醫院管理績效提升策略

Hospital Management Performance Improvement Strategy

10.6736/JPSR.201403_11(1).0001

楊紅玉(Hung-Yu Yang)；林淑萍(Shu-Ping Lin)

醫療產業 ； 顧客滿意度模式 ； 病患滿意度 ； 醫院層級 ； Medical Industry ； Customer Satisfaction Model ； Patient Satisfaction ； Hospital Level

績效與策略研究

11卷1期（2014 / 03 / 01）

1 - 19

繁體中文

由於醫療與生物科技的進步及人口老化等因素，促使醫療照護年成長率高於GDP成長率，已成為各國越來越無法負荷之重擔，而台灣亦是如此，所以醫療資源有效利用、建構醫療體系之顧客滿意度模式近年來已成為各國之國政議題。本研究以醫學中心、區域醫院及地區醫院之門診病患為調查對象，共發出1135份問卷，回收有效問卷1112份，有效回收率為98%，利用結構方程模式（SEM）來分析台灣醫療產業顧客對醫院形象、病患期望、服務品質、產品品質、認知價值、病患滿意度、病患忠誠度之間的關係，以建構台灣醫療產業顧客滿意指標之模式。研究結果發現：（1）本研究所建立之模式是可接受並適用於醫療產業。（2）影響病患滿意度之主要因素為醫院形象與病患期望兩項指標。（3）三種不同層級的醫院其模式有所差異。

Due to the aging population and advances in medical and biological technology, prompting medical care fee is higher than the annual growth rate of GDP growth. Therefore, the effective use of health care resources and building of health care system’s customer satisfaction index model have become the country's political issue in recent years. The research sample was 1135 patients of hospitals. The valid response rate to1112 questionnaires was 98%, and the data were analyzed by the structural equation method of LISREL. The results showed: (1) Model established in this study are acceptable and suitable for the medical industry. (2) The two main factors influencing patient satisfaction are hospital’s image and patients expect. (3) The Models of hospitals for three different levels are different.

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