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金門醫院復健科之醫療服務品質IPA分析 = Applying Impor...

國立高雄大學高階經營管理碩士在職專班(EMBA)

金門醫院復健科之醫療服務品質IPA分析 = Applying Importance-Performance Analysis to Diagnose Medical Service Quality of Department of Rehabilitation of Kinmen Hospital

紀錄類型:	書目-語言資料,印刷品 : 單行本
並列題名:	Applying Importance-Performance Analysis to Diagnose Medical Service Quality of Department of Rehabilitation of Kinmen Hospital
作者:	鍾姸,
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:	64面圖，表 : 30公分;
標題:	復健醫療
標題:	SERVQUAL
電子資源:	http://handle.ncl.edu.tw/11296/ndltd/26325497225466168823
附註:	參考書目：面47-52
附註:	103年12月16日公開
摘要註:	金門縣102年老年人口比例已達11%以上，身心障礙者人數達五千八百餘人，隨著人口老化及身障者增加，復健醫療需求也隨之增高。然而金門醫療資源缺乏，近十年來皆為全國最低之縣市。為提高自身競爭力及有效提高復健科之醫療服務品質，本研究主要目的在探討衛生福利部金門醫院復健科提供之服務與個案需求是否存在品質與期望之落差。本研究使用SERVQUAL服務品質之構面為量表進行量測，輔以重要性-表現程度分析(Importance-Performance Analysis, IPA)，探討衛生福利部金門醫院復健科服務品質之重要性及實際服務表現之關係。共回收有效問卷225份，為了解金門醫院復健科在各項目之重要性與表現程度情形，IPA分析將所有品質項目分成四個象限。結果得知需要優先改善者為「復健治療室擁有先進的醫療設備」、「治療人員會說明及解釋疾病治療的計劃及方式」及「治療人員會在其承諾的時間提供專業服務」。本研究依據所得到的IPA四象限結果，對衛生福利部金門醫院復健科的服務品質提升，給予未來經營策略上之建議，主要為(1)改善治療環境之設備與項目並應加強追蹤病患復原狀況；(2)加強治療人員與病患溝通技巧、危機處理能力及治療計劃之交接；(3)復健時間應依照患者需求予以調整。 Kinmen, an outlying island of Taiwan, in which 12 thousand populations lived with 11% of all are elders and more than 5,900 disabled people. Recently, the growth ratio of disabilities causes more needs of rehabilitation, whereas, the lack of medical resource is always a major problem in Kinmen for 10 years. In addition to Kinmen Hospital, there are two rehabilitation centers in Kinmen County. In order to improve competitiveness and medical service quality, the purpose of this study is to explore the expectation-performance gaps between service supplier (Rehabilitation Department of Kinmen Hospital) and customers.The study applied Importance-Performance Analysis (IPA) to discuss the perceived importance and customers’ satisfaction toward the Service Quality of Kinmen hospital rehabilitation department. Based on the analyses from 225 valid questionnaires, result showed 3 items should be most concentrated: “Kinmen Hospital Rehabilitation Department should have up-to-date equipment”, “The crew should explain the treatment program and methods”, and “The crew should serve by a promised time”. According the result, the study provided some further management suggestions as following to Rehabilitation Department of Kinmen Hospital: (1) Equipment improvement and following healing process of patients; (2) Enhance the communication skills of the crew; (3) Time for treatment should be flexible for patients’ needs.

金門醫院復健科之醫療服務品質IPA分析 = Applying Importance-Performance Analysis to Diagnose Medical Service Quality of Department of Rehabilitation of Kinmen Hospital
鍾, 姸

金門醫院復健科之醫療服務品質IPA分析 = Applying Importance-Performance Analysis to Diagnose Medical Service Quality of Department of Rehabilitation of Kinmen Hospital / 鍾姸撰 - [高雄市] : 撰者, 2014[民103]. - 64面 ; 圖，表 ; 30公分.
參考書目：面47-52103年12月16日公開.
復健醫療SERVQUAL

金門醫院復健科之醫療服務品質IPA分析 = Applying Importance-Performance Analysis to Diagnose Medical Service Quality of Department of Rehabilitation of Kinmen Hospital
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