研究医疗服务质量的软硬属性及其对患者满意度和忠诚度的影响。

IF 1.2 4区 医学 Q4 HEALTH CARE SCIENCES & SERVICES
Quality Management in Health Care Pub Date : 2024-07-01 Epub Date: 2024-06-26 DOI:10.1097/QMH.0000000000000420
Li-Hsin Chen, Chun-Hung Chen, Jennifer Pasion Loverio, Mei-Jung Sebrina Wang, Ling-Hui Lee, Ya-Pin Hou
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引用次数: 0

摘要

背景和目的:许多研究都证实了各种服务质量维度对患者满意度和忠诚度的影响,但现有的理论模型却无法解释不同类型的患者如何评价服务质量的软硬属性。这一研究空白可能会给需要决定如何在多个部门之间合理分配资源的管理者带来问题。因此,本研究建立了住院病人和门诊病人对软硬质量评价差异的理论模型,并比较了这些评价对病人满意度和忠诚度的影响。同时,为了补充统计分析,响应学者们对医疗质量进行更多混合方法研究的呼吁,本研究还结合了在线评论分析,以提供一个接近实时的患者服务体验感知的整体画面:本研究的调查样本包括台湾一家医院的 292 名住院患者和 137 名门诊患者。我们使用偏最小二乘法结构方程模型来检验假设模型,并使用重要性-绩效图分析来识别对服务流程有意义但绩效不佳的因素。最后,我们使用文本挖掘技术搜索了谷歌地图上发布的 536 条评论,并使用 Leximancer Portal 对这些数据进行了自动内容和情感分析,以此绘制出影响患者体验的关键概念和主题:本研究的分析结果支持了以下观点:硬质量和软质量都是服务质量的关键维度,它们对住院病人和门诊病人的满意度和忠诚度有着不同的影响。具体而言,被抽样调查的住院病人非常看重医院的硬质量,但对医院并不满意。另一方面,软素质吸引了门诊患者的注意力,并影响了他们的满意度和忠诚度。此外,内容分析表明,软素质是患者留下正面或负面意见的主要原因。等待时间是引发患者负面评价的另一个关键因素:结论:无论是住院病人还是门诊病人,病人的类型都会影响对医疗机构服务质量的看法。因此,医疗机构管理者应认识到这一现象,并在解决各自服务质量问题时做出明智和有针对性的决定。重视医护人员人际交往和专业技能的发展,可能会有利于提升患者体验,并最终促进积极的在线评论。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Examining Soft and Hard Attributes of Health Care Service Quality and Their Impacts on Patient Satisfaction and Loyalty.

Background and objectives: Many studies have confirmed the influences of various service quality dimensions on patient satisfaction and loyalty, but no existing theoretical model accounts for variation in how different types of patients evaluate service quality's soft and hard attributes. This research gap may cause problems for administrators needing to decide how to distribute resources appropriately across multiple departments. Therefore, this study establishes a theoretical model of the differences between inpatients' and outpatients' evaluations of hard and soft qualities and compares such evaluations' influences on patient satisfaction and loyalty. Also, to supplement statistical analysis and respond to scholars' calls for more mixed-methods studies of health care quality, this research incorporates analysis of online reviews to provide a holistic, close to real-time picture of patients' service experience perceptions.

Methods: This study's survey sample comprised 292 inpatients and 137 outpatients from a Taiwanese hospital. We used partial least squares structural equation modeling to test the hypothetical model and importance-performance map analysis to identify factors that were significant to the service process but performed poorly. Finally, we used a text-mining technique to scrape 536 reviews posted on Google Maps, and Leximancer Portal to perform automated content and sentiment analyses on those data, as a means of mapping the critical concepts and themes that influenced patient experiences.

Results: This study's analyses support the ideas that both hard and soft qualities are critical dimensions of service quality, and that each has different influences on inpatients' and outpatients' satisfaction and loyalty. Specifically, the sampled inpatients strongly valued the hard qualities of the hospital but were not satisfied with it. On the other hand, soft qualities attracted outpatients' attention and influenced their satisfaction and loyalty. In addition, content analysis revealed that soft qualities were the main reason patients left comments, whether positive or negative. Waiting time emerged as another critical element in triggering patients' unfavorable reviews.

Conclusions: Patient population type, whether inpatient or outpatient, has been found to impact perceptions of service quality within health care institutions. As such, health care administrators should be cognizant of this phenomenon and make informed and tailored decisions when addressing quality within their respective services. Emphasis on the development of both interpersonal and professional skills among health care personnel may prove beneficial in enhancing the patient experience and ultimately fostering positive online reviews.

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来源期刊
Quality Management in Health Care
Quality Management in Health Care HEALTH CARE SCIENCES & SERVICES-
CiteScore
1.90
自引率
8.30%
发文量
108
期刊介绍: Quality Management in Health Care (QMHC) is a peer-reviewed journal that provides a forum for our readers to explore the theoretical, technical, and strategic elements of health care quality management. The journal''s primary focus is on organizational structure and processes as these affect the quality of care and patient outcomes. In particular, it: -Builds knowledge about the application of statistical tools, control charts, benchmarking, and other devices used in the ongoing monitoring and evaluation of care and of patient outcomes; -Encourages research in and evaluation of the results of various organizational strategies designed to bring about quantifiable improvements in patient outcomes; -Fosters the application of quality management science to patient care processes and clinical decision-making; -Fosters cooperation and communication among health care providers, payers and regulators in their efforts to improve the quality of patient outcomes; -Explores links among the various clinical, technical, administrative, and managerial disciplines involved in patient care, as well as the role and responsibilities of organizational governance in ongoing quality management.
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