醫院工作認知與國際服務品質認證效益認知之關聯──以南部某醫學中心為例

Correlation Between Job Cognition and Perceived Benefits of International Service Quality Certification Among Hospital Staff

目的：為塑造優質的服務文化，貫徹以病人為中心的服務理念，個案醫院推動國際服務品質認證，為瞭解工作人員對於工作認知以及國際服務品質認證效益的認知，是否與人員的年資、教育程度等項目有所不同。可提供想要推行國際服務品質認證之機構於推動規劃之參酌。
方法：本研究自行設計結構式問卷，探討個案醫院員工之性別、工作年資、年齡等基本資料，對於院內進行國際服務品質認證效益以及工作之認知差異，利用統計軟體SPSS分析問卷調查之數據。
結果：問卷發放244份，回收124份。回收問卷中以女性、非主管、臨床單位、年資以16年（含）以上、21~40歲人員、研究所（含）以上學歷人數最多。而研究結果顯示職別、工作年資及單位別，對於工作認知與對國際服務品質認證之認知會有較為顯著之差異。
結論：員工對於推行國際服務品質認證效益的認知和工作認知受多種因素的影響，醫院管理層需要積極宣傳認證的好處，爭取資深同仁的支持，此外臨床單位人員多為一線工作者，與病人或家屬較為直接接觸，更是影響服務品質認證推動效益的主要對象；對工作的認知對於人員對服務品質認證效益的認知具高度預測力，因此，明確的工作流程以及具支援性的工作環境對於服務品質認證之推動應為相當重要的方向及目標。

Objective: To establish a quality service culture and offer patient-centered service, our hospital (located in Southern Taiwan) is promoting international service quality certification. This study was conducted to determine whether job cognition and the perceived benefits of job certification vary by staff seniority and education level. Our findings may guide organizations seeking to implement international service quality certification as part of their strategic planning.
Methods: A structured questionnaire was used to collect data, including age, sex, and work experience, from hospital staff. The data were analyzed using SPSS, and the effects of international service quality certification on hospital operations were examined. We also explored associations of job cognition with staff characteristics.
Results: Of 244 distributed questionnaires, 124 were returned. Most respondents were women, played nonsupervisory roles, were from clinical units, had work experience (inclusive) of≥16 years, were aged 21–40 years, and had attained graduate education or higher. Job recognition and the perceived benefits of international service quality certification varied depending on designation, work experience, and service unit.
Conclusions: Hospital staff’s job cognition and perceived benefit of international service quality certification are multifactorial. Hospital management must effectively communicate the benefits of such certification and garner support from experienced staff. Furthermore, because most clinical staff are frontline workers who interact directly with patients or their family members, the role of clinical staff is crucial in realizing the benefits of service quality certification. Job cognition is essential for understanding staff’s appreciation of certification benefits. Therefore, establishing clear work processes and a supportive work environment are crucial for advancing service quality certification.