國軍醫院門診滿意度之分析-以國軍高雄總醫院左營分院為例

An Analysis of the Satisfaction of Outpatients in the National Military Hospital-Taking the Left Camp of the Kaohsiung General Hospital of the National Army as an Example

溫智堅(Zhi-Jian Wen)

指導教授 ： 劉鴻陞 ； 林志學

義守大學/管理學院/公共政策與管理學系/碩士(2019年)

摘要

自民國84年施行全民健康保險以來，造成國內醫療的環境重大的改變，國軍醫院面臨大環境嚴峻的條件下，使得國軍醫院與其他同型醫院面臨前所未有的競爭與挑戰。以往，國軍醫院是軍人或軍眷唯一的選擇，自民國九十年起軍人及軍眷等族群納入全民健保後，軍人及軍眷亦可至其他類型醫院就醫接受診療，造成國軍醫院經營程度相當大的衝擊。如何維持病患回診及增加新病患到院就診，改善國軍醫院醫療品質、服務，提供病患更好的醫療環境及照護，減少原有的流失，甚至更進一步招攬民眾病患，增加醫院營運，已成國軍醫院努力的目標之一。
本研究是以國軍醫院之病患及軍人為對象，透過問卷調查來評量病患對國軍醫院之病患滿意度之研究。以背景變項分析病患滿意度的結果，提供醫院決策者之改善與精進。

關鍵字

國軍醫療體系 ； 醫療服務品質 ； 服務滿意度

並列摘要

Since the implementation of universal health insurance in the Republic of China in 1984, it has caused major changes in the environment of domestic medical care. Under the conditions of severe environmental conditions, the National Military Hospital has faced unprecedented competition and challenges with the National Military Hospital and other similar hospitals. In the past, the National Military Hospital was the only choice for military personnel or military sergeants. Since the military and military squads in the Republic of China have been included in the national health insurance system, military personnel and military sergeants can also go to other types of hospitals for medical treatment, resulting in the operation of the National Military Hospital. A considerable degree of impact. How to maintain patient return and increase the number of new patients to the hospital, improve the medical quality and services of the National Military Hospital, provide better medical environment and care for patients, reduce the original loss, and even further recruit people's patients, increase hospitals Operation has become one of the goals of the National Military Hospital.
This study is based on the investigation of patients and soldiers in the National Military Hospital, and through questionnaires to assess the patient's satisfaction with the hospital's patient satisfaction. The results of patient satisfaction were analyzed by background variables to provide improvement and improvement of hospital decision makers.

並列關鍵字

National Military ； Medical SystemMedical Service Quality ； Service Satisfaction

參考文獻

一、中文部分

1.王美惠、陳瑞龍（2006），醫院服務品質之探討-以花蓮地區之醫院為例。35-55。

2.尹衍樑（1983），就醫態度與轉院行為關係之研究，台大商研所之碩士論文。

3.石曜堂（1978），醫療品質評估，醫院雜誌，第11卷第2期，頁106-109頁。

4.朱永華（1995），醫院服務知覺品質與病患滿意度之關係研究，碩士論文，成功大學企業管理研究所。