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博碩士論文 etd-0625107-152850 詳細資訊
Title page for etd-0625107-152850
論文名稱
Title
醫療服務品質與滿意度-以精神醫療專科醫院為例
Medical Service Quality and Satisaction - A Case Study of Psychiatric Hospitals
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
115
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2007-05-07
繳交日期
Date of Submission
2007-06-25
關鍵字
Keywords
醫療服務品質、滿意度、精神醫療
medical service quality, satisfaction, phychiatric
統計
Statistics
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The thesis/dissertation has been browsed 5711 times, has been downloaded 4406 times.
中文摘要
隨著時代的變遷、社會的脈動,精神病患的人權逐漸受重視。重視病患權利,表現在醫院所提供醫療服務品質,而病患滿意度向來被視為醫療服務品質的重要指標。本研究之目的在探討住院精神病患與醫療人員對醫療服務品質與滿意度的看法,以瞭解有哪些醫療服務品質因素適用於精神醫療機構,以期做為提供精神醫療院所之參考。本研究以Parasuraman、Zeithaml and Berry三位學者所提出的SERVQUAL正式量表五個構面服務品質模式做為衡量工具,依據醫療產業特性加以修改,來符合醫院「以病人為中心」之服務屬性。以描述性研究法,採取問卷調查收集資料,選取南部某一精神醫療專科醫院住院病患62位與醫療人員77位為研究對象,結果發現:(1)住院精神病患大多為未婚、年齡分佈在31-50歲、教育程度以高中(職)居多、病前職業大多無工作、疾病診斷為精神分裂病;醫療人員大都為女性、未婚居多,年齡分佈資淺人員與資深人員比率相當,教育程度以專科與大學居多,職稱以護理師佔多數,服務年資在1-5年。(2)以因素分析「醫療服務品質量表」得六個因素,依其屬性分別給予命名爲:保證性、關懷性、有形性、可靠性、反應性、公共空間。(3)35項醫療服務品質問項,住院病患前三項較大滿意度指標為:空調舒適、護理人員具備足夠得護理技術及足夠得護理知識。醫療人員前三項較大滿意度指標為:醫院能保密病患的病歷資料、醫護人員願意協助病患解決問題、病患與醫護人員接觸時是安全可靠。為改善住院病患醫療服務品質滿意度,提供三點建議:(l)增進藥師藥物諮詢的廣度與深度、(2)除了醫療專業人員外,亦要加入其他從事醫療產業行政人員之服務態度與評比、(3)醫療專業人員應將病患權益列入優先考慮,提供病患個別化照護與治療模式。
Abstract
Abasract
With the progression of time and the transformation of our society, the rights of mentally disabled patients are strongly advocated. The level of quality of services provided by medical institutions often reflects whether the rights of patients are respected. In addition, the degree of satisfaction of patients regarding the medical institution is often a strong indication of the quality of services of such an institution. The purpose of this research is to explore the perspectives from patients and medical personnel regarding the quality and the level of satisfaction of medical services, in order to understand which medical service quality factors could apply to the mental health institution and factors that are regarded as the reference of mental health institution . This research is based on SERVQUAL formal quantity form which is included in five medical service quality components offered by three scholars of Parasuraman, Zeithaml and Berry. According to the characteristic of medical industry to adjust, it fits in with the service characteristic of the hospital to concentrate on the patient. Using description method to collect data from a questionnaire , this study targeted 62 patients and 77 medical personnel of Psychiatric Hospitals . The results are as follows.
(1)The mental patients are mostly distributed with in the 31-50 year age group , are unmarried and are high school education . Before being diagnosed as schizophrenic the patients were mostly unemployed. Medical personnel with long-term work eaperence and these of short-term are equal in number . The education level is mostly vocational school and university, the majority with professional titles are nursing staff and service period is from one year to five years.
(2)Analyzing six factors from the form of the medical service quality, named as its attribution: assurance , empathy , tangibles , reliability , responsiveness and utilization of public space.
(3)In 35 items of medical service quality, the first three items of greater satisfaction indicators for patient are: confortable living environment , nurses have sufficient nursing technology and knowledge. The first three items of greater satisfaction indicators for medical personnel are: the hospital can maintain the patient’s confidentiality , medical personnel will help patients to solve problems, and medical personnel ensure safety and relabilityin contact with patients.
In order to improve the patient's medical treatment quality satisfaction, there are three suggestions as follows.
(1)To increase the extension and depth of pharmacist's medicine consultation.
(2) Besides medical professional personnel, the hospital should also add service attitudes and evaluations of administrative personnel in other medical industries.
(3) Medical professional personnel should consider patient's rights priority and offer patients the individual care and the model of treatment.
