中醫診所醫療服務品質與病患滿意度之研究─以高雄市某診所為例

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標題:	中醫診所醫療服務品質與病患滿意度之研究─以高雄市某診所為例 A Case Study of the Medical Service Quality and Patient Satisfaction of a Chinese Medicine Clinic in Kaohsiung City 隨著教育水準的提升，國民所得的增加，民眾對於生活品質的要求日益提高，對於醫療照護品質的要求亦然。國內醫療環境隨著轉診制度的逐漸落實，基層醫療診所家數逐年增加，各診所在競爭白熱化的局面下，無不渾身解數找尋方法脫穎而出，大家都致力於提升各項醫療服務品質，藉以增加患者對診所的滿意度。本研究目的在探討中醫診所就醫患者對醫療服務品質重視度與滿意度之現況，並利用服務品質衡量模式（PZB）分析服務缺口及重要性績效分析（IPA）分析診所需要改善的項目。資料建檔後以統計軟體SPSS 21.0進行描述性統計分析，及Mann-Whitney Test、Kruskal-Wallis Test（Dunn事後檢定）與Wilcoxon Signed Rank Test進行推論性檢定。研究結果顯示，該中醫診所就醫患者在各項服務品質項目都具有較高的重視度與滿意度，患者回診意願相當高。PZB服務品質衡量模式的五個構面中，以「有形性」為最需改進的部分，包含診所的設備、醫護人員的衣著等。建議針對中醫醫療設備進行更新，以及統一醫護人員的衣著，穿著醫師服或護理師服增加其專業性。其他在「可靠性」、「回應性」、「確實性」、「關懷性」方面，則是深獲患者肯定及感到安心的構面。另外，在IPA矩陣分析顯示，「中醫診所具有乾淨整潔的環境」、「診所看診的『時間』方便您就醫。」這些項目需要改善，建議針對個案診所的內、外環境定期進行清潔與消毒，並檢討診所看診的時間，採預約制因應病患需求。如此一來，將能有效提升病患滿意度，大幅提升診所的醫療服務品質，有助於增加該診所的競爭力。 With the improvement of education level and the increase of national income, people's requirements for the quality of life and the quality of medical care are also increasing. With the gradual implementation of the referral system , the number of primary medical clinics is increasing year by year. In the fierce competition among the clinics, all of them have tried their best to find ways to stand out. They are committed to improving the quality of medical services to increase patient satisfaction with the clinic. The purpose of this study was to investigate the status quo of the importance and satisfaction of patients in Chinese medicine clinics on the quality of medical. And use the service quality measurement model (PZB) to analyze the service gap and importance-performance analysis (IPA) to analyze the items that need to be improved. Statistical software SPSS 21.0 version was used for data analysis. It includes descriptive statistics, Mann-Whitney Test, Kruskal-Wallis Test and Wilcoxon Signed Rank Test . The results show that the patients in the Chinese medicine clinic have a high degree of attention and satisfaction in various service quality items, and the willingness of patients to return visit is quite high. Among the five dimensions of PZB service quality measurement model, ";tangibility";is the most important part to be improved, including clinic equipment, medical staff's clothing, etc. It is suggested that Chinese medicine clinic’s manager improve the medical equipment and the medical staff utility uniform. The other aspects of ";reliability";, ";responsiveness";, ";assurance";and “empathy";are the dimensions that are deeply affirmed and reassured by patients. In addition, the IPA matrix analysis shows that if the clinic can improve the project of ";clean and tidy environment for Chinese medicine clinics";and ";Clinic time is convenient for you to visit";. It is recommended that the internal and external environments of the clinics be cleaned and disinfected regularly. Reviewing clinic visiting hours and adopting a pre-scheduled system to meet patients' needs. In this way, it will effectively improve patient satisfaction, greatly improve the quality of medical services of the clinic, which will help to increase the competitivenes of the clinic.
作者:	林姿伶
貢獻者:	醫務管理系潘大永
關鍵字:	PZB服務品質衡量模式服務缺口滿意度 IPA分析 PZB(SERVQUAL model) service gap satisfaction IPA
日期:	2020
上傳時間:	2022-10-21 10:29:23 (UTC+8)
關聯:	學年度：108， 162頁
顯示於類別:	[醫務管理系(所)] 博碩士論文

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