- 學位論文
個案管理師人格特質與病患醫療消費體驗之相關性研究
The Study of the Relationship between Personality Character of Clinic Case Manager and Patient Expenditure Experience
摘要
發展以「病人」為中心的個案管理模式在被證實節省醫療花費及提升照護品質有具體成效後，近年來已被廣泛運用於醫療照護體系中。個案管理師是個案管理的靈魂人物，更是醫療專業團隊與病患之間重要的橋樑。其所提供的服務，將深深影響患者對於醫療消費體驗的滿意度。因此，如何選擇一位合適的個案管理師，對於醫療照護機構在人力資源管理面向而言，相形顯得非常重要。且已有愈來愈多的實證研究發現，人格特質確實會影響到個別的工作績效(Tett et. al, 1991；McDaniel & Frei, 1994；Caligiuri, 2000)。本研究採用戈登人格特質量表中八大項目探討個案管理師的本質並進一步分析其管理下的個案醫療消費滿意度的相關性。 本研究係採用問卷調查法，以中部某地區醫院的個案管理師共計16名完成受訪，疾病管理的個案採隨機抽樣，每位個管師各選取20名病患，其中1人僅收樣17名病患，總計完成受訪病患數為317位。 研究結果發現：1.擁有小心謹慎及高度責任感的人員是擔任個案管理師重要的人格特質。2. 病患的醫療消費體驗滿意在情感構面獲得最高分，顯示在個案管理師單一窗口的模式下，可與病患培養良好的情感間接影響病患的留院治療意願。3. 但其中情緒穩定該項人格特質與醫療消費體驗卻是顯著負相關，代表個案管理師情緒穩定度越高，病患對於醫療消費體驗的滿意程度越低；由於疾病類別及病人屬性還有個案被管理的時間長短及 個管師任職的時間長短有可能影響該項結果，因此可考慮再作進一步分析。此外，由文獻可以發現機構可以透過「情緒管理」的教育訓練，增加員工自我的情緒控制，進而增加醫療服務滿意度。
並列摘要
“Patient as central” in case management pattern was confirmed that it saves the medical expenditure and promotion the quality. The concrete result has widely been utilized in recent years in the medical service system. The case manages is the inspirational figure important bridge between the medical specialized team and sickness. Its provides will deeply affect the patient degree of satisfaction of medical expense experience. Therefore, how to choose an appropriate case manager to face the human resources management is very important. And more and more empirical study discovery was showed the personality special characteristic truly will affect the individual work achievements(Tett et. al, 1991；McDaniel & Frei, 1994；Caligiuri, 2000)。 This research uses the Gordon personality special characteristic meter by eight big project to discuss case management essence and further analyzes its medical service expense degree of satisfaction relevance. This research uses the questionnaire survey procedure, total 16 manages to complete is interviewed. The disease manages picks by random sampling, each manages selects 20 sickness, but 1 person only receives 17 sickness. The grand total interviewed sickness number is 317.The findings is following: 1. The careful and the sense of responsibility personality is highly important special characteristic. 2. Sickness medical expense experience satisfaction obtains the highest score in the emotion construction surface, demonstrated that in the sole window under the pattern. It may remain the treatment wish with sickness to the good emotion indirect influence sickness. 3. But the stable mood of this personality special characteristic and the medical expense experience is actually the remarkable inverse correlation. The manages mood stability is the higher case to the medical expense experience''s satisfaction. The time length of disease category and the patient attribute also have the possibility to affect this result. Therefore, it may consider that the further analyzes, by the literature, may discover the organization to penetrate “the mood management” by the education and training. To increases the control of staff mood isto increases the medical service degree of satisfaction.