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1
題名:Quality of Service: A Survey of Patient Satisfaction from a Self-paid Physical Examination Program    
服務品質研究:自費體檢的病人滿意度之調查
著者:Mann-Li Liu(劉曼莉) ;Shan Hsia(夏珊) ;Hung-Huan Chou(周宏圜) ;Jui-Hsuan Lu(呂瑞玄) ;Kee-Ching Jeng(鄭啟清)
出版地區:台灣
出版城市:台中市
學科:醫學綜合
關鍵字:自費健檢 ; 體檢服務滿意度 ; 健康維持 ; Self-paid physical examination program ; health maintenance ; quality of service
刊名:Tungs' Medical Journal
卷期:8卷1期(2014.6)
頁碼:12-20
語言:英語
摘要: 中文摘要PDF ; 英文摘要PDF

背景:健康檢查的目的是在早期發現、早期治療。因此有必要瞭解體檢過程是否符合顧客需求及滿意程度來提昇體檢服務品質。
方法:本研究以台中榮總自費住院體檢的受檢人為研究對象,採用深度訪談及問卷調查法進行資料蒐集。調查體檢過程是否符合顧客需求及滿意度。
結果:研究發現2001及2011年受檢人來院進行體檢的(92%)滿意的為759人(89.9%)及785人(90.1%)。對於健康檢查項目,多數的項目皆認為是必要的且符合需求。其中重視的為胃鏡、大腸鏡、腹部超音波三項,而牙科、醫生檢查身體、愛滋病檢查等項目較不重要。認為標準項目外,應再增加骨質密度、乳房超音波檢查等項目。受檢原因主要是因為上了年紀、感覺健康不佳或家人要求為主。服務品質的研究項目中,除了硬體設施外、人員服務品質方面,都有相當滿意的評價。認為看診醫師及會診醫師的職能不錯(94% and 89%),隱私也良好(92%),過半認為不需要再到其他機構檢查。認為項目中的病史詢問(92%)、健檢咨詢(98%)及安排覆診(93%)相當有必要。研究發現體檢高滿意度,其願意回檢的比例高達97%。
結論:體檢服務品質,可以由是否符合顧客需求及滿意醫師及會診醫師的職能來驗証。整體而言由於服務品質受到肯定,受檢人對體檢服務滿意度高,回檢的意願相對提高,也願介紹親友。
Background: Understanding the needs and satisfaction of participants can improve the quality of service of a physical examination program.
Methods: This study recruited participants from a self-paid physical checkup program at Taichung Veterans General Hospital. Data on the quality of service, needs, and satisfaction of participants were collected from the participants through both interviews and questionnaires.
Results: For the 2001 and 2011 surveys, participants recruited for the study were satisfied with the program [759 (89.9%) and 785 (90.1%), respectively]. Most examinations were regarded as necessary, particularly those for gastroenteroscopy, colonoscopy, and abdominal echonography for cancer screening. However, dental and physical examinations and HIV screening were regarded as the least important. Participants wished for bone density testing, breast imaging, and echonography to be included in the program. In addition, participants wanted to receive their health reports earlier. Reasons for participation in the program were aging, feelings of poor health, and requests by family members. Participants agreed that physicians and consultants were competent (94% and 89%), and that their privacy was good (92%); more than half did not consider to be re-examined by other health institute. Participants also agreed that history taking (92%), health consultation (98%), and scheduling of return visits (93%) were necessary. There was a high association (97%) between the participants' satisfaction and their willingness to return for the next physical examination.
Conclusions: Satisfaction with the quality of service of a physical examination program would bring the return and recommendation to the program.


    

本卷期目次
Tungs' Medical Journal 8卷1期 (2014.6)
Cilostazol, Not Only a Vessel Dilator but Also a Decelerator of Diabetic Nephropathy/ Wen-Chin LeeHuei-Jane Lee
Quality of Service: A Survey of Patient Satisfaction from a Self-paid Physical Examination Program/ Mann-Li LiuShan HsiaHung-Huan ChouJui-Hsuan LuKee-Ching Jeng
Intranasal Z-plasty to Correct Internal Nasal Valve Stenosis: A Case Report/ Chung-Hsiung ChenStella TsaiTzu-Ming Chang
Schwannoma of the Stomach and Esophagus: A Case Report/ Pi-Teh HuangTsung-Ming ChenLien-Fu LinJong-Shiaw Jin
Bone Cement Implantation Syndrome: A Case Report and Literature Review/ Kuo-Sheng HuangKam-Sun CheungYiu-Sion ChenChun-Lai MaKee-Ming ManLiang-Chieh Wang
Epidural Blood Patch for Spontaneous Intracranial Hypotension Performed in Neurology Practice/ Hsin-Fan WangZhao-Wang LiaoHung-Hsin ChenHao-Chun Hung
A Case of Kikuchi-Fujimoto Disease Presenting with Shock/ Kai-Ting ChangHugo You-Hsien LinChang-Hung KuoChih-Hsing Hung
失智症與假性失智/ 莊慧馨
Apple Polyphenols Decelerate Acetaminophen-induced Oxidative Stress/ Huei-Jane Lee
 
   
 
   

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