優化健診顧客於放射科受檢流程

Abstract

目的：本計畫針對健診顧客於放射科檢查之流程進行探討與改善，以提升健診顧客於放射科之顧客滿意度。 材料與方法：問卷製作參考PZB缺口模型理論，並以SERVQUAL量表作為模版，分為5大項，設計共23個題目。依據調查結果以「動線標示或指標清楚」、「檢查動線的流暢度」列為2大改善方向，改善方法利用資訊流如:路線指示影片、QR code、APP等。 結果：「動線標示或指標清楚」滿意度由87.2%提升至90.2% (p值=0.06)；「檢查動線的流暢度」滿意度由87.8%明顯提升至92% (p值=0.02)。再將改善後23個問題的重視度及滿意度結果繪製成IPA (important performance analysis)分析圖，進行結果分析與探討。 結論：滿意度結合重視度一起分析，可以更客觀的瞭解顧客是否感到滿意，進而針對問題改善，可以有效的改善顧客滿意度。  Aim: The accreditation of teaching hospitals encourages medical staff to present research papers. In this study, we sought to assist medical staff in resolving their research-related dilemma and developing their research interest and ability. Methods: The medical staff of XYZ hospital participated in this study. A questionnaire survey was conducted among the participants. The 28-item questionnaire included questions on the participants’ demographics, experiences related to research and journal submission, research needs, and some open‑ended questions. Results: In total, 113 questionnaires were returned. Of the participants, 54.9% had experience in research paper (mostly domestic journal publications and conference proceedings) presentation and 60% were interested in research. The participants regarded the following three tasks as obstacles to conducting research: data analysis, manuscript writing, and manuscript submission and revision. The participants’ ability to draft manuscripts and use statistical software needed improvements. Conclusions: Our findings and the participants’ feedback may serve as a reference for designing in-service courses and relevant policies for medical staff. Teaching hospitals should provide practical assistance to their medical staff for conducting research in addition to clinical practice.