醫院應用網站現況與相關因素研究

A study on building hospitals' websites and related factors

10.6288/TJPH2002-21-06-07

郭年真(Nien-Chen Kuo)；鍾國彪(Kuo-Piao Chung)；楊銘欽(Ming-Chin Yang)

網際網路 ； 醫院網站 ； 影響因素 ； internet ； hospital website ； related factor

台灣公共衛生雜誌

21卷6期（2002 / 12 / 01）

439 - 448

繁體中文

目標：本研究在調查國內醫院應用網站的現況，及探討影響醫院應用網站的因素。方法：以473家地區級以上醫院為母群體，郵寄問卷進行應用現況與影響因素的普查。同時收集醫院特性資料、並以內容分析法分析醫院網站，以及嘗試以「神秘顧客法」測量醫院處理民眾電子郵件的情形。結果：共回收174份有效問卷(回收率36.7%)，其中109醫院(62.6%)有架設網站。應用網際網路的好處認同比例最高的是增加服務品質與增加工作效率，超過7成的醫院同意未來網路會對醫療服務的提供產生很大改變。有9成以上的醫院網站有提供門診表，但進一步提供網路掛號功能的不到1/2，醫院網站應用互動式服務功能的比例不高。醫院處理民眾的電子郵件平均約需1至2的工作天，有回應民眾詢問的基本需要。結論：醫院網站的普及仍有很大空間，網站互動服務是未來可加強的重點。在影響應用網際網路科技的因素中，網路安全與院方高層的態度是關鍵，而競爭醫院的應用狀況與健保相關制度的要求，對於決策者具有相當的重要性。

Objectives: The purpose of this study was to investigate the current situation in building hospitals’ websites, and find out related factors. Methods: Four hundreds and seventy four accredited hospitals in Taiwan were treated as the census population. Data collection was applied by a mailing questionnaire. We also collected data about hospitals’ characteristics, and use “Content Analysis” to evaluate hospitals’ websites contents. Furthermore, “Mystery Shopper” method was applied to measure how hospitals replied to customers’ E-mail. Results: 109 sample hospitals of total 174 replies (62.6 percent) have their own websites. Most of sample hospitals agreed that applying Internet technology can improve service quality and work efficiency. More than 70 services. More than ninety percent of hospitals provided a schedule of ambulatory service on their websites. Hospitals took one to two working days before replying to our “Mystery Shopper” email. Conclusion: Hospitals’ administrators should provide interaction between the hospital and customer through website. Internet security and attitude of hospitals’ administrators are key factors of hospitals in the application of websites. But how competitors apply websites and the regulations of the National Health Insurance still have a strong influence of website application strategies.

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