燒燙傷住院病患對照護服務品質期望與實際感受研究

The Expectations and Perceptions for Health Care Service Quality of Hospitalized Burn Patients in Taiwan

10.30072/JDR.200712.0005

簡戊鑑(Wu-Chien Chien)；王先震(Hsian-Jenn Wang)；白璐(Lu Pai)；高森永(Senyeong Kao)；賴錦皇(Ching-Huang Lai)；周雨青(Yu-Ching Chao)；朱基銘(Chi-Ming Chu)

住院病患 ； 服務品質 ； 期望 ； 感受 ； 燒燙傷 ； Burn ； expectation ； health care quality ； inpatients ； perception

身心障礙研究季刊

5卷4期（2007 / 12 / 01）

278 - 290

繁體中文

由於醫學進步，燒燙傷死亡率下降，倖免於難的燒燙傷住院病患，照護服務品質成為關心重點。本研究目的即在瞭解台灣地區燒燙傷住院病患對服務品質的期望與感受；並比較工作團隊及住院病患對服務品質期望的看法，作為醫院管理階層改善服務品質的參考。研究結果顯示，住院病患本身對服務品質的期望程度高於實際感受程度，燒燙傷工作人員對住院病患服務品質的期望程度普遍低估，尤其以醫師低估的情況最明顯。醫院管理階層應依據住院病患期望與感受有落差之項目，以及工作人員與住院病患對服務品質期望有差距的部份改善服務品質。

Being the improvements of medical services, the mortality rate of burn patients decreased gradually. The health care quality becomes a predominant issue for hospitalized burn patients. The aim of the study is to understand the gaps of hospitalized burn patients' expectations and perceptions for health care quality, and to compare the burn patients' expectations of service quality with the burn team workers. It was found that the burn patients' expectations are higher more than their perceptions toward the health care. In addition, burn team workers always under estimate the burn patients' expectations toward their health care, particularly in the group of physicians in the burn team. We suggest that the hospital administrators must improve service system focuses on the above findings to improve the service quality for people with burn problems.

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