醫療服務之價值要素與病患忠誠度之探討

本研究主要透過Almquist, Senior and Bloch (2016)所提出的價值要素作為研究方法，並以質性研究、問卷發放以及深度訪談的方式，以了解病患與醫療人員認為醫療服務應提供的價值要素為何，並加以分析及彙整各項價值要素對於醫療服務的意義與重要性，並提出透過醫療服務有助於提升病患忠誠度的建議方案。研究結果發現，對於多數病患及家屬而言，最關心的是醫療服務所提供的資訊(衛教資訊)、健康(醫療服務的基本要求)、品質 (醫療服務的品質)等價值的基本滿足，其次則為多樣化 (自費項目及完整的醫療資源)、減少焦慮(降低負面情緒發生)以及聯繫與歸屬 (醫病關係)等價值的發展，方能使得醫療服務更為完善。最後在建議方案的部分，本研究則提出「優先重視」、「優先強化」、「具有潛力」等三大發展方向，以作為醫療服務在「基本功能及效果的維護」、「強化與其他醫療機構的服務差異性」以及「達到永續發展之願景」等發展方向的建議。

關鍵字

醫療服務；病患忠誠度；價值要素

並列摘要

This study tried to figure out what the elements of value are which the patients and medical staff think and to analyze and consolidate the significance and importance of the elements for medical service and to put forward proposals that help improve patient loyalty through medical services. Hence, it used the qualitative research, questionnaire distribution and in-depth interviews according to the research by Almquist, Senior and Bloch (2016). The study found that for most patients and their families, the most important thing is the information (health education information), health (basic requirements for medical services), and quality (quality of medical services) which meet the basic satisfaction of value. The second is the development of variety (self-funded projects and complete medical resources), reducing anxiety (reducing the occurrence of negative emotions), and affiliation and belonging (doctor-patient relationship) and the medical services will be improved. Finally, in the part of the proposed plan, this research puts forward three development directions: "priority", "priority enhancement", and "potential", as medical services in "maintenance of basic functions and effects", "enhancing the differentiation with other medical services" and "achieving the vision of sustainable development ".