品質評價暨就醫行為之探討－－以衛生署台南醫院為例

A Study on The Impact of A ISO 9002 Certificated Hospital on Patient Behavior And Satisfaction toward Service Quality

本研究之目的，在於探討醫院通過ISO9002是否影響病患就醫行為，和其對醫院服務品質之評價。以剛通過ISO9002認證的衛生署台南醫院為研究主體，對門診病患或其家屬，以面訪的方式做問卷調查。為期六日，有效回收問卷為373份。內容分為四大類：1.病患對ISO9002的認知與態度；2.病患就醫行為；3.ISO實施前後病患對醫院服務品質評價；4.病患基本資料。研究結果發現，受訪者大致肯定醫院的服務品質顯著提高。有63.8%表示聽說過ISO9002此名詞；66.5%知道ISO9002為一種品質保證；顯示ISO9002在國內具有相當知名度。然而之台南醫院已通過ISO9002的比例卻只有45.5%，顯示醫院對ISO9002的宣傳仍嫌不足。經’因素分析’將服務品質問項簡化，並交叉分析之，結果呈現’知道醫院通過ISO9002與否’和’就醫行為’無顯著差異，可知ISO9002並非病患決定就醫與否的主要因素。’知道醫院通過ISO9002與否’與’服務品質評價’呈顯著差異；而’服務品質評價’和’就醫行為’亦呈顯著差異；表示ISO9002的訊息可能會造成病患提升其對醫院的主觀評價，進而影響其就醫行為。研究結論肯定ISO9002為提昇品質的優良工具，並建議醫院應以ISO為基礎，進一步實現TQM的理想。

The purpose of the study is to discuss the impact of ISO 9002 in healthcare on patient behavior and satisfaction toward healthcare service quality. The interview was made by questionnaires on ambulatory patients and their families in Tainana Hospital, Department of Health. It was practiced in 6 days and 373 questionnaires were done by face-to-face interview. There are four main parts in the questionnaire: 1. Patient perceptions and attitude toward ISO9002. 2. Patient behavior on choosing hospitals. 3. The impact on patient satisfaction toward healthcare service quality after the hospital is ISO9002 certificated. 4. General information of interviewees. The outcomes show that most interviewees agree the improvement of service quality in sample hospital. 63.8 percent of those ever heard about the terminology “ISO9002”; 66.5 percent know the quality assurance meanings of ISO9002. All these results show that ISO9002 is well known in southern Taiwan. However, there is only 45.5 percent knowing that Tainan hospital is ISO9002 certificated, which means the ISO9002 certificate information is not fully published. We used “factor analysis” to simplify the number of the questions. The statistical outcomes show it is not significant about patient behavior on choosing hospitals among those who know the hospital is ISO9002 certificated or not. It is nevertheless significant about the patient satisfaction on service quality among those who know the hospital is ISO9002 certificated or not, and also significant that those who are more satisfied would be more willingly to revisit the hospital. The conclusion may be made that the information of ISO9002 certification would not influence patients’ behavior of choosing hospitals directly. However, patients would feel more satisfied when they know that the hospital is ISO9002 certificated, and furtherly more willingly to go to the hospital. The study agrees that ISO9002 improves quality, and suggests that advanced practice on TQM be made.