Title page for etd-0625107-152850


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URN etd-0625107-152850
Author Ni-li Cheng
Author's Email Address No Public.
Statistics This thesis had been viewed 5091 times. Download 3802 times.
Department Business Management
Year 2006
Semester 2
Degree Master
Type of Document
Language zh-TW.Big5 Chinese
Title Medical Service Quality and Satisaction - A Case Study of Psychiatric Hospitals
Date of Defense 2007-05-07
Page Count 115
Keyword
  • medical service quality
  • satisfaction
  • phychiatric
  • 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.
    Advisory Committee
  • Iuan-Yuan Lu - chair
  • Hsien-Tang Tsai - co-chair
  • Tsusng K UO - advisor
  • Files
  • etd-0625107-152850.pdf
  • indicate access worldwide
    Date of Submission 2007-06-25

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