以重要事件分析法探討醫院病患對醫師服務品質認知

Exploring Service Quality Perception of Hospital Patients to Physicians by Critical Incident Technique

服務品質在醫院管理上扮演重要的角色，因為它會影響病患對就診醫院的選擇，醫院管理者需關心醫院病患對服務品質的訴求，而病患滿意與服務品質傳遞的構面有其相關，本研究以秀傳醫療體系某區域醫院為對象，以質性分析探討病患就醫時重視的服務因子，用重要事件分析法來導引出病患服務品質的重要構面。
資料收集96-100 年五年期間病患對醫師的抱怨及讚美事件共577 件，經由開放式及主軸編碼及分類共產生3 個滿意因子、13 個不滿意因子及11 個雙因子，結果歸納出8 個病患認知重要的服務品質構面：專業、效率、親切、尊重、耐心、負責、價值及倫理，除了專業構面是屬於技術面外，其餘7 個構面都和服務態度及互動關係有關。病患對醫師最滿意的前三項構面是耐心、親切及專業；病患最不滿意的前三項構面是專業不佳、效率差及不親切。
本研究結論可幫助醫院管理者及醫師瞭解病患的實際需求，作為醫院訂定服務品質策略的參考，使醫師提供更符合病患需求的服務，提升醫院的服務品質。

Service quality is important to the management of hospitals since it influences patients’ choice about their providers. Managers need to be concerned with what patients think about service quality. Patient satisfaction is significantly related to the service quality dimensions during service delivery. This study is set out to identify the service quality dimensions relevant to patients by qualitative analysis of critical incident technique. It is important in revealing the dimensions patients construct around the service experiences.
Data were collected as 577 complaint and compliment incidents reported by patients regarding physicians’ service quality from 2007-2011 at a regional hospital in Taiwan. 3 satisfiers, 13 dissatisfiers and 11 criticals were elicited, from which we concluded a total of 8 service quality dimensions as professional, efficiency, chin-chieh, respect, patience, responsibility, value and ethics. Only professional belongs to technical dimension; the others belong to functional dimensions which refer to the manner, interaction during service delivery, and psychological level of performance. The top three satisfactory dimensions for patients are patience, chin-chieh and professional, while professional, efficiency, and chin-chieh are the last three dimensions which patients consider as the most dissatisfied dimensions to physicians’ services.
These findings might contribute to make administrative managers and physicians understand the patient-oriented demand and provide a way that helps adopt a strategy to enhance the service quality between patients and physicians in hospitals.