利用品質機能展開法解析醫院的服務品質要素與其系統化之研究－以中部某區域醫院為個案

A Systematic Research on Quality Function Deployment in Analyzing Hospital Services Attributes

謝溫國(Wen-Kou Hsieh)

《醫務管理期刊》 2卷4期 (2001/12) Pp. 86-108

摘要

本研究以品質機能展開法導入醫院的經營管理，以中部某區域醫院為實例，從醫療、行政、護理三大業務機能進行探討，經由542位病患或其陪伴者的問卷調查，將病患所重視的要求品質抽取出來，這些要求都是病患的心聲。經由「品質表」的製作，可以清楚的瞭解病患要求品質、服務品質要素及醫院主要業務之間的對應關係，以系統化的方式執行醫院服務機能。研究結果摘要如下：在醫院病患要求品質重視度的平均值，前25%的項目是有關於醫療服務必備的本質服務；亦就是「當然品質」。本研究使用品質企畫來決定最重要的病患要求品質，而前25%的這些項目，均屬於醫療服務中的「表層服務」，亦就是「魅力品質」的項目。使用品質機能展開可以很連貫的讓業務經由跨部門分工負責及合作，未來希望能夠建立一有效的模式，能更客觀地區別服務品質的屬性。同時也希望本研究的方法、結果及內容，能提供醫院管理者參考及應用。

關鍵字

品質機能展開法 ； 醫院服務品質 ； 病患滿意度

並列摘要

This research used Quality Function Deployment (QFD) to analyze hospital service management. A middle Taiwan hospital was chosen, only three major functional departments (medicine, administrative & nursing) were explored, and 542 clients were interviewed in this study. Questionnaire was designed using QFD tools to measure patients' perspectives towards important demanded qualities, service quality attributes, and principal works on hospital management. Thereafter, systematic continuous quality improvement activities were focused on those areas that mean the most to patients. Results of this research are shown below: the most highly recognized needs of hospital care by customer rating on average are related to medical treatment and diagnosis, and these top 25% are considered as ”Must-Be Quality” of hospital care system. The importance of demanded quality was measured based on customer importance rating, targets for improvement, and sales points. The top 25% of these factors are also called ”Attractive Quality” of health care system. The utilization of QFD has enabled interdepartmental cooperation and cohesion. It is necessary to build a useful model in the future, which can discriminate the attributes of service qualities objectively, Also, hopelly the implications of the results can make contributions to the service qualities of hospital care system.

並列關鍵字

QFD ； Service Quality of Hospital ； Patient Satisfaction