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以顧客旅程地圖模式探討高齡社會的醫療服務品質----以S地區醫院為例 =...

國立高雄大學亞太工商管理學系碩士班

以顧客旅程地圖模式探討高齡社會的醫療服務品質----以S地區醫院為例 = Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital
作者:	顏玉珍,
其他團體作者:	國立高雄大學
出版地:	[高雄市]
出版者:	撰者;
出版年:	2014[民103]
面頁冊數:	80面圖，表 : 30公分;
標題:	同理心地圖
標題:	Empathy Map
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/16063795692717949525
附註:	參考書目：面68-70
附註:	103年12月16日公開
摘要註:	本研究目的從高齡病患的就醫觀點來檢驗個案醫院目前所提供的醫療服務品質之良窳，並試圖建構一個符合病患期待的就醫旅程地圖。本研究結合實地觀察法、訪談法、以及三種質性方法：例如運用同理心地圖找出高齡病患需求；進而從人物誌界定顧客區隔；最後透過顧客旅程地圖改善醫療服務流程。從訪談結果得知多數的病患是以親友推薦最多、其次是地點適中與服務態度好，這顯示個案醫院的服務是有口碑的，應掌握此優點對於工作人員持續加強服務的訓練。本研究透過一連串的質性分析所建構的顧客旅程地圖，建議個案醫院需改善：1).在流程與環境上：醫院的動線利用不同顏色於地面做標示，工作人員主動告知或指引病患就診的路線與方向、藥局的尖峰時段應加派人手支援；2).在設備上：增加網路掛號功能以減少病患等候的時間、提供等候的病患使用無線的WiFi、汰換老舊醫療檢查設備例如胃鏡、肺功能、汰換看診叫號系統，讓病患能知悉看診進度，相關的醫療系統如放射室、衛教室、復健室的檢驗或檢查或治療報告應連線、對於複雜慢性病患進行整合醫療照護、經病患的同意下以電話或簡訊貼心地通知回診拿藥或看報告或複檢；3).人員方面：應增設志工協助病患、醫護人員的溝通技巧上仍需加強。 The purpose of this thesis is to evaluate the case hospital’s service quality based on the perspective of the elderly patients. This study combined the methods of field observation, interview, and three qualitative methods, which are to identify the needs of the elderly patients from empathy map, then define customer segmentation from the persona, and improve medical service processes through customer journey map in the long run.Based on the result of interviews with patients, we found that most of the patients come to this case hospital because of their relatives and friends’ recommendation, followed by convenient location and good service attitude, which indicates that the service of case hospital is reliable.Via the customer journey map constructed by a series of qualitative analysis, this study provided three suggestions for the case hospital. First, in terms of process and environment, they should use color to mark routes to different sections of the hospital; the staffs should also actively help patients to find out the route. In addition, extra staffs in pharmacy are needed to be deployed in case of peak time. Second, in terms of hospital equipment, online registration system is adoptable to reduce patients’ waiting time. Wireless internet should also be provided while patients are waiting for their turn. It is also necessary to replace outdated equipments, such as stomach and lung checking machines. Electronic indication system should also be replaced so that the patients know the exact progress. There should be electronic connections between different examination departments. For the complicated chronicle patients, integrated health care is suggested. With the agreement of patients, hospital can use telephone and text messages to remind the patients of check-up or seeing reports. Third, in terms of human resource, volunteers are required at the front door to help the patients. Medical staffs’ communication skills need to be further improved.

以顧客旅程地圖模式探討高齡社會的醫療服務品質----以S地區醫院為例 = Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital
顏, 玉珍

以顧客旅程地圖模式探討高齡社會的醫療服務品質----以S地區醫院為例 = Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital / 顏玉珍撰 - [高雄市] : 撰者, 2014[民103]. - 80面 ; 圖，表 ; 30公分.
參考書目：面68-70103年12月16日公開.
同理心地圖Empathy Map

以顧客旅程地圖模式探討高齡社會的醫療服務品質----以S地區醫院為例 = Applying Customer Journey Map to Explore the Quality of MedicalServices in an Aging Society ----- The Case of S Local Hospital
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