| Summary: | 碩士 === 國防醫學院 === 公共衛生學研究所 === 98 === Background: With the advancements of living standard, the public much more concern the health issues and forces each hospital to set up a self-appraisal monitoring system to increase the quality of healthcare. However past research mainly emphasis on the patients’ satisfaction, few of them noticed about the importance of medical services which patients pay much attention to. Aims: The purposes of this study were to explore the importance and satisfaction of the medical services, finding out the most potential services demanded through the opportunity algorithms analysis. The present study also examines the relationships and find out the determinants of the overall satisfactions, patient loyalty and recommendation. Methods: A cross-sectional survey was conducted and there were 462 outpatients who recruited in a medical center in Northern Taiwan in the study. The present study employed a structured questionnaire which contains of 5 Rating Components (includes Accessibility, Appropriateness, Accessibility, Coordination, Comprehensive and Continuity) which used to measure the importance and satisfaction of the medical service. Data was analyzed using SPSS 14 for Windows. Results: The research demonstrated that the most importance service items were “hospital’s medical equipment is better than community clinic”, “medical profession” and “familiar which medical instrument operates”. Besides, patient most satisfaction with “medical equipment is better than community clinic”, “initiates the non-tobacco environment” and “keep the medical record properly”. Yet, "physician utilization", "condition of continuing care" and "service route planning or direction is clear" were the services with most in need for further improvement. The study also revealed the relationships between the overall satisfactions, patient loyalty and recommend voluntarily were remarkable. Through the analysis of regression, factors of “doctor will suggest the patient transfers to the other disciplines” or “hospital regards patient’s need”, “discuss with the patient after seeing a different doctor”, “even inform before carrying any treatment and so on behaviors” were proving to increase the patient loyalty. Present study also showed the level of patients’ satisfaction on “overall registration mode”, “doctor-patient communication”, “the burden of medical expenses” and the “solution when registration number was passed” were most able to predict the overall satisfaction of the medical center. To improve patient satisfaction, concise service route directions, professional training which emphasize on time concept and continuity care should be priorities. Conclusions: The study concludes that while the gap of the medical service were truly filling up, there may help to promote the hospital’s performance as well as the quality of the medical service.
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