The Effect of Conflict Type among Physicians on Patient Satisfaction in Emergency Department

• Main Authors: Ming-Ying Lee, 李明穎
• Other Authors: Hui-Fang Su
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/85764996297590643973

碩士 === 國立台北護理學院 === 醫護管理研究所 === 95 === The purpose of this study was to examine the effect of conflict type among physicians of Emergency Department on patient satisfaction. The predictive correlational research design was adopted. Subjects including physicians and patients or families were selected from Emergency Department of 26 teaching hospitals in Taiwan. Jehn’s Intragroup Conflict Scales (ICS) and Emergency Patient Satisfaction Scale (EPSS) developed by Taiwan Health Indicator Series (THIS) were used for data collection from Oct. 15~24, 2006. Finally 169 responses of ICS and 1,125 questionnaires of EPSS were returned with the effective response rate of 78.24% and 78.13%, respectively. In addition to descriptive analysis, confirmatory factor analysis for ICS and exploratory factor analysis for EPSS were used to examine the construct validity and mixed model of SPSS version 15.0 was analyzed to test the hypotheses. Results revealed that (1) physicians’ task conflict was significantly positively associated with satisfaction for “environmental facilities” ( = .22, P < .05), “waiting time” ( = .25, P < .005), and “service quality” ( = .20, P < .05); (2) physicians’ process conflict was significantly positively associated with satisfaction for “environmental facilities” ( = .24, P < .05), “waiting time” ( = .24, P < .005), and “service quality” ( = .20, P < .05); (3) physicians relationship conflict was not significantly associated with “environmental facilities” ( = .07, P = .76), “waiting time” ( = .13, P = .46), and “service quality” ( = -.06, P = .72). It is found that task and process types of conflict among physicians are helpful for patient satisfaction although the hypotheses were not supported. The findings would provide the reference for further research in health service industry.