查詢結果分析
來源資料
頁籤選單縮合
題名 | 應用服務品質缺口理論評估中醫醫療服務品質=Appling Service Quality Gap Theory to Establish the Quality Indicators and Evaluate the Service Quality for Chiense Medicine |
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作者 | 蔡文正; Cai, Wun-jheng; |
期刊 | 中醫藥年報 |
出版日期 | 20071000 |
卷期 | 25:3 2007.10[民96.10] |
頁次 | 頁147-263 |
分類號 | 413 |
語文 | chi |
關鍵詞 | 服務品質; 缺口分析; 中醫醫療品質; 滿意度; 中醫; Service quality; Gap analysis; Quality of Chinese medicine services; Satisfaction; Chinese medical; |
中文摘要 | 本研究以服務品質模式為基礎,探討病患對醫療服務品質之期望與中醫師對病患的醫療品質期望認知之落差(缺口一),與病患對醫療品質的期望與滿意度之落差(缺口五),並探討影響此服務品質缺口之顯著因素與中醫服務需迫切改善的項目,作為改善中醫醫療服務品質之參考。 本研究主要以PZB服務品質缺口模式及其發展之SERVQUAL量表為理論基礎設計問卷,針對全國醫院與診所中醫師隨機取樣方式,以結構式問卷對受訪中醫師及其前五位年滿15歲之病患進行調查。總計回收有效問卷中醫師223份與病患1,102份,回收率分別為63.71%與62.97%。在統計方法上,除描述性統計外,另採用複迴歸分析找出影響病患對中醫醫療品質的期望與滿意度落差之因素。最後利用重要性/績效分析法探討中醫醫療服務品質中需要迫切改善的項目。 在缺口五方面,以可靠性構面落差最大,整體而言,病患對中醫醫療服務品質之期望大於滿意度且多屬正落差,其中「無障礙空間設計」及「醫護人員適時且迅速處理問題」二者落差最大。複迴歸分析結果發現,病患的學歷及就醫場所為顯著影響因素。 在缺口一方面,僅有形性構面有正落差,其餘四構面皆為負落差。在衡量問項中,僅「現代化中醫醫療設備」、「無障礙空間設計」與「醫護人員專業形象穿著」是病患的期望大於醫師對病患所認知的期望。影響中間醫師對病患於醫療服務品質期望認知之落差的因素,包括醫師每月看診日數、醫師是否為主管、與中醫醫療市場競爭程度。 本研究以重要性/績效分析法發現落在迫切改善區為「醫護人員準時或如期提供相關醫療服務」及「醫護人員適時且迅速處理問題」二項。 根據研究結果,本研究提出以下建議:一、準時開診並適時提供相關醫療服務;二、改善院所就醫環境;三、提昇中醫醫療專業技術;四、加強對中醫醫療服務品質之落實;五、醫院中醫門診應改善就醫環境及提供即時性服務;六、各地區中醫院所可針對病患不同需求進行服務品質改善。 |
英文摘要 | The study based on the service quality model (SERVQUAL model) to investigate the gap of perceptions of medical quality between the medical professionals and patients (gap 1) and the gap between the expectance and satisfaction of the patients for medical service quality (gap 5). Moreover, this study examined and associated factors affecting the gaps and to detect the service items needed to be concentrated for improvement. These could be the reference of improving the quality of Chinese medicine services. The questionnaire was designed from PZB’s SERVQUAL questionnaire. Random sampling on physicians in hospitals or Chinese medical clinics was used. Structure questionnaire was used to survey Chinese medicine physicians and their 5 patients who were older than 15 years. A total of 223 and 1,102 valid questionnaires from Chinese medicine physicians and their patients were collected, and the response rates were 63.71% and 62.97%, respectively. Besides descriptive analysis, the study used multiple regression analysis to examine the factors influencing the gaps between the expectance and satisfaction of the patients for medical service quality. Finally, the study used the importance-performance analysis method (IPA) to detect the service items needed to be concentrated for improvement. As for gap 5, the gap of “reliability” dimension was ranked the first. Among them, “barrier-free environment” and “medical staffs deal with patients’ problem timely and quickly” had a larger gap. Overall, patients’ expectance wan higher than their satisfaction which belonged to positive gap. The multiple regression analysis showed that patients’ education level and medical service institutes were the significant factors associated with gap 5. Regarding gap 1, only the dimension of “tangibles” had a positive gap, and the other four dimensions has a negative gap. On three items “modern Chinese medical equipments”, “barrier-free environment” and “medical staffs’ professional dress”, patients’ expectation was higher than that of physicians’ perception. The associated factors of this gap included physicians’ monthly practice days, physicians’ position status, and competition of Chinese medicine market. IPA analysis revealed “medical staffs provide medical or related services on schedule” and “medical staffs deal with patient’s problems timely and quickly” were the items of “concentrate here” for improvement. The following suggestions are provided based on the results of this research: (1) provide medical and related services on schedule; (2) improved the environment of hospitals or clinics; (3) professional dress for medical staffs; (4) improve professional techniques on Chinese medical services; (5) improve barrier-free environment and medical care service in time for the hospitals’ Chinese medicine services according to patients’ needs in different regions. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。