就診民眾選擇家醫科診所的考慮因素之初探

林 惠賢, 溫 福珍, Tsui-Hwa Tseng

Research output: Contribution to journalJournal Article peer-review

Abstract

本研究目的為:(1)探討不同區域診所顧客之基本資料的差異性;(2)探討不同區域診所顧客之選擇診所31 項考慮因素之重要排行的差異性;以及(3)探討不同區域診所顧客之選擇診所六大類考慮因素之重要排行的差異性。本研究以結構式問卷,對屏東縣三家家醫科診所顧客進行調查,共取得150份有效問卷。研究結果發現:(1)在診所顧客之基本資料中,顧客之職業、常用語言、如何得知本診所、年齡、教育程度、收入、交通時間、病患本次就診自覺嚴重程度及來本診所的次數等在不同區域診所有顯著的差異。(2)在不同區域診所顧客選擇診所時考慮的31 個因素之重要性排行有顯著交互作用。(3)不同區域診所顧客選擇診所考慮之六大分類因素(硬體設備因素、醫師因素、其他服務人員因素、方便性因素、藥品因素及經濟因素)之重要性排行無顯著交互作用,均以其他服務人員及經濟因素為首要,硬體設備因素、藥品因素及醫師因素次之,方便性因素最後。根據研究結果給予診所管理者有關提升醫療技術及服務態度、加強診所的硬體環境及區隔不同區域診所的顧客特性等建議,以提供基層診所改善服務品質的參考。
The purpose of this study was to explore (1) whether consumer’s basic characteristics varied with the location of a clinic; (2) whether the significance School Nurse, Chung-Wen Elementary School ranking of 31 considered factors for consumer varied with the location of a clinic; and (3) whether the significance ranking of six aspects of considered factors for consumer varied with the location of a clinic. A total of 150 clients from three clinics of family physician in Pingtung County completed structured questionnaires. Three important findings were drawn from this study: (1) in the basic characteristics of a clinic consumer, consumer’s vocation, language, how to know the clinic, educational level, income, traffic time, conscious severity of illness, traveling time to the clinic had significant difference in various regions; (2) the significance ranking of 31 considered factors for consumer’s choosing a clinic had significant interaction effect with various regions; (3) the significance ranking of six aspects of considered factors for consumer’s choosing a clinic had non-significant interaction effect with various regions; in the six aspects of considered factors, service member factor and economic factor were the first ranking, hardware factor, medication factor, and physician factor followed, and convenient factor was the last. Referred to the study results, there were some suggestions to a manager of a clinic for promoting cure technique and service attitude, enhancing hardware of the clinic, and segmenting consumer’s characteristics of clinics in various regions.
Original languageChinese (Traditional)
Pages (from-to)75-96
Journal長榮大學學報
Volume8
Issue number2
StatePublished - 2004

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