基于IPA模式探讨两岸门诊患者对医疗服务质量之差异

Based on the IPA Model to Explore the Difference in the Quality of Medical Services between Outpatients on Both Sides of the Strait

目的探讨两岸门诊患者对于医疗服务质量重视度和满意度之差异,以及两岸门诊患者对医疗服务质量各构面和各题项的重要性-绩效分析(IPA)。方法使用分层比例抽样法对2019年4—9月北京市某二级甲等综合医院(A医院)和台中市区域医院(B医院)的1258例门诊患者进行问卷调查。结果①两岸门诊患者对于医疗服务质量的重视度在过程面-等候时间具有差异;②两岸门诊患者对于医疗服务质量各构面的满意度具有显著差异;③两岸医院门诊患者在各构面的IPA图中,过程面-等候时间和过程面-医疗过程所位于的象限有所差异。结论大陆A医院需从结构面和结果面进行改善,而台湾B医院则需通过改善过程面-等候时间、结构面、结果面进行医疗服务质量的提升。

Objective To explore the difference in the importance and satisfaction of outpatients on the quality of medical services on both sides of the strait,and the importance-performance analysis(IPA)of outpatients on both sides of the strait on various aspects and items of medical service quality.Methods The stratified proportional sampling method was used to conduct a questionnaire survey of 1258 outpatients in a second-level general hospital(A hospital)and Taichung regional hospital(B hospital)in Beijing from April to September 2019.Results 1.The degree of importance of outpatients on both sides of the strait to the quality of medical services differed in the process-waiting time;2.Outpatients on both sides of the strait had significant differences in satisfaction with various aspects of the quality of medical services;3.Hospitals on both sides of the strait In the IPA diagram of each aspect of outpatients,the quadrants of the process side-waiting time and the process side-medical process were different.Conclusion A hospital in mainland China needs to improve on the structural and outcome aspects,while the B hospital in Taiwan needs to improve the quality of medical services by improving the process-waiting time,structure,and outcome aspects.