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題名：Health Service Quality and Financial Performance: Findings from Renal Clinics in Taiwan
書刊名：管理學報
作者：卓佳慶 引用關係／劉順仁 引用關係／Romeis, James C.
作者(外文)：Cho, Chia-ching／Liu, Shuen-zen
出版日期：2012
卷期：29:1
頁次：頁61-80
主題關鍵詞：血液透析診所；醫療服務品質；財務績效；臺灣全民健康保險；Dialysis clinic；Health service quality；Financial performance；Taiwan National Health Insurance
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
  • 點閱點閱:29
本研究以台灣某大型連鎖血液透析集團所提供的內部資料進行實證分析，探討醫療服務品質與財務績效之間的關係。關於醫療服務品質，我們同時採用主觀（病患滿意度）與客觀（血液檢查數據）兩種指標。本研究之樣本來自透析集團所屬的10家診所，共計492位病患。本研究採用回歸分析檢驗影響透析診所財務績效的品質因子，實證結果發現只有主觀品質指標與獲利具有顯著正向關係，而客觀指標則不顯著。對整個連鎖集團的財務績效而言，加強對病患滿意度的要求與提供增加滿意度的支援，將是經營管理的重點。而在各項主觀的病患滿意度中，尤以對醫師專業能力的滿意度最為重要。最後對醫療主管機關來說，由於透析診所可能沒有財務誘因去改善客觀醫療品質，健保局必須考慮提高官方透析品質標準或提供適當財務誘因，才能真正保障病患權益。
The purpose of this study is to investigate the relationship between health service quality and financial performance using administrative data from a large renal clinic chain in Taiwan. The analysis helps dialysis providers clarify how quality drives profitability. With respect to quality measures, both subjective (patient satisfaction surveys) and objective measures (biochemical examinations) are employed. Data provided by the sample company consist of 492 patients from 10 different clinics. We use the regression analysis to examine how quality factors influence financial performance of the dialysis clinics by also controlling for other relevant variables. Our results indicate that only subjective measures are positively related to profits while objective measures are not. Thus, renal clinics may not have incentives to in clinical quality that bears no financial returns. Concerning financial management, the company should focus on patient satisfaction supervision and related administrative supports. In particular, satisfaction over the professional ability of physicians is the most critical quality factor relating to profits. Concerning health policy, health regulators may have to directly adjust the baseline of objective quality or provide better financial incentives to achieve better health outcomes.
期刊論文
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13.House, R.、Rousseau, K. M.、Thomas-Hunt, M.(1995)。The meso paradigm: A framework for the integration of micro and macro organizational behavior。Research in Organizational Behavior，17，71-114。  new window
14.Donabedian, Avedis(1988)。The quality of care: How can it be assessed?。Journal of the American Medical Association，260(12)，1743-1748。  new window
15.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research，3(2)，107-120。  new window
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17.Larcker, David F.、Richardson, Scott Anthony、Tuna, İrem(2007)。Corporate governance, accounting outcomes, and organizational performance。The Accounting Review，82(4)，963-1008。  new window
18.Edvardsson, Bo、Johnson, Michael D.、Gustafsson, Anders、Strandvik, Tore(2000)。The effects of satisfaction and loyalty on profits and growth: products versus services。Total Quality Management，11(7)，917-927。  new window
19.Kaplan, Robert S.、Norton, David P.(1992)。The Balanced Scorecard: Measures That Drive Performance。Harvard Business Review，70(1)，71-79。  new window
20.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Berry, Leonard L.(1988)。SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service quality。Journal of Retailing，64(1)，12-40。  new window
21.Wood, G. G.、Spahr, R.、Gerdes, J.、Daar, Z. S.、Hutchison, R.、Stewart, W. F.(2009)。Patient Satisfaction and Physician Productivity: Complementary or Mutually Exclusive?。American Journal of Medical Quality，24(6)，498-504。  new window
22.Hegji, C. E.、Self, D. R.、Findley, C. S.(2007)。The Link between Hospital Quality and Services Profitability。International Journal of Pharmaceutical and Healthcare Marketing，1(4)，290-303。  new window
23.Hynes, D. M.、Stroupe, K. T.、Greer, J. W.、Reda, D. J.、Frankenfield, D. L.、Kaufman, J. S.、Henderson, W. G.、Owen, W. F.、Rocco, M. V.、Wish, J. B.、Kang, J.、Feussner, J. R.(2002)。Potential Cost Savings of Erythropoietin Administration in End-Stage Renal Disease。The American Journal of Medicine，112(3)，169-175。  new window
24.Levy, J. M.、Robst, J.、Ingber, M. J.(2006)。Risk-Adjustment System for the Medicare Capitated ESRD Program。Health Care Financing Review，27(4)，53-69。  new window
25.Li, Z.、Lew, N. L.、Lazarus, J. M.、Lowrie, E. G.(2000)。Comparing the Urea Reduction Ratio and the Urea Product as Outcome-Based Measures of Hemodialysis Dose。American Journal of Kidney Diseases，35(4)，598-605。  new window
26.Nelson, E. C.、Rust, R. T.、Zahorik, A.、Rose, R. L.、Batalden, P.、Siemanski, B. A.(1992)。Do Patient Perceptions of Quality Relate to Hospital Financial Performance。Journal of Health Care Marketing，12(4)，6-13。  new window
27.Sitzia, J.、Wood, N.(1997)。Patient Satisfaction: A Review of Issues and Concepts。Social Science and Medicine，45(12)，1829-1843。  new window
28.Szczech, L. A.、Lowrie, E. G.、Li, Z.、Lew, N. L.、Lazarus, J. M.、Owen JR, W. F.(2001)。Changing Hemodialysis Thresholds for Optimal Survival。Kidney International，59(2)，38-745。  new window
29.Van Vliet, R. C.、Van De Ven, W. P.(1993)。Capitation Payments Based on Prior Hospitalizations。Health Economics，2(2)，177-188。  new window
30.Walshe, K.(2009)。Pseudoinnovation: The Development and Spread of Healthcare Quality Improvement Methodologies。International Journal for Quality in Health Care，21(3)，153-159。  new window
31.Cleverley, W. O.、Harvey, R. K.(1992)。Is There a Link between Hospital Profit and Quality?。Healthcare Financial Management，46(9)，40-45。  new window
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圖書
1.Flood, A. B.、Shortell, S. M.、Scott, W. R.(1994)。Health Care Management: Organization, Design And Behavior。New York, NY：Delmar Publishers。  new window
2.Porter, Michael E.、Teisberg, Elizabeth Olmsted(2006)。Redefining health care: Creating value-based competition on results。Harvard Business Publishing。  new window
3.Raudenbush, Stephen W.、Bryk, Anthony S.(2002)。Hierarchical Linear Models: Applications and Data Analysis Methods。Thousand Oaks, CA：Sage Press。  new window
 
 
 
 
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