Using Kano’s Model to Explore the Quality Gap Between Medical Staffs and Patients-An Example of Low-back Pain Patients in Medical Center of Central Taiwan

• Main Authors: Sih-Fan Chen, 陳思帆
• Other Authors: 馬作鏹
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/30715804653285204684

碩士 === 中國醫藥大學 === 醫務管理學研究所碩士班 === 98 === Objective: The study aims to investigate the medical quality factors of low-back pain patients in rehabilitation and to explore the quality gap between medical staffs and patients. Methods: The study was designed for rehabilitation medical staffs and patients of medical center in central Taiwan. There were 200 questionnaires for medical staffs and 200 for patients. To sum up, there were 172 valid questionnaires of medical staffs and 181 of patients. Description analysis, multi-regression analysis and Kano’s model were for data analysis in order to explore the factors relatives to the medical quality and differences between medical staffs and patients. Results: The research results demonstrates that the “assurance” and ”empathy” dimensions are remarkable discrepancies. Kano two dimensional model in the induction factors, the perceived gap between medical practitioners and patients is “responsiveness.”In addition, the study found that the view for some quality dimensions of the medical services by the different demographic background of the patients is significant. Kano two dimensional model will change over time, patients visits the hospital should measure satisfaction continuous, at this stage is attractive quality or one-dimensional quality. After time, environmental or policy changes, it may change from the original elements of quality elements, or even reverse quality. Therefore, items should be changed in a timely manner. Managers can thus obtain the accurate information and information for improving the policy, but also enhance the satisfaction of an important basis for decision making.