醫院衛材電子化請領系統之服務品質缺口及修改重點排序探討

A Gap Model and Priority Sorting Revision Investigation of e-System Service Quality for Medical Inventory Management

趙正敏(Cheng-Min Chao) ； 游雅雯(Ya-Wen Yu) ； 黃及人(Ji-Ren Huang) ； 鄭博文(Bor-Wen Cheng)

《醫務管理期刊》 12卷4期 (2011/12) Pp. 248-261

https://doi.org/10.6174/JHM2011.12(4).248

摘要

目的：衛材電子化請領系統能增加資訊流通的便利性與正確性，並能有系統的控管成本；系統功能與介面操作等是否能達到方便和省時的效果，都是影響系統品質的重要因素。方法：本研究使用EB-SERVQUAL量表並針對個案醫院狀況進行修改，並與系統使用者與管理者進行深度訪談，以建立指標項目，再以層級分析法對於所建立之構面與指標給予不同的重要性權重，以區分指標間的重要性。結果：經由AHP分析結果顯示，共訂定四個評估構面共12項指標，「反應性」、「可靠性」、「連線功能」、「管理層面」各3項；各構面的相對權重如下：「反應性」為0.143、「可靠性」為0.142、「連線功能」為0.385、「管理層面」為0.330。此外，經訪談結果發現，管理者與使用者對於電子化請領系統在認知上有些差異，大部份使用者皆認為，該系統導入後確實改善個人工作效率及提昇工作績效，對於衛材存貨管理上也更加明確，且更有效整合醫院內部資源。結論：本研究使用層級分析法提出衛材請領系統修改因素排序，配合訪談，歸納個案醫院應增加庫存查詢功能、作業確實連線並開放線上查詢、與外包系統廠商建立直接的維修機制等建議，以提升整體使用滿意度，提昇作業效率、控管成本，並保障病人安全。

關鍵字

衛材請領資訊系統 ； 衛材管理 ； EB-SERVQUAL量表 ； 層級分析法

並列摘要

Objective: An electronic system for medical inventory management can increase the convenience and accuracy of information flow, facilitate systematic management, and control costs. System functions and interface operations that effectively increase convenience and efficiency significantly influence the quality of these systems.Methods: This study used the EB-SERVQUAL scale modified to fit the circumstances in each hospital. In-depth interviews were conducted with system users and administrators to determine target indicators. The analytic hierarchy process (AHP) method was then used to assign different weights to each assessment dimension in order to determine the importance of each indicator.Results: Based on the results of the AHP analysis, four dimensions, each with three indices, were identified for evaluation. The four dimensions were ”reactivity,” ”reliability,” ”connecting function,” and ”management level.” The weighting for each dimension was: 0.143 for reactivity, 0.142 for reliability, 0.385 for connecting function, and 0.330 for management level. The interview results indicated that the understanding of managers and users regarding the electronic medical inventory system differed. Most users believed that introduction of the system improved personal work efficiency and work performance. The managers believed that management of medical supply inventory was enhanced, and the hospital's internal resources were combined more effectively.Conclusions: This study used AHP to determine the importance of factors necessary for the modification of medical supply inventory control systems. These results, combined with the interview data, were used to identify strategies that hospitals could implement to improve the function of inventory control systems. These suggestions include increased dependence on internet connectivity, the development of online inquiry mechanisms, and the establishment of direct repair mechanisms with outsourced system vendors. These recommendations may increase overall user satisfaction and operational efficiency, improve the control and management of costs, and enhance patient safety.

並列關鍵字

System for Managing Medical Inventory ； Management of Medical Supplies ； EB-SERVQUAL scale ； Analytic Hierarchy Process

參考文獻

蔡文正、龔佩珍、翁瑞宏、張永賢、李思儀(2008)。應用SERVQUAL量表建構中醫醫療服務品質指標。台灣衛誌。27(4)，309-319。

Büyüközkan, G.,Çifçi, G.(2012).A combined fuzzy AHP and fuzzy TOPSIS based strategic analysis of electronic service quality in healthcare industry.Expert Systems with Applications.93(3),2341-2354.

Büyüközkan, G.,Çifçi, G.,Güleryüz, S.(2011).Strategic analysis of healthcare service quality using fuzzy AHP methodology.Expert Systems with Applications.38(8),9407-9427.

Cronin, J.J.,Taylor, S.A.(1992).Measuring service quality: A reexamination and extension.Journal of Marketing.56(3),55-68.

Gattiker, T.F.,Goodhue, D.L.(2005).What happens after ERP implementation: Understanding the impact of inter-dependence and differentiation on plant-level outcomes.MIS Quarterly.29(3),559-585.