衛生福利部醫院電話禮貌執行成效考核之比較探討

The Comparisons of Evaluation Phone Courtesy Checking for all Ministry of Health and Welfare Hospitals

邱沛晴(Pei-Ching Chiu)

指導教授 ： 張晴翔

長榮大學/健康科學學院/醫務管理學系(所)/碩士(2016年)

摘要

目的 本研究衛生福利部醫院電話禮貌執行成效考核之比較探討，針對衛生福利部醫院員工為對象，以2015年電話禮貌測試考核，探討衛生福利部附屬醫療及社會福利機構管理會、衛生福利部醫院交互稽核執行成效，就對於同儕醫院執行進行電話禮貌測試之差異進行比較分析。本研究希望透過推行已久的電話禮貌考核以客觀性、準確性、一致性及公平性之觀點加以整理歸納，藉由測試單位的不同、取樣時間的不一致之差異來評估及比較，有效達到可作為檢討改善的方向，藉以提昇衛生福利部醫院為民服務品質績效。 方法 針對26家衛生福利部醫院做為研究之機關，並對其員工作進行電話禮貌考核。研究工具根據國家發展委員會「政府服務品質獎」電話禮貌測試量表之考核內容與衛生福利部附屬醫療及社會福利機構管理會之電話禮貌考核成果。資料經整理過後，進行描述性統計、one-way變異數分析。 結果 執行考核衛生福利部醫院26家，經分析各項考核單位、日期、時間、成績及排名，在「考核機制」、「考核方法」係透過完善的量測標準制度，並由衛生福利部醫院相評比之下，促使考核單位瞭解執行電話禮貌考核的新觀念。 結論 本研究主要從文獻之探討，歸納電話禮貌及服務禮儀考核相關理論為分析架構，並對衛生福利部醫院做為研究之機關，對其員工作測試考核，對於衛生福利部附屬醫療及社會福利機構管理會辦理電話禮貌考核之相關作為及執行成效作分析，以了解對於考核單位對衛生福利部醫院考核機制、考核量測方法相關內涵以及提升考核方法上之具體作法等三方面是否符合衛生福利部醫院之需求，進而建議衛生福利部附屬醫療及社會福利機構管理會建立符合衛生福利部醫院、提升考核品質之具體作法。

關鍵字

衛生福利部醫院 ； 電話禮貌

並列摘要

Objectives The purpose of the study for the all Ministry of Health and Welfare hospital staff as an object, telephone courtesy test row performance assessment, hospital and social welfare Organizations Administration Commission, Ministry of Health and Welfare and Ministry of Health and Welfare hospitals interactive audit for peer hospitals perform a telephone courtesy, in rotation differences were polite telephone test were compared. This study was hoped that through the implementation of the long-assessment courtesy phone to objectivity, accuracy and fairness point of view of summarizing them, Differences by inconsistencies unit test different sampling time to evaluate and compare, as a review of the direction of improvement, the Ministry of Health and Welfare in order to enhance the quality of serving the public hospitals performance.
Methods Ministry of Health and Welfare for the 26 hospitals as a research institution, and telephone manners assessment of its members work. Research tools according to the National Development Council, "Government Service Quality Award" Assessment Scale test phone courtesy of the content and the Ministry of Health and Welfare affiliated medical and social welfare institutions would manage the phone politely assessment results. After sorting through the data, descriptive statistics, one-way analysis of variance.
Results Executive Health Assessment Welfare Hospital 26, the analysis of the evaluation unit, date, time, score and ranking in the "evaluation mechanism", "assessment methods" system through improved measurement standards system by the Ministry of Health and Welfare hospital phase under the rating, prompting the assessment unit to understand the implementation of new ideas assessment courtesy phone.
Conclusions For the present study was to investigate the literature from the induction telephone service courtesy and etiquette assessment framework for the analysis of the theory, and the Department of Health and Hospital authorities as research, assessment testing its members work for the Department of Health and affiliated medical and social welfare institutions will handle telephone manners assessment of the relevant acts and effectiveness of the implementation for analysis in order to understand the evaluation unit of the Department of health and hospital assessment mechanism, evaluation measurement methods related connotation and enhance the three aspects of specific practices and other evaluation methods of compliance with health and welfare demand section of the hospital, and then recommend that the Ministry of health and welfare and social welfare organizations affiliated medical management will be established in line with the Ministry of health and welfare hospital to improve the quality of assessment of specific practices.

並列關鍵字

Ministry of Health and Welfare hospitals ； phone courtesy

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