探討病患信任的前置因子與影響

Antecedents and Consequences of Patient Trust

戴志宇(Chih-Yu Tai)

指導教授 ： 劉俞志

元智大學/資訊學院/資訊管理學系/碩士(2012年)

https://doi.org/10.6838/YZU.2012.00144

摘要

信任在各產業中，皆被認為是塑造企業與顧客間良好關係的一個重要關鍵因素，但在醫療產業中，卻較少人探討病患對醫生的信任關係。本研究主要目的是將醫生行為進行分類，探討哪些醫生行為會增進病患對醫生的信任，又哪些醫生行為會降低病患對醫生的信任，並檢驗病患對醫生的信任與病患滿意間的關係。同時我們也探討了醫療組織的服務品質、病患對醫療組織的信任、病患對醫生的信任三者的關係。我們對台灣的醫院之門診病患實施了問卷調查。研究結果顯示，醫生行為共分成三類，分別是醫生的溝通行為、醫生尊重病患的行為、醫生不適當的藥品推薦行為。而醫生的溝通行為與醫生尊重病患的行為會對病患對醫生的信任產生正向影響，醫生不適當的推薦藥品行為會對病患對醫生的信任產生負向影響，醫療組織的服務品質也會透過病患對醫療組織的信任，對病患對醫生的信任產生正向影響。本研究之主要貢獻為成功的將醫生行為分成三類後，找出哪些醫生行為可以有效提升病患對醫生的信任，進而提升病患滿意。同時這些醫生行為也可做為各醫療組織的參考標準，藉以持續改善組織內醫生之行為。

關鍵字

信任 ； 服務品質 ； 醫生行為 ； 滿意

並列摘要

In most industries, “trust” is regarded as a critical factor to shape a good relationship between enterprises and consumers. However, in the medical industry, there are few studies on raising patients’ trust to physicians. The main purposes of this study is to classify physicians’ behaviors and explore which kinds of physicians’ behaviors will improve patients’ trust to physicians, which kinds of physicians’ behaviors will decrease patients’ trust, and to explore the relationship between patients’ trust to physicians and patients’ satisfaction. We also explore the relationships among the service quality of healthcare organizes, patients’ trust to healthcare organizations and patients’ trust to physicians. We conduct a sample survey to inpatients from a hospital in Taiwan. The research results show that physicians’ behaviors are divided into three categories. Moreover, the “communicating” and the “respecting patients” behaviors bring a positive effect on patient’s trust. The “recommending medicine inappropriately” behavior brings a negative effect on patient’s trust to physicians. The service quality of healthcare organizes brings a positive effect on patient’s trust to physicians through patient’s trust to healthcare organizations. The main contribution of this research is to find out which kinds of physicians’ behaviors can improve patients’ trust to physicians, thus to raise patient satisfaction. These physicians’ behaviors can be the criteria of physician behavior in medical organizations.

並列關鍵字

Trust ； Service Quality ； Physicians’ Behavior ； Satisfaction

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