https://scholars.lib.ntu.edu.tw/handle/123456789/109460
標題: | 醫療市場資訊的初步探討:醫院口碑的可信度分析 | 其他標題: | Determinants of patient satisfaction and recommendation of a hospital: effects of interpersonal and technical aspects of hospital care | 作者: | 鄭守夏 | 關鍵字: | Patient Satisfaction;Recommendation;Hospital;Quality of Care;Taiwan | 公開日期: | 31-七月-2002 | 出版社: | 臺北市:國立臺灣大學公共衛生學院衛生政策與管理研究所 | 摘要: | Objectives. To examine the determinants of patient satisfaction with and recommendation of a hospital with a special focus on the interpersonal and technical performance of hospitals. Design. Survey of patients with 4 specific conditions after their discharge from hospitals. Setting. Accredited district teaching hospitals nationwide in Taiwan. Participants. A total of 4,945 patients from 126 hospitals diagnosed with or undergoing procedures related to stroke, diabetes mellitus, cesarean section or appendectomy were interviewed by telephone. Main outcome measures. Overall patient satisfaction and recommendation were measured by single-item questions. Interpersonal skills were measured by three items– doctors’ explanation, attitude, and caring. Technical skills were measured by another three items- hospital equipment, clinical competence, and outcome of treatment. Results. Patient satisfaction and recommendation did not always agree with each other, 20.8% of the not-satisfied patients still recommended the hospital. Patient ratings of interpersonal and technical performances were two major predictors of their satisfaction and recommendation. For all four of the conditions, technical aspect was more important than interpersonal skills in determining patient recommendation of a hospital according to the standardized regression coefficients. On the other hand, the magnitudes of effects of the interpersonal and technical skills on patient satisfaction were not consistent among the four conditions. Conclusion. The preliminary results imply that a hospital with high percentage of patient satisfaction does not necessarily receive a high level of recommendation. This finding provides new insights for researchers and for hospital managers who devote resources exclusively for achieving highest possible levels of patient satisfaction. |
URI: | http://ntur.lib.ntu.edu.tw//handle/246246/4744 | 其他識別: | 902415H002025 | Rights: | 國立臺灣大學公共衛生學院衛生政策與管理研究所 |
顯示於: | 健康政策與管理研究所 |
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902415H002025.pdf | 117.56 kB | Adobe PDF | 檢視/開啟 |
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