• 作者： 鄭博文; 林尚平; 劉建忠
• 作者服務機構： 雲林科技大學工業工程與管理研究所; 雲林科技大學企業管理研究所
• 中文摘要： 近年來，由於臺灣社會與經濟的發展，人們開始重視自己的生活品質，關心自己的健康品質，因此在無形中，民眾對醫療服務的需求也日益殷切，並且要求醫院能提供更好的醫療環境、醫療設備，和良好的醫療品質。此外，由於國內醫療環境的迅速變化，如全民健康保險的實施、醫療網的建立、新醫院的增加、與高科技醫療設備的不斷引進，造成醫療市場的劇烈競爭，迫使醫院需要不斷的改善作業，做好資源的有效利用，以降低成本、減少浪費，唯有如此，醫療服務品質及其競爭力方得以提昇。然而，國內的醫療院所對如何提昇醫療服務品質與病患滿意度的作法仍然欠缺一個有效的方法。因此，本研究透過品質機能展開法擬訂一個醫院門診服務優先改進措施的方法，並應用於省立豐原醫院門診部門，期以提昇該醫院之門診服務品質和門診病患之滿意度。
• 英文摘要： In the recent years, because of the social and economic developments, the people in Taiwan are beginning to careabout their own living and health quality. Therefore, people are increasingly emphasizing their needs of health care ser-vice and ask for better environment, equipment and quality of health care. Due to the expeditious changes of domestichealth care environments, such as the implementation of National Health Insurance, the establishment of health care net-work, the increasing of new hospitals, and importing high technology of medical equipment, the market of health care isbecoming more competitive than ever before. As a result, hospitals are forced to improve their operation processes andmake better utilization of their resources in order to reduce costs and wastes. By doing so, hospitals can improve theirservice quality of health care and competitive capabilities. Due to the lack of an effective procedure in the improvementprocesses of health care quality and patients' satisfaction, this research applied the method of Quality Function Deploy-ment to establish a way of improving service quality in the Out-Patient Department of the Taiwan Provincial Feng YuanHospital. It is hoping that the results of this research will improve the service quality and the patient satisfaction in theOut-Patient's Department.
• 中文關鍵字： 醫療服務品質; 病患滿意度; 品質機能展開法; 門診部門
• 英文關鍵字： Service Quality of Health Care; Patients' Satisfaction; Quality Function Deployment; Out-Patient Department