目次 Table of Contents
目 錄
第一章 緒論………………………………………………………………………1
1.1研究背景與動機…………………………………………………………1
1.2研究目的…………………………………………………………………3
1.3研究流程…………………………………………………………………4
1.4論文架構…………………………………………………………………5
第二章 文獻探討…………………………………………………………………6
2.1前言………………………………………………………………………6
2.2精神醫療…………………………………………………………………7
2.3服務品質…………………………………………………………………8
2.4醫療服務品質……………………………………………………………14
2.5醫療服務品質構面………………………………………………………15
2.6顧客滿意…………………………………………………………………16
2.7病患滿意度………………………………………………………………17
2.8醫療服務品質與病患滿意度……………………………………………19
第三章 研究方法…………………………………………………………………24
3.1研究假設…………………………………………………………………24
3.2研究設計…………………………………………………………………25
3.3問卷設計與發展…………………………………………………………29
3.4資料蒐集方法……………………………………………………………36
3.5資料分析方法……………………………………………………………39
第四章 資料分析與討論…………………………………………………………42
4.1樣本之敘述性分析………………………………………………………42
4.2醫療服務品質之因素分析………………………………………………49
4.3醫療服務品質衡量構面分析……………………………………………53
4.4醫療服務品質及滿意度分析……………………………………………60
第五章 結論與建議………………………………………………………………84
5.1研究結論…………………………………………………………………84
5.2對精神醫療經營者之建議………………………………………………87
5.3研究限制…………………………………………………………………90
參考文獻……………………………………………………………………………92
附錄一 參與研究同意書………………………………………………………… 99
附錄二 醫療人員對醫療服務品質同意程度之研究問卷問卷…………………100
附錄三 住院病患對醫療服務品質滿意程度之研究問卷調查…………………102


















圖目次
圖1-1 本研究流程圖………………………………………………………………4
圖2-1 服務品質缺口模式觀念性架構……………………………………………11
圖3-1研究架構……………………………………………………………………25
圖3-2 資料分析流程………………………………………………………………41





















表目次
表2-1 SERVQUAL依重要性排序說明五個構面與十個構面………………………13
表2-2 國內病患滿意度與醫療服務品質之相關研究論文………………………21
表2-3 國外病患滿意度與醫療服務品質之相關研究論文………………………23
表3-1 SERVQUAL原問卷內容與本研究修訂後內容………………………………30
表3-2 前測問卷變數之信度分析…………………………………………………32
表3-3 前測所有問項之 Cronbach’s α係數……………………………………33
表3-4 醫療服務品質問項敘述統計分析表………………………………………35
表3-5 經過最大轉軸後醫療服務品質的因素分析表……………………………38
表4-1 樣本發放與回收統計表………………… …………………………………42
表4-2 住院病患基本資料特性分析………………………………………………45
表4-3 醫療人員基本資料特性分析………………………………………………48
表4-4 KMO與Bartlett檢定值……………………………………………………49
表4-5 醫療服務品質因素分析表…………………………………………………50
表4-6 醫療服務品質衡量構面之平均值比較……………………………………53
表4-7 住院病患對醫療服務品質問項之平均值與標準差………………………56
表4-8 醫療人員對醫療服務品質問項之平均值與標準差………………………59
表4-9 住院病患與醫療人員在醫療服務品質問項滿意度得分分佈表…………65
表4-10住院病患與醫療人員對醫療服務品質問項滿意度排序表………………66
表4-11住院病患與醫療人員在整體滿意度變項得分統計表……………………67
表4-12醫療服務品質對整體滿意度之相關係數…………………………………68
表4-13住院病患在醫療服務品質對整體滿意度之相關係數表…………………69
表4-14醫療人員在醫療服務品質對整體滿意度之相關係數表…………………69
表4-15住院病患在醫療服務品質對整體滿意度之迴歸分析……………………70
表4-16醫療人員在醫療服務品質對整體滿意度之迴歸分析……………………71
表4-17住院病患與醫護人員在醫療服務品質與整體滿意度之差異分析………74
表4-18住院病患與醫護人員在醫療服務品質與整體滿意度之差異分析分項說明.…75
表4-19住院病患與醫療人員人口變項性別分組樣本獨立樣本t檢定…………78
表4-20住院病患與醫療人員人口變項婚姻分組樣本獨立樣本t檢定…………78
表4-21住院病患與醫療人員人口變項年齡分組樣本獨立樣本t檢定…………79
表4-22住院病患與醫療人員人口變項教育程度分組樣本獨立樣本t檢定……79
表4-23住院病患人口變項職業分組樣本獨立樣本t檢定………………………80
表4-24住院病患人口變項住院多久分組樣本獨立樣本t檢定…………………80
表4-25住院病患人口變項住院診斷分組樣本獨立樣本t檢定…………………81
表4-26醫療人員人口變項職稱分組樣本獨立樣本t檢定………………………81
表4-27醫療人員人口變項職位分組樣本獨立樣本t檢定數分析………………82
表4-28醫療人員人口變項服務年資分組樣本獨立樣本t檢定…………………82
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