會診諮詢資訊系統實施成效分析－以中部不同屬性醫學中心爲例

Performance Analysis of Consultation Information Systems Employed in Medical Centers in Central Taiwan

林水順(Shui-Shun Lin) ； 施清珍(Ching-Chen Shih) ； 周家弘(Chia-Hong Chou)

《台灣家庭醫學雜誌》 20卷2期 (2010/06) Pp. 74-84

https://doi.org/10.7023/TJFM.201006.0074

摘要

Background: A consultation system is one of the mechanisms that provide better medical services in hospitals. Through this system, the physician can obtain proper and timely information in order to improve the quality of patient management. This study analyzed the relationship between performance and factors affecting the consultation information systems, and compared the different consultation information systems in various hospitals.
Method: Users of the consultation system, including physicians, computer technicians and nursing staff in three hospitals in central Taiwan (one public, one private and one incorporated hospital) were surveyed with a structured questionnaire after stratified sampling. System quality, user satisfaction, impact on individuals and impact on hospitals were investigated.
Results: The results indicated that all three hospitals were large enough to develop their own computerized consultation systems. There were significant differences in the quality of the consultation systems, user satisfaction, and their effect on users and on hospitals. The time period of use of the computerized system in various hospitals was related to the software system that they used. The public hospital that first implemented the consultation system used a less friendly DOS. This resulted in less satisfaction when compared to the private hospital that used Windows as the system environment. The incorporated hospital had the worst satisfaction level due to the short implementation period while users were still learning and adjusting to the new system. Significant differences between hospitals in factors affecting the performance of the systems were observed in users' understanding of the computers, the development of the computerized system, the training in using the consultation system, and the timing of the hospital in developing the consultation system. Individuals with higher education or in management positions had better levels of satisfaction with the system.
Conclusions: The system environment affects performance and user satisfaction. A communication channel that allows users to make comments and point out problems regarding use of the system is essential so that the designers and maintenance personnel can promptly improve system performance. This will increase the efficiency of the consultation system, enhance user satisfaction, and ultimately benefit patients.

並列摘要

Background: A consultation system is one of the mechanisms that provide better medical services in hospitals. Through this system, the physician can obtain proper and timely information in order to improve the quality of patient management. This study analyzed the relationship between performance and factors affecting the consultation information systems, and compared the different consultation information systems in various hospitals.
Method: Users of the consultation system, including physicians, computer technicians and nursing staff in three hospitals in central Taiwan (one public, one private and one incorporated hospital) were surveyed with a structured questionnaire after stratified sampling. System quality, user satisfaction, impact on individuals and impact on hospitals were investigated.
Results: The results indicated that all three hospitals were large enough to develop their own computerized consultation systems. There were significant differences in the quality of the consultation systems, user satisfaction, and their effect on users and on hospitals. The time period of use of the computerized system in various hospitals was related to the software system that they used. The public hospital that first implemented the consultation system used a less friendly DOS. This resulted in less satisfaction when compared to the private hospital that used Windows as the system environment. The incorporated hospital had the worst satisfaction level due to the short implementation period while users were still learning and adjusting to the new system. Significant differences between hospitals in factors affecting the performance of the systems were observed in users' understanding of the computers, the development of the computerized system, the training in using the consultation system, and the timing of the hospital in developing the consultation system. Individuals with higher education or in management positions had better levels of satisfaction with the system.
Conclusions: The system environment affects performance and user satisfaction. A communication channel that allows users to make comments and point out problems regarding use of the system is essential so that the designers and maintenance personnel can promptly improve system performance. This will increase the efficiency of the consultation system, enhance user satisfaction, and ultimately benefit patients.

並列關鍵字

medical consultation ； information system ； consultation information system ； information technology

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