地區醫院與慢性病患者對醫療服務品質認知差距研究

Abstract

醫病之間資訊極度不對等，醫療提供者在專業形象的保護下，病患對於不同類型的醫療服務會有什麼「期望」？在醫院服務領域，病患滿意與病患對醫療品質之感受、不符合程度(disconfirmation)之間的關係，是否與其他服務業相同？如果不符合(disconfirmation)對於病患滿意的影響也具有不對稱性的得失關係（asymmetric gain-loss），則醫院管理者在醫療品質管理策略上是否有另一番思維？ 本篇研究想藉由問卷調查方式探討病患在就醫過程中對醫院中的各項醫療服務品質之滿意程度與醫療服務提供者對醫療服務品質認知之間是否有顯著差異，做為醫院改善及提昇品質之重要參考，以及瞭解不同就醫身分病患對於醫療服務品質滿意度是否有顯著差異。 研究結果顯示地區醫院服務的整體服務品質，在慢性病就醫者的期望與實際所認知的服務品質，有認知程度上的差異在；且慢性病就醫者期望的服務品質和地區醫院從業人員所認知的病患期望服務水準方面，亦有認知程度上的差異。 不同屬性顧客，對其實際所感受到的地區醫院服務水準，在五大服務構面均呈顯著性的差異。

Medical treatment information between doctor and patient is highly unequal , Medical providers in the professional image protection, patients for different types of medical services will take what "expectations"? In the hospital service field , disconformation , Patient satisfaction and the quality of medical care for patients feel , is the same with other services ? If patients do not meet the satisfaction of personal effects have asymmetric gain-loss, Hospital managers in medical quality management strategies have a different mentality? If the existence of the gap between the quality of medical services and patient awareness , would help hospital management practices with the optimal use of resources and choice, thereby enhancing the hospital's competitive edge. The research to explore ways using the survey process for study in medical service quality , Is there a significant difference between the satisfaction of patient and the awareness of medical service provider The research findings show that the regional hospital overall service quality , in the hope that chronic treatment with the actual quality of service awareness and understanding of differences in; And those with chronic medical expect quality services and regional hospitals practitioners cognitive patients expect service, also acknowledges differences in the extent. Different attributes customers feel their actual level of regenal hospital services in the five major service institutions , all exhibited significant sexual differences. In medical service quality , Is there a significant difference between the satisfaction of patient and the awareness of medical provider.