| Summary: | 碩士 === 元智大學 === 工業工程與管理學系 === 97 === In nowadays competitive environment, in addition to several restrictions caused by the policy of national health insurance, medical industry is taking the risk in operation. Because the consumers are ruling the market, it is becoming the most important issue to increase the satisfaction of service and to maintain the relationship between medical staff and patients. The decision makers in hospitals even changed their mind, that is, starting to manage the hospitals in a industrial way, with the management tools of industry and entrepreneurship, in order to enhance effectiveness and efficiency. By these, the purpose of improving the quality of medical care service can be fulfilled.
The organization of hospital consists of many medical care departments. Besides the clinical unit to make diagnosis, medical technology laboratory plays a significant role in healthcare service. In order to provide the most appropriate medical service, this research utilizes affinity diagram to investigate the satisfaction of quality of the medical laboratory service for the outpatients and points out the framework of quality issue that people concern. The following study is divided into three stages to be proceeded. The first stage, the study uses Kano’s model to find out the important sequence of quality significance of medical examination service based on the patient’s satisfaction and applies analytic hierarchy process (AHP) to count out the sequence of significance for each quality issue. The second stage, according to the sequence of the results of comparing Kano’s model and AHP, decides to introduce the issue of quality function deployment (QFD). The third stage, we utilize the integration QFD and failure mode and effect analysis (FMEA) to conduct the causes of failure and negative feedback into the structure of QFD. By using the tools for improving quality, we expect to effectively meet the demand of the patient and the service quality of medical laboratory that mentioned above, even more promote the quality of the clinical service and strengthen the entire competitiveness of medical care.
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