Using Non-medical Way to Improve Patient’s Satisfaction -A Study of Patient-Controlled Analgesia
Date Issued
2011
Date
2011
Author(s)
Su, Chang-Fu
Abstract
Among service industry, medical services are closely linked with all the people, and medical services can be divided into medical expertise and supportive services. In recent years, the major hospitals in addition to sophisticated medical professional, but also want doctor-patient interaction, physical environment, operation process to have a better standard to allow patients to receive medical services with more satisfaction.
In this study, two simple medical services - patient controlled analgesia service, pain-less labor - are the research objects. The main research in the PCA services are increase the physician explains all information related to PCA such as side effects and increase the main Attending physician visits every day to observe the difference in the degree of satisfaction to learn about the people expectation with these medical services. It was found that among patients with PCA services, analgesic effect is the key factor, and interaction quality (explanation and visit) has no significant effect.
Studies suggest that health care is a highly professional service, its customers have a very high quality requirements and expectations on outcome quality. If in the case of limited resources, medical resources to put on the core service(the result of treatment) wound let the patients receive more satisfactory results.
Subjects
Medical services
Service quality
Perceived service quality
Customer satisfaction
Behavioral science
Type
thesis
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