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博碩士論文 etd-0731107-140626 詳細資訊
Title page for etd-0731107-140626
論文名稱
Title
醫院裡的委外-以龍泉榮民醫院為例
Outsourcing in the Hospital- the Case of Lung-Chuan Veterans Hospital
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
55
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
2007-07-26
繳交日期
Date of Submission
2007-07-31
關鍵字
Keywords
none
hospital management, human resources, patient satisfaction, outsourcing
統計
Statistics
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中文摘要
摘要
目的:本研究的目的是期待瞭解一個公立地區教學醫院委外的結果並由這結果來評估未來如何選定委外的次序。方法:由受訓過的社會工作師進行住院病人滿意度評估問卷(5個子項及35個問題)及門診病人滿意度評估問卷(5個子項及32個問題)。從2004年1月到2005年12月,每個月收集30個住院及門診的病人滿意度評估問卷當作獨立變數同時期的醫院收入當依賴變數,同時期的各類別的醫療工作人員當作獨立變數及門診的病人滿意度評估問卷當作依賴變數。結果顯示(1) 醫院的營收成長24.5% 從2004到 2005年而且病人滿意度顯著的成長包括大部份的各子項目(p<0.05),很明顯的醫院委外是成功的。(2) 各子項目住院及門診的病人滿意度評估問卷和醫院的住院門診營收顯著相關(p<0.05),這也更進一步驗證增加病人滿意度會增加病人忠誠度,而增加病人忠誠度會導致醫院營收增加的結果。(3) 每個月住院及門診的病人滿意度和每個月各類醫療人員顯著相關(p<0.05),但是各類醫療人員有明顯的高度共線性,不管我刪除哪些類的醫療人員,所以此結果仍需進一步的研究。 結論:(1) 為了要達到增加醫院營收和病人滿意度,多聘請醫療人員是很重要的事情。(2) 要降低成本,委外及降低薪水是可行的方法。
Abstract
Purpose: The purpose of this research is to investigate the result and extent of outsourcing, and from this result to rank the future trend of outsourcing in public hospitals. Method: A survey satisfaction questionnaire of inpatient (5 subscales and 35 items) and outpatient (5sbscales and 32 items) were performed by trained social workers. They collected 30 inpatients and 30 outpatient’s satisfaction questionnaire every month from Jan. 2004 to Dec. 2005 as the independent variables. The same period of the hospital revenue and number of the employees are the dependent variables. Result: (1) The hospital revenue improved 24.5% from years of 2004 to 2005 and the patient satisfaction is significantly improved (p<0.05) in the most of subscales of the patient satisfaction. The outsourcing is successful in our hospital. (2) The subscales of the outpatient satisfaction and the subscales of inpatient satisfaction score are significantly related to outpatient and inpatient revenue respectively. It is further proved increased patient satisfaction would increase patient loyalty Increase patient loyalty then increased hospital revenue. (3) The each month’s total outpatient and inpatient satisfaction score showed significantly related to number of each division of medical employee. There is high collinear between medical staff despite omit some divisions of medical staff, so it is need further study. Conclusion: (1) In order to achieve large financial improvement and patient satisfaction, increasing number of medical staff is important. (2) For reducing cost, outsourcing work of non-medical staff or reducing salary is the way.
目次 Table of Contents
Contents of thesis
Chapter one: Introduction
1.1 Background…………………………………………………..…. 1
1.2 Motive……………………………………………………………2
1.3 Problems and coverage…………………………………………..4
1.4 Measuring output and productivity………………………………4
Chapter Two: Literature review
2.1 Outsourcing……………………………………………………….5
2.2 Reasons for outsourcing…………………………………..………7
2.3 Outsourcing what?………………………………………………...8
2.4 Reasons for measuring patient satisfaction…………………….….9
Chapter Three: Research Methodology
3.1. Researching process……………………………………………...11
3.2 Outsourcing process………………………………………………11
3.3 Instruments………………………………………………………..13
3.4. Survey………………………………………………………….…14
3.5 Primary data analysis and outcome measures……………………..15
Chapter Four: Result
4.1 Past outsourcing…………………………………………..………16
4.2 Outsourcing………………………………………………………..16
4.3 Patient satisfaction increased from 2004 to 2005…………………17
4.4 Patient satisfaction and hospital revenue…………………………..17
4.5 Patient satisfaction and medical employee…………………………18
4.6 Hospital staff, revenue and patient satisfaction…………………….19


Chapter Five: Discussion
5.1 Successful Outsourcing of Our Hospital……………………………21
5.2 Further outsourcing………………………………………………….22
5.3 Growing patient satisfaction in Our Hospital………………………..23
5.4 Further consideration and application……………………………….23
Reference..................................................................................................26
Table contents…………………………………………………………...32
Appedix
Outpatient satisfaction survey of the THIS (Chinese)………………..41
Inpatient satisfaction survey of the THIS (Chienese)…………………44
Outpatient satisfaction survey of the THIS (English)…………………47
Inpatient satisfaction survey of the THIS (English)…………………...49
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