人口特性、生活型態與醫療價值之關聯性：以中部某區域醫院為例

論文摘要近年來，台灣地區的醫療產業已明顯趨向以病患為導向的醫療服務，醫療保健消費者選擇對自己最有價值的產品及服務，是所有醫療服務提供者必須體認與面對的事實。因此，如何明瞭醫療產品及服務內容在病患認知中的重要程度與體驗後的滿意程度為何，將是醫療服務提供者的當務之急。國內有關以人口特性及生活型態探討病患滿意度的實證研究非常豐富，然而其滿意度內容多無病人安全議題，難符醫院管理脈動。本研究以中部某區域醫院的病患為研究對象，探討醫療品質、病人安全、醫療成本等醫療價值因素對病患的重要度與滿意度。研究結果發現：（1）人口特性與生活型態對醫療價值因素的重要度及滿意度，部份達統計上的顯著性差異及預測性效果；（2）受訪者對個案醫院之期望服務與實際感受服務間呈顯著性差異；（3）就醫完成的受訪者與就醫當中的病患對醫療價值因素滿意度呈顯著性差異。最後，透過IPA重要-績效分析法與 PZB 服務缺口模型理論，針對研究結果提供建議方案，期做為醫療院所管理上之參考。

關鍵字

健康照護；生活型態；醫療價值；滿意度

並列摘要

Abstract The environment of healthcare industry in Taiwan is evidently moving toward patient-oriented and providing the most valuable products and services to which all healthcare service providers must accommodate. Consequently, it is important for healthcare service providers to understand the importance and satisfaction of the products and services valued by patients. There are many inquiries in literature on the effects of patients’ demographic attributes but they rarely touch the issues of patient safety in patient lifestyles and satisfaction, an important trend in hospital management. This thesis thus intends to use a group of patients of a regional hospital in central Taiwan to explore their life styles and perception of medical value factors of healthcare quality, patient safety and medical costs in terms of importance and satisfaction. The conclusions find that: (1) respondents’ demographic attributes and life styles are partially related to medical value factors in terms of importance and satisfaction; (2) significant difference exists between individual hospital’s expected service and respondents’ actual feelings; and (3) the respondents who have completed hospital visit and those who are receiving hospital care are significant different in satisfaction-related medical value factors. Based on Importance-Performance Analysis and PZB models of service quality, recommendations are finally provided for healthcare management. Key words: Healthcare, Lifestyles, Medical Values, Satisfaction