應用神秘客調查法評量急診第一線人員服務品質

Applying Mystery Shopper Survey to Establish a Service Quality Assessment of the Frontline Clinical Staff of a Hospital Emergency Department

醫院服務品質已成為病人選擇就醫標的之指標性因素，如何加強第一線員工服務熱忱和積極的態度，並爭取與病人接觸的前15秒關鍵時刻，將是致勝的要件。一般的問卷調查，有關服務態度的項目較粗略，而利用第三者參與式觀察法能夠親身經歷每一個就醫流程並近距離的觀察第一線工作人員之服務品質，亦能及時發現機構中潛在問題，使其在最短時間內進行改進，以提昇醫院之服務品質。本研究選擇一些神秘者扮成病人親友來觀察所有會接觸病人及其家屬之第一線工作人員的服務品質。在急診採方便取樣不記名方式，以內外科、檢傷分類二、三級、可以言語溝通之有意願病人為收案病人來進行訪查。最後發現在急診環境的複雜性和高壓力下，工作人員只能專注於病人治療過程中的實際需要，無法提供額外的服務，因此服務分數達到“普通”及“可接受”之間，顯示仍有很大的改善空間。

The service quality of a hospital has already become a benchmark factor for patients to choose their next medical care institution. It known that anything that strengthens the pro-activeness and responsiveness of the frontline service staff, especially within the first fifteen seconds after the initial contact with the patient seems to be the key to win the battle. The items regarding service attitude in a common questionnaire are often too rough to do the job. Using third person observation can provide personal experience of every step of the healthcare process and evidence of the service quality of the first line staff in close range. This approach can also find out some potential problems of the institution very quickly, so improvement can be made soon after to improve the overall service quality of the hospital. This study selected some 'mystery shoppers' dressed up as the patient's family or his/her friends to observe the quality of medical staff's service. The main subjects were, of course, the frontline clinical staff who would contact the patients and their family in the emergency department. They were asked to take sample in random and their identities remained anonymous. In addition, we also recruited some patients who could help to have a better observation on our other employees working at, say, internal medicine or the surgery departments. They are consciousness awake, and willing to communicate with us. The finding of this study is that under the high complexity and pressure in the emergency department, the staff member often could only focus on the practical needs of the patient during the treatment process. They usually 'forgot' the extra caring service. This seems to be the reason why the scores of their services normally only stayed in 'normal' and 'acceptable' levels, leaving a lot space to further improve.