門診服務品質、病患情緒與醫病關係品質關聯性之研究—以某精神科教學醫院為例

A Study on the Relationship among Service Quality, Patient’s Emotion and Physician -Patient Relationship Quality—The Case of a Mental Teaching Hospital.

林珈羽(Chia-yu Lin)

指導教授 ： 徐茂練

朝陽科技大學/管理學院/企業管理系/碩士(2012年)

摘要

隨著時代的進步，人們為了在這競爭激烈的社會生存下去，莫不盡全力在各方面力求表現，因此，在如此高度壓力的情況下，許多身心方面的疾病便應運而生，受影響的族群廣泛遍及各年齡層，若是輕乎其影響力，所需付出的社會成本將會是一大浪費。各級醫療院所也體認到這股趨勢，因此陸續設立身心科相關門診服務，希望能提供更多元的服務。身心疾病的患者對於情緒的感知是較為敏感的，因此本研究希望瞭解服務品質與醫病關係品質間的關聯，是否會受到病患本身情緒的干擾，依此目的，本研究以問卷調查的方式以中部某精神科療養院門診病患為對象進行調查分析，共發放722份問卷，回收有效問卷600份，回收率為83.1％。問卷內容包括了服務品質重視度與實際感受、醫病關係品質、忠誠度、個人情緒狀態與基本資料。分析方式包括依照病患個人背景不同，對研究模式中各構面的差異性分析，再以迴歸分析法探討研究架構各構面間的關係。並針對IPA分群方式中的四個族群，進行情緒的干擾分析。分析之後可知服務品質與醫病關係品質對忠誠度會有正向的影響，服務品質對醫病關係品質亦為正向影響，且醫病關係品質是服務品質與忠誠度關係的部份中介因素；另在情緒的干擾效果方面，結果顯示三種情緒對以IPA分群後的各族群各有其干擾效果。依照研究分析所得之結果，瞭解迫切需要改善的方向，並提出有關規劃門診病患互動的具體建議，提供病患更為貼心與適切的服務。

關鍵字

醫病關係品質 ； 服務品質 ； 情緒狀態

並列摘要

As the times progress, in order to survive in this severe competitive society, people have tried hard to perform themselves the best in every aspect. Therefore, under such status of high-pressure, the ill on both their body and mind has then arisen and those who have been affected can be found in every age. If we ignore its influence, the social cost will become a great waste in the future. The medical personnel at the clinics and hospitals have also realized such trend and have continually established both physical and psychological clinic services so as to provide more diversified services. Patients with both on their body and mind are more sensitive to emotional perception than normal people. For this reason, the study expects to know if the connection between service quality and patient-physician relationship quality will be interfered by the patients’ emotion itself. Consequently, the study has carried out a survey analysis by questionnaire targeting on the patients of a psychiatric center in central Taiwan. The content of the questionnaire includes the expectation and their real affection of the service quality, the quality of patient-physician relationship, loyalty, individual emotional status and basic information. We perform variation analysis on each dimension of the study model according to the individual different backgrounds of the patients and then investigate the relationship among the variables of the study by regression analysis. Besides, we carry out an interfering analysis in object to the four groups in IPA clustering. After such analysis, we find that the service quality and the quality of patient-physician relationship has positive influence on their loyalty as well as the service quality also has positive influence on the quality of patient-physician relationship. In addition, the quality of patient-physician relationship has become a partial mediated factor between the service quality and loyalty. As to the moderating effect caused by the emotion, we have got a result that three kinds of emotion have become the moderating factor of the service quality and the physician-patient relationship for the groups clustering by IPA analysis. Based on the results of analysis, we realize the direction of the improvements urgently required, and we have proposed solid suggestions on clinic patients’ interaction for providing more considerate and proper services.

並列關鍵字

Service Quality ； Emotion Status ； Physician -Patient Relationship Quality

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