will be decreased. We can use words, placards, or posters to advertise the location of the Public Health Center when the Public Health Center is holding community health services or during nurses visiting local community.
4.Increase convenient transportation to the Public Health Center. There are only 14.6% of people felt the transportation to the Public Health Center is convenient; many people don’t even know the location or think it’s inconvenient. The present address of the Public Health Center is farther form downtown than it used to. Thus, it is necessary to develop convenient transportation for people to seek medical services.
5.Shorten the time in register and waiting time of the medical procedure to smooth the medical services. Most people gave good feed back after visiting the Public Health Center for medical services. However, the register and waiting time have the lowest satisfaction. In the future, the Public Health Center can reorganize the procedure of medical services with Ten-Chen medical Group in order to save time when people getting medical services. For example, increase clinic, doctor, or staff.

並列關鍵字

Quality of service；Satisfaction；Medical policlinic；Outsourcing；Public Health Center；Doctor

參考文獻

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