台南地區醫院門診醫療服務品質、病患滿意度與回診意願關係之研究

The Study of Relationships among MedicaService Quality, Patients’ Satisfaction and Retreatment Intentions in Hospital of Tainan Region

蔡福銀(Fu-Yin Tsai)

指導教授 ： 曾信超博士 ； 何嘉惠博士

長榮大學/管理學院/經營管理研究所(博)/碩士(2006年)

https://doi.org/10.6833/CJCU.2006.00055

摘要

摘要
隨著國人生活品質及醫療知識水準提升，就診時均期望得到高水準之醫療服務品質。在全民健保、總額預算支付制度下，提升醫療服務品質，以增進病患的滿意度及回診意願，是醫療機構共同努力的方向。本研究藉由問卷調查方式探討台南地區之成大醫院、奇美醫院、署立台南醫院、台南市立醫院、永康榮民醫院及仁德仁慈醫院等共六家醫院門診所提供之醫療服務品質對病患滿意度及回診意願之影響。
研究結果顯示門診醫療服務品質的重視度與滿意度有顯著性差異，其急需改善的項目分別是「醫療服務人員能立即進行診療服務」、「醫療服務人員不會因太忙而疏於回應病患需求」、「醫院主動追蹤病患病情恢復情形」、「醫療服務人員的專業能力與經驗予病患信任感」、「醫療後病情具明顯地改善程度」、「醫生看診的態度親切有禮貌」、「護理人員會詳細回答病患的護理問題」等。
本研究亦發現年齡在35-49歲，教育程度為大學（專科），且平均月收入在4-6萬元的病患，對服務品質之重視程度及回診意願均相對較高。
研究亦發現醫療服務品質的四個構面(專業保證、回應可靠、個別關懷、服務資源)、病患滿意度的四個構面(關懷與可靠、專業與保證、回應與環境、便利與舒適)及回診意願等九個因素構面間，相關性均達到顯著水準。另經由LISREL分析結果得知：病患滿意度於本研究架構中，深具中介變項之效果，此意味著病患滿意度對醫院門診病患之回診意願，確實起了影響的作用，而且服務品質與病患滿意度、回診意願有顯著的正向關係。

關鍵字

服務品質 ； 醫療服務品質 ； 病患滿意度 ； 回診意願

並列摘要

Abstract
In Taiwan, as the life quality and the medical knowledge advanced, people expect high standard medical services from the hospitals. With the assistant of National Health Insurance (NHI) and the payment system of the General Budget, it is every medical organization’s common goal to improve medical service quality, to raise satisfaction and to increase patient’s willingness to come back.
By using questionnaire, this research will discuss the influence of service quality on patient’s satisfaction and the willingness to come back. For this research, six hospitals within Tainan area were chosen, which are National Cheng Hung University Hospital, Chi Mei Medical Center, Tainan Hospital, Tainan Municipal Hospital, Yong Kang Veterans Hospital and Ren Tsu Hospital in Rende Township. The research result shows that there are striking differences in terms of significance and satisfaction of out-patient’s medical service quality. Among them, the most urgent items to be improved are: “medical personnel should be able to provide medical treatment immediately”, “medical personnel should not disregard patients’ need on account of busy-work”, “hospitals should track patients’ recovery situation initiatively”, “medical personnel’s ability and experience should have given patients reliance and trust ”, “huge improvements after treatment”, “the attitude and politeness of doctors”, “medical personnel should answer patient’s medical questions elaborately”, and etc.
This research also found that the patients who are aged between 35-49, college-undergraduate,and earn monthly income between NT $ 40,000 ~ 60,000 value service quality the most, and has higher willingness to return.
The research result also shows that, in terms of medical service quality, there are four aspects: professional assurance, solid response, individual care, and service resources. In terms of patient’s satisfaction, there are also four aspects: care and reliance, specialty and assurance, response and environment, convenient and comfort. The above eight aspects as well as the ninth aspect, willingness to return, all meet the fair standard. In addition, the LISREL analysis shows: the patient’s satisfaction has strong intermediary effect within this research. It means that satisfaction level indeed influences out-patient’s willingness to return. There is positive relation among service quality, patient’s satisfaction level and the willingness to return.

並列關鍵字

service quality ； medical service quality ； patient’s satisfaction level ； willingness to return

參考文獻

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