https://scholars.lib.ntu.edu.tw/handle/123456789/109494
標題: | 民眾對醫院網站之需求與利用現況以及醫院因應策略之研究 A study of the Citizen’s Need and Usage of Hospital Websites and Hospital’s Coping Strategies |
作者: | 鍾國彪 | 公開日期: | 31-七月-2003 | 出版社: | 臺北市:國立臺灣大學公共衛生學院醫療機構管理研究所 | 摘要: | 本計畫的目標在於瞭解國內民眾利用醫院網站的現況、瞭解民眾希望醫院網 站提供的內容與服務種類、協助醫院了解民眾對醫院網站之需求與期待,並探討 醫院可能採行的因應策略。本計畫與國內分佈於各地區的14 家區域醫院與醫學 中心網站合作,使用網路問卷蒐集了1018 份有效問卷瞭解民眾對醫院網站之看 法。本研究並利用問卷瞭解醫院院內負責網站業務有關員工所認為的使用者對醫 院網站期待以及醫院網站服務品質落差前置因子,此部分共回收138 份問卷,回 收率46.78%。 研究結果顯示在醫院網站使用者方面,填答者在期待與實際所得到的感受之 間,在六個構面上都存有顯著的落差,並會受到使用者家庭月收入、每週網路使 用時間、網路使用歷史、教育程度、就醫主導權與婚姻狀況等因素的影響。填答 者上醫院網站的次數,則會受性別、教育程度、職業、婚姻狀況、過去半年內家 中是否有人住院、過去使用網路經驗、每週使用網路時間、是否在上醫院網站前 就常至該院就醫等級等因素的影響。填答者使用醫院網站後的就醫與推薦行為則 會受到是否在上醫院網站前就常在該院就醫、教育程度、醫院網站重視程度、家 人中是否有人身體不好需要經常看醫生、填答者婚姻、過去使用網路經驗、醫院 所在地區等因素的影響。 在醫院內負責網站業務相關的員工部分,研究結果顯示醫院員工所認為網站 使用者的期待會受員工性別的影響;在網站服務品質前置因子方面則會受到員工 性別、教育程度、職位、服務單位,以及醫院層級、醫院權屬、醫院所在地區等 因素影響。醫院資訊部門主管訪談結果顯示醫院多把醫院網站當作服務民眾的平 台、有著多元的民眾意見回饋管道,對未來看法則有分歧。在網站內容上,醫院 大多是資訊室負責大架構的建置與維護,而由單位負責人去維護各自單位的網 頁。對於醫療網站評獎的看法各醫院雖不一致,但各訪問醫院皆未特意為獲評獎 而改變網站設計。 綜合上述結論,本研究建議醫院可利用網站維持並促進醫院與現有病患之間 的關係。另外建議醫院繼續參加衛生署舉辦的優良醫療網站評獎,藉此檢視網站 的水準。主管機關也可參考民眾對醫院網站的期待,對未來醫院可能在網路上所 推出的功能進行前瞻性的因應。 The purpose of this study is, first, to understand (1) citizen’s utilization of hospital websites, (2) what kind of contents and services citizen want, (3) help hospital know citizen’s need and expectation to hospital websites, and second, to explore the hospital’s Coping Strategies. This study included 14 domestic medical centers’ and regional hospitals’ websites. 1,018 valid on-line questionnaires were collected from Internet users to understand citizen’s opinions and 138 valid questionnaires from hospital employees who charge about websites to understand how they think users feel about their website that, in users’ view, delivers excellent quality of service and to understand the potential antecedents of hospital website service Gaps, and the response rate is 46.78%. Study results from hospital websites users show that there was significantly difference between respondents’ expected and perceived, and related to family monthly income, Internet-using time per week, past experience of internet-using, educational level, the power to make medical seeking decisions and marital status. Respondents’ intensity to visit hospital website was significantly related to gender, educational level, occupation, marital status, family member’s hospitalization in the past six months, past experience of Internet-using, Internet-using time per week, frequent utilization of care before visiting hospital’s website, and hospital’s accreditation status. Respondents’ medical utilization and recommending behavior were significantly related with utilization of care before visiting hospital’s website, educational level, respondents’ degree of emphasize on website, whether there is any family member usually seeking medical care, marital status, past experience of Internet-using, and the location of hospital. Study results from hospital employees who were in charge of websites show employees’ perception of users expectation about their website related with employees’ gender. The potential antecedents of hospital website service Gaps related with employees’ gender, educational level, position, department, and hospitals’ accreditation status, hospital ownership and location of hospital. The summary of interview the chiefs of hospital information department, hospitals use website to be a platform to serve citizens, have multiple citizens’ opinions feedback channels, disagreement on hospital website’s future. In the content of website, usually the information department charge with establish and maintain the mainframe, and other departments charge with departments’ own web pages. Although there were disagreement on the award of medical websites (hold by DOH), hospitals were interviewed do not change website design for this award. 4 From all the findings above, this study recommended hospital should use website to maintain and encourage the relationship between hospital and its own patients. This study also recommended that hospitals continue attending the award of medical websites, so as to examine the website’s performance level. Health officers in charge also might refer to the citizens’ expectation about hospital websites to adopt prospective action with new on-line functions that hospital websites serve in the future. |
URI: | http://ntur.lib.ntu.edu.tw//handle/246246/5026 | 其他識別: | 912416H002010 | Rights: | 國立臺灣大學公共衛生學院醫療機構管理研究所 |
顯示於: | 健康政策與管理研究所 |
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912416H002010.pdf | 46.5 kB | Adobe PDF | 檢視/開啟 |
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