某醫學中心住院病患服務品質满意缺口模式之探討

An Approach to Modeling of Satisfaction Gap for Inpatient Care in a Medical Center

吳鈴珠(Ling-Chu Wu) ； 吳雪馥(Hsueh-Foo Lin)

《醫療品質》 4卷1期 (2009/06) Pp. 20-32

https://doi.org/10.29759/HQ.200906.0003

摘要

依據病友個別需求開發具附加價值之住院醫療服務，已為醫院經營重點。本研究結合Donabedian『結構－過程－結果』與Parasuraman等提出之「服務品質模式」（即PZB模式）為研究架構，進行實證資料蒐集，以因素分析結果建構一個案醫院住院醫療服務品質滿意度缺口模式，五構面命名為住院單位環境、護理站作業流程與適切性、醫療專業性、臨床照護及醫療環境設施。進而探討住院病友人口學特性對此模式各構面是否具顯著性影響，結果顯示不同類別病房、是否居住於個案醫院所在城市及有無配偶之族群分別對醫療專業性、住院單位環境、護理站工作流程與適切性、及醫療環境設施之滿意度有顯著性差異。再腦力激盪以KJ法對該個案醫院之臨床工作人員進行問題原因與對策之意見調查與整理，並以關連圖與系統圖分析，顯示醫院經營近程策略宜著重於簽床與外包管理規畫，以提升個案醫院住院病友之滿意度。

關鍵字

住院醫療 ； 服務品質 ； 滿意缺口

並列摘要

This paper integrates concepts of service quality, Donabedian model, PZB model and interviews with experts in medical care/hospital management to build a framework on the influencing factors of satisfaction gap for inpatient. Data is collected through a survey of large-scale medical center that are actively involved with research and development in medical care. Five dimensions of service quality were constructed as environment of inpatient unit, competency and workflow of nurse station, profession of medical personnel, patient caring and facility of hospital by Factor Analysis in this study. The findings reveal that a patient staying in a single room has a higher degree of satisfaction with profession of medical personnel than one staying a double bed room; a married patient has higher degree of satisfaction with environment of inpatient unit than one who is single. A patient who lives outside of the city where the hospital is located has higher degree of satisfaction with competency and work flow of nurse station, profession of medical personnel and facility of hospital than the one who lives within the city. KJ method, Association diagram, System diagram and L matrix diagram were also used to qualitatively analyze the causes and possible improvement guidelines for these critical satisfaction gaps.

並列關鍵字

Inpatient Care ； Service Quality ； Satisfaction Gap