醫療品質、病患滿意度與病患後續醫療行為意圖－以國軍南部某醫院為例
A study on Medical Quality, Patient's Satisfaction and Follow-up Intention
- An example of Army Hospital in Southern Taiwan
許榮譽 1 , 溫源鳳 2 , 徐東寶 3
1 立德管理學院科工業管理學系
2 國立高雄海洋科技大學運籌管理學系
3 立德管理學院科技管理研究所
摘要
本研究以國軍南部某醫院的門診病患為研究對象，從醫療服務品質的三個構面 ( 醫療過程、環境設施、病人安全等），探討醫療服務品質、病患滿意度與病患後續行為意圖的相關性，及人口統計變項與期望服務及知覺服務績效間之差異。
研究結果顯示，病患對個案醫院之整體醫療服務品質的期望服務高於知覺服務績效。軍人在「醫療過程」及「醫院環境設施構面」整體滿意度高於民眾。病患再回診之機率以低教育程度高於高教育程度，男性再回診機率高於女性，軍人再回診機率高於民眾，且初診病患有較高之再回診意願。高滿意度之病患願意介紹親友至案例醫院就診的機率以低教育程度高於高教育程度，在「醫療過程」構面，滿意度越高，正向選擇的機率越高，而願意介紹親友至案例醫院診治之病患對該院整體滿意度與不會介紹親友之病患整體滿意度有顯著之差異。高滿意度病患再回診的機率顯著高於低滿意度病患。
關鍵詞 ：醫療服務品質、病患滿意度、再回診意願
ABSTRACT
The purpose of this study is to study medical care quality, patients' satisfaction, the main and intervening effects of patient's follow-up behavior intention. The sample are selected from outpatient department of Army Force Hospital in southern Taiwan . Three factors (medical procedure, medical facility and patient security) of medical care quality are applied to explore the relationship among medical care quality, patient's satisfaction and patients' follow-up behavior intention. The population group differences in gap between expectation of service performance and feeling of service performance is also investigated.
The result shows that the expectation of service performance to whole medical care quality is higher than the feeling of service performance. Military population is more satisfactory than general population in medical procedure and medical facility. The rate of willing back to hospital is higher in low education population than high education population, male population than female population and military population than general population. The new patients had higher rate of back to hospital than old patients. The rate of satisfied patients recommending family to their hospital is higher in low education group than high education one. In medical procedure aspects, satisfactory patients has higher positive section rate. The satisfactory rate of patients recommending family to their hospital is higher than non-recommending group. The high satisfaction group has higher rate of back to hospital than low satisfaction group.
KEYWORDS: Medical care quality , Patients satisfaction , Follow-up Intention.