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題名：有形和無形醫療服務品質、針灸結果、醫病關係與病患滿意度之關係：以軟組織針灸治療為例
書刊名：組織與管理
作者：邱燈助／蕭由義／葉淑娟
作者(外文)：Chiu, Teng-chu／Shiao, Yo-yi／Yeh, Jennifer Shu-chuan
出版日期：2012
卷期：5:1
頁次：頁79-110
主題關鍵詞：醫療品質；滿意度；醫病關係；針灸；軟組織損傷；Health care quality；Satisfaction；Physician-patient relationship；Acupuncture；Soft tissue injury
原始連結：連回原系統網址new window
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  • 被引用次數被引用次數:期刊(3) 博士論文(0) 專書(0) 專書論文(0)
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  • 共同引用共同引用:88
  • 點閱點閱:94
在醫療行業裡，有關滿意度的研究不少，但是，研究中醫的文獻不僅相對較少，有關針灸治療滿意度的研究更是寥寥可數。本研究之目的即在藉由探討軟組織損傷病患接受針灸治療的滿意度，以分析影響病患滿意度的因素，並驗證影響因素之間的關聯性。本研究採橫斷式調查，以南部某區域教學醫院中醫科針灸治療之軟組織損傷病患為樣本，共收集143份問卷；研究方法以描述統計、因素分析、迴歸分析為主。結果發現：一、針灸結果與醫病關係對病患滿意度有直接影響，並能透過知覺價值的中介作用對病患滿意度產生間接影響；二、無形的服務品質對病患滿意度有直接影響，但有形的服務品質則無；三、無形與有形的服務品質皆無法透過知覺價值對病患滿意度產生間接影響；四、比較各前因變項對於病患滿意度之影響效果，其中，醫病關係對病患滿意度之預測力最高，其次是針灸結果，再次是無形的服務品質；而有形的服務品質則沒有顯著影響。由上述結果可知，對於軟組織損傷之針灸治療病患來說，醫病溝通、了解病患痛苦、看診時間、病情說明等所謂的醫病關係，是影響病患滿意度的最大因素，甚至比針灸結果的影響還大，顯示病患渴望獲得更多的醫療資訊及善待。此一研究結果，期能提供中醫醫療院所作為經營管理之參考。
Patient satisfaction has been studied a lot in health care. However, few studies focused on traditional Chinese medicine, particularly for acupuncture theory. The purpose of this study aimed to investigate the factors affecting the patient satisfaction and the relationships among those factors. This was a cross-sectional design with soft tissue injury patient receiving acupuncture therapy. One hundred and forty three questionnaires were collected from a southern regional teaching hospital. Descriptive analysis, factor analysis, and regression analysis were performed to attain the research purposes. The study found that: (1) Both "outcome of acupuncture therapy" and "physician-patient relationship" could have direct effect on "satisfaction of patients" and indirect effect on "satisfaction of patients" through perceived value. (2) "intangible service quality" could have direct effect on "satisfaction of patient," but "tangible service quality" couldn't. (3) Both intangible and tangible service quality could have no effect on "satisfaction of patients" through perceived value. (4) A comparison of the effect of each variable concerning patient satisfaction showed that "physician-patient relationship" was the best predictor for satisfaction; followed by "outcome of acupuncture therapy," and "intangible service quality," while "tangible service quality" had no significant influence. In conclusion, for patients who received acupuncture therapy to treat soft tissue injury, the "physician-patient relationship," including communication between physicians and patients, response to patient's suffering, consultation time, and physician explanation, were the most critical factor affecting patient satisfaction, even more decisive than outcome of acupuncture therapy. Those results showed that patients desire for more medical information and being treated in a caring manner. It is hoped that the above results can serve as future reference for the management and operation of medical institution of Chinese medicine.
期刊論文
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5.張智雅(20061200)。另類療法醫病關係之初探：從傳統跌打損傷館患者就診行為之田野觀察談起。嘉南學報.人文類，32，334-349。new window  延伸查詢new window
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13.紀櫻珍、紀琍琍、吳振龍、黃松元(20061200)。醫學倫理與醫病關係。北市醫學雜誌，3(12)，1144-1154。  延伸查詢new window
14.胡秀媛、邱紹一、李友錚(20071000)。臺灣顧客滿意度模式之先期研究：以醫療服務業為例。醫護科技學刊，9(4)，249-266。new window  延伸查詢new window
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17.康健壽、陳介甫、周碧瑟(19941000)。中醫門診病人對傳統醫學的認知、態度與行為意向的分析研究。中華公共衛生雜誌，13(5)，432-441。new window  延伸查詢new window
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24.Dodds, William B.、Monroe, Kent B.、Grewal, Dhruv(1991)。Effects of Price, Brand, and Store Information on Buyer's Product Evaluations。Journal of Marketing Research，28(3)，307-319。  new window
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會議論文
1.謝喜年、鄭時宜(2006)。醫療產業服務品質滿意度之比較--以高雄地區三家醫學中心為例。創新、整合與應用研討會，樹德科技大學企業管理學系 (會議日期: 95年5月)。高雄縣。  延伸查詢new window
研究報告
1.ECSI Technical Committee(1998)。European Customer Satisfaction Index: Foundation and Structure for Harmonized National Pilot Projects。ECSI Steering Committee。  new window
學位論文
1.巫坤豪(2001)。台灣地區民眾對醫師或醫院忠誠度之相關因素探討(碩士論文)。長庚大學。  延伸查詢new window
2.林宮美(1992)。求醫行為研究(碩士論文)。國立臺灣大學。  延伸查詢new window
3.康健壽(1992)。中醫門診病人求診教學醫院中醫部或一般中醫診所的相關因素之探討(碩士論文)。國立臺灣大學。  延伸查詢new window
4.顏仲毅(2007)。美容整形手術之病患滿意度與忠誠度模式建構，與其影響因子分析(碩士論文)。國立臺灣大學。  延伸查詢new window
5.O'Loughlin, C.、Coenders, C.(2002)。Application of the European Customer Satisfaction Index to Postal Service: Structual Equation Models versus Partial Least Squares(博士論文)。University de Girona。  new window
6.張豐壹(1999)。健康保險對「門診就醫」與「自購成藥」之影響--以老人醫療為例(碩士論文)。國立中央大學。  延伸查詢new window
7.張麗娟(2009)。中醫復健科忠誠度之研究(碩士論文)。亞洲大學。  延伸查詢new window
圖書
1.Hair, J. F.、Anderson, R. E.、Tatham, R. L.、Black, W. C.(1995)。Multivariate data analysis with readings。Upper Saddler River, NJ：Prentice-Hall。  new window
2.莊逸洲、黃崇哲(2000)。醫務管理學系列：財務、研究、品質暨設施管理。臺北市：華杏。  延伸查詢new window
3.Smith, I.(2003)。Meeting customer needs。Oxford：Butterworth-Heinermann。  new window
其他
1.蔣永寵(2004)。國外顧客滿意度技術引介，http://sqin.cpc.org.tw/csi/dept/93introd_CSI.pdf。  延伸查詢new window
 
 
 
 
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