國家生技醫療品質獎與國家品質標章對醫院產生的影響之探討

Abstract

背景：過去十幾年來，各國開始陸續建立國家品質獎，許多研究評估品質獎所帶來的影響，然而國內鮮少針對此類品質獎所帶來的影響進行探討。國家生技醫療品質獎，是由社團法人國家生技醫療產業策進會自2004年所成立，參與件數逐年增加，希冀藉由本研究評估此類品質獎帶給醫療院所的影響。 目的：針對獲得國家生技醫療品質獎與國家品質標章中的醫療院所類，探討參加國家生技醫療品質獎與國家品質標章競賽對參賽單位的影響，提供想要參賽的單位或是未來的研究者進行參考，也能透過本研究之建議，讓此獎的相關規範、流程、制度能更趨完善。 方法：本研究以個人深度訪談來蒐集資料，以半結構式的訪談大綱為指引，根據目的訪談分為三類受訪者：(1)國家生技醫療品質獎之單位的參賽者 (2) 國家品質標章之單位的參賽者 (3)醫療院所類的評審，將訪談內容轉錄為逐字稿，同時進行資料收集與資料分析，至資料飽和後停止招募受訪者。後續以N-vivo軟體整理訪談資料，製作出相關的圖案及表格，幫助研究者進行分析與形成結果。 結果：共26名受訪者參與研究，包含11位國家生技醫療品質獎之單位的參賽者，8位國家品質標章之單位的參賽者，7位醫療院所類的評審。研究結果發現，在參加此獎的過程中，參加單位能「統計既有數據以了解成效」、「得到評審建設性回饋」、「藉由參賽了解定位」。而在獲獎後，在醫院層面得到「提升知名度」；在單位層面受到的益處為「透過外部鑑定達到肯定」、「其他單位可以標竿學習」與「提升單位形象與知名度」為最多人提及；在個人層面也可以達到「個人提升榮譽感」與「正向鼓勵」。少數受訪者提到當時在參賽的過程中個人增加過多的額外業務導致心理壓力增加，主要原因為工作分配不均，期望未來想參加的單位在比賽時，主管單位能妥善分配工作，並注意職員心理壓力，適當做出調整。 結論：多數受訪者表示獲獎能得到肯定與榮譽感，代表單位在其服務上獲得極為成功的成果，並足以為此領域的標竿，對於單位形象與知名度、團隊向心力，皆有莫大助益，促使他們更願意進行持續性品質的改善與活動，並肯定參加比賽是一件值得的體驗。本研究亦提出建議，提供生策會與未來想參加的醫院單位參考。

Background: In the past 10 years, National Quality Award has been established successively in many countries. National Biotechnology & Medical Care Quality Award was established in 2004 by The Institute for Biotechnology and Medicine Industry (IBMI). Recently, more and more different departments of the medical institutions compete for the Award. Although various researches evaluate the influence brought by the Award, in Taiwan this field is seldom be touched. Therefore, the following research is going to explore the influence of National Biotechnology & Medical Care Quality Award on medical institutions. Purpose: The purpose of the study is to discuss the impact on those medical institutions after they participate in the competition of winning National Biotechnology & Medical Care Quality Award as well as Symbol of National Quality. Through this research, those medical institutions which want to take part in this Award or other researchers for further study can have some reference. Furthermore, through the suggestions in this research, the related rules, the process, and the system can be much more complete. Methods: In this research, the data is collected through in-depth interviews and is directed by semi-structured interview guide. According to the purposes of the interview, there are three kinds of interviewees as follows, (1)participants of National Biotechnology & Medical Care Quality Award (2)participants of Symbol of National Quality (3)reviewers of medical institutions All the interviews are transcribed into written text, and the data is simultaneously collected and analyzed. The interviewees are kept recruiting until the data is enough. Afterwards, all the data of the interviews are organized by the software, N-vivo. Then, related figures and forms are made to facilitate the analyzing process and the conclusion for the researchers. Results: There are 26 interviewees recruited in total including 11 participants of National Biotechnology & Medical Care Quality Award, 8 participants of Symbol of National Quality, and 7 interviewers of medical institutions. The results revealed that the participants of that department can know the efficiency of their work by analyzing the existing data, get constructive suggestions from the reviewers and also find their positioning through the competition. As for the winners of the awards, the medical institutions can improve their reputation; the departments can get positive affirmation from external evaluation, become a role model for other departments and also improve the image and popularity of the departments; those workers who participate in the competition can also get personal honor, and positive encouragement. Only few interviewees mentioned that they got extra work which caused the increase of the stress during the competition. The main reason is due to the imbalance of the work distribution. We hope that the supervisors of the departments can properly distribute work for those workers which want to participate in the awards in the future, pay attention to their stress, and make some arrangements. Conclusions: Almost all the interviewees shared that they got positive affirmations and the sense of honor after winning the awards. Also, as the representatives of their departments, they got notable achievement along with the affirmation of their commitment in work and become the role model in this field. Besides, the image, the popularity and the group coherence of the departments are all improved. All the benefits mentioned above prompt the participants to be more willing to continuously improve the quality and activities of their work. They all agreed that it’s worthwhile to participate in the competition. In this research, some suggestions are also offered for The Institute for Biotechnology and Medicine Industry (IBMI) and medical institutions which have interests in the competition as a reference.