An Application of IPA to Measure the Service Quality of emergency room

• Main Authors: Su-Chueh Chuang, 莊素雀
• Other Authors: Jan-Shin Hon
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/66666286278397266488

碩士 === 東海大學 === 工業工程與經營資訊學系 === 95 === The emergency room has a special characteristic which is processing urgent medical service event .Rescuing people and keep those sick alive is the first matter concerned. So the feelings of patients’ family members who accompanied them are usually neglected. However, it intensifies the relation between curing and disease, and also the misunderstanding of medical treatment. The purpose of this research is to probe into the serving importance of family members of the emergency case, their satisfactions and cognition of differences between importance and performance of service quality, in order to promote depending on the disease relation. This research used IPA (important-performance analysis; The important - performance degree analytic method) to carry on the questionnaire survey of sickness family members of the two forests branches of Zhanghua Christianity hospital and Lugang branch's emergency room. The statistical tests used SPSS/PC+ computer coverall software to construct the files and the statistical analysis and proving. There are narrating nature statistics to adopt the analytical method, t -test and the sample form factor in pairs making a variation and count analyzing to assay. Study of the materials shows that patients family members have great differences (p<0.05 ) between satisfaction and attention degree of attribute demand project of medical care of the emergency call. And the medical care demands of the patient family members are all better than satisfaction to attention degree .Difference value lies between（- 0.04 to 0.62）.It shows that there is very big improvement space in the “service quality”of the emergency call . Analyse with IPA that show that looks after four literary composition surface demands in emergency call medical treatment, the result is by “cures apprentice's detailed examining and elaboration conditioning”, “can understand the danger checked”, “the doctor listens attentively to my condition patiently”, “traffic convenience of the hospital, park convenient”,etc.They fall in quadrant I which shows unsatisfied most, need strengthening or improving the real behavior situation (concentrate here ) of its service badly. Result of study will offer executives of emergency ward to the hospital promoting and improving the clinical reference of looking after quality of medical treatment, improvement of attending to and the administrative reference on the clinical personnel's educational tactics of layers of management or drop into to consider proper resources to advise the hospital administrator, (manpower, material resources, equipment), etc..