不同醫療服務體驗對醫病關係的影響

The Impact of Different Types of Medical Experiences on the Relationship between Healthcare Providers and Patients

翁瑞宏(Rhay-Hung Weng) ； 林永宗(Yung-Tsung Lin) ； 黃金安(Jin-An Huang) ； 黃靖媛(Ching-Yuan Huang) ； 林佩蓉(Pei-Jung Lin)

《組織與管理》 5卷1期 (2012/02) Pp. 43-78

https://doi.org/10.6792/OM.201202.0043

摘要

本研究目的為以策略體驗模組探討醫院門診病患在醫療服務過程中所產生的體驗對醫病關係的影響，研究者採橫斷面研究法，並以問卷調查方式來測量樣本之醫療服務體驗、醫師關係品質與醫院關係品質，研究樣本為南部某區域級教學醫院之門診病患，總計有效樣本為500份，有效問卷回收率為66.49%，在檢驗無反應偏差、共同方法變異與問卷信效度後，以階層迴歸模式進行驗證。研究結果顯示，門診病患之情感體驗認知及關聯體驗認知程度皆對醫師關係品質有顯著的正向影響，且以情感體驗認知的影響最大；而情感體驗認知、關聯體驗認知及感官體驗之重要性，皆對醫院關係品質具顯著正向影響，其中，又以關聯體驗認知的影響最大。由於情感體驗認知與關聯體驗認知皆為醫病關係品質之共同影響因子，本研究建議醫療機構管理者在擬訂策略時，可妥善結合情感及關聯體驗，以提升醫病關係品質。

關鍵字

服務體驗 ； 醫病關係 ； 關係品質 ； 策略體驗模組

並列摘要

The study adopted the Strategic Experiential Modules to explore the impact of different experiences on the relationship between healthcare providers and patients in the outpatient services context. We applied a cross-sectional design and adopted questionnaire survey approach to measure different types of medical experiences, patient-physician relationship quality, and patient-hospital relationship quality. This study aimed at the outpatients of a Regional Teaching Hospital in South Taiwan. During the process of data collection, 500 questionnaires were valid and the response rate was 66.49%. After testing the reliability and validity of research data, we used descriptive analysis, correlation analysis, confirmatory factor analysis and multiple regression analysis to do further analysis. Results showed that perceptions of feel and relate experience had significantly positive influence on patient-physician relationship quality, and perception of feel experience had the biggest influence. Perception of feel, relate experience and the importance of sense experience also had significantly positive influence on patient-hospital relationship, moreover, perception of relate experience had the biggest influence. Perceptions of feel experience and relate experiences both are the ”common influence factors” that affect the patient-healthcare provider relationship quality. We suggest that hospital administrators could combine feel experience and relate experience while setting up strategies to create better relationship with patients.

並列關鍵字

service experience ； healthcare provider-patient relationship ； relationship quality ； strategic experiential modules

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