患者對馬偕紀念醫院醫療服務品質屬性偏好之研究

The Study on Patients' Preference toward Medical Services of Mackay Memorial Hospital

李靜芳(Ching-Fang Lee) ； 陳耀茂(Yow-Mow Chen) ； 林瑋君(Wei-Chun Lin)

《馬偕學報》 7期 (2009/07) Pp. 1-20

https://doi.org/10.7061/MJ.200907.0001

摘要

馬偕紀念醫院台北院區地處台北市中心，為大型的醫學中心。本研究經訪談調查、文獻探討及創意發想、選擇等步驟，針對該院區門診部門歸納五種重要醫療服務品質屬性及十項水準，其中服務屬性包括就醫時之「掛號方式」、「檢驗程序」、「服務方式」、「檢查方式」及「診療設備」等。其後利用聯合分析法編制問卷，對各項服務屬性及水準進行調查，以了解病患在選擇醫療院所門診部門時，所偏好之服務屬性順序及整體效用。研究結果發現，病患最重視「服務方式」、「檢驗程序」及「掛號方式」三項屬性，其效用高達75.8%。本研究並依性別、看診科別等進行聯合分析，規劃最佳的服務組合。本研究所得可供處於現今微利時代之醫療產業參考，以提升醫療服務品質並創造顧客價值。

關鍵字

聯合分析法 ； 醫療服務品質 ； 屬性 ； 偏好

並列摘要

The Mackay Memorial Hospital of Taipei is located in the center of Taipei. It is a large-scale medical center. In our research, we conducted the following research methods, literature review, interviews, idea innovation and idea selection, in order to categorize important service attributes and standards of the clinic department of Mackay Memorial Hospital. We categorized five important service attributes and 10 levels. The five service attributes are the way of registration, the process of inspection, the way of service, the way of inspection, and the medical equipment. Through conjoint analysis method, we developed questionnaires for realizing patients’ preferences. We found that patients care about the way of services, the process of inspection, and the way of registration most. Those three attributes total constructed about 75.8% of total utility. In our research, we also conducted conjoint analysis according to the gender, and different department of clinics. We hope that our findings can be useful references for medical industry to improve their medical service qualities.

並列關鍵字

conjoint analysis ； medical service quality ； attributes ； preference