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完整後設資料紀錄
DC 欄位 | 值 | 語言 |
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dc.contributor.advisor | 陳國泰(Kuo-Tay Chen) | |
dc.contributor.author | Chang-Fu Su | en |
dc.contributor.author | 蘇彰甫 | zh_TW |
dc.date.accessioned | 2021-06-15T06:49:01Z | - |
dc.date.available | 2014-07-06 | |
dc.date.copyright | 2011-07-06 | |
dc.date.issued | 2011 | |
dc.date.submitted | 2011-03-28 | |
dc.identifier.citation | 中文部份:
1. James A. Fitzsimmmons, Mona J. Fitzsimmons. (黃崇興 審閱),服務管理,台北:麥格羅.希爾出版集團 台灣分公司,民國94年。 2. 簡志誠,止痛藥的功過迷思 http://www.pain-manage.org.tw/normal/p22.htm 3. 黃啟祥,揮別產痛 迎接生命喜悅 台大醫院婦產科網頁衛教資訊 http://www.ntuh.gov.tw/obgy/edu/edu/edu-s01.aspx 4. 癌症疼痛處理指引 http://w3.nhri.org.tw/mitac/publish/pain.pdf 5. 史書華,慢中求快的挑戰者 2009年3月 Cheers 雜誌 英文部份: 6. Devin, K. Gilson. (2010). 'Using behavioral science to improve the customer experience.' McKinsey Quarterly February, 2010 7. Arkoosh, V. A., M. Cooper, M. C. Norris, L. Boxer, F. Ferouz, N. S. Silverman, H. J. Huffnagle, S. Huffnagle and B. L. Leighton (1998). 'Intrathecal sufentanil dose response in nulliparous patients.' Anesthesiology 89(2): 364-370. 8. Beyer, J. E., M. J. Denyes and A. M. Villarruel (1992). 'The creation, validation, and continuing development of the Oucher: A measure of pain intensity in children.' J Pediatr Nurs 7(5): 335-346. 9. Brady, M. K. and J. J. Cronin (2001). 'Some new thoughts on conceptualizing perceived service quality: A hierarchical approach.' Journal of Marketing 65(3): 34-49. 10. Chase, R. B. and S. Dasu (2001). 'Want to perfect your company's service? Use behavioral science.' Harvard Business Review 79(6): 78-84. 11. Chumbley, G. M., G. M. Hall and P. Salmon (1999). 'Why do patients feel positive about patient-controlled analgesia?' Anaesthesia 54(4): 386-389. 12. Cleeland, C. S., R. Gonin, A. K. Hatfield, J. H. Edmonson, R. H. Blum, J. A. Stewart and K. J. Pandya (1994). 'Pain and its treatment in outpatients with metastatic cancer.' N Engl J Med 330(9): 592-596. 13. Evron, S., M. Glezerman, O. Sadan, M. Boaz and T. Ezri (2005). 'Remifentanil: A novel systemic analgesic for labor pain.' Anesthesia and Analgesia 100(1): 233-238. 14. Ger, L.-P., S.-T. Ho, W.-Z. Sun, M.-S. Wang and C. S. Cleeland (1999). 'Validation of the Brief Pain Inventory in a Taiwanese Population.' Journal of Pain and Symptom Management 18(5): 316-322. 15. Harcourt, D. and N. Rumsey (2001). 'Psychological aspects of breast reconstruction: a review of the literature.' Journal of Advanced Nursing 35(4): 477-487. 16. Hicks, C. L., C. L. von Baeyer, P. A. Spafford, I. van Korlaar and B. Goodenough (2001). 'The Faces Pain Scale - Revised: toward a common metric in pediatric pain measurement.' Pain 93(2): 173-183. 17. Jamison, R. N., K. Taft, J. P. O'Hara and F. M. Ferrante (1993). 'Psychosocial and pharmacologic predictors of satisfaction with intravenous patient-controlled analgesia.' Anesthesia and Analgesia 77(1): 121-125. 18. Katz, J. and R. Melzack (1999). 'Measurement of pain.' Surgical Clinics of North America 79(2): 231-252. 19. Kissin, I. (2009). 'Patient-controlled-analgesia analgesimetry and its problems.' Anesthesia and Analgesia 108(6): 1945-1949. 20. Parasuraman, A., V. A. Zeithaml and L. L. Berry (1985). 'A Conceptual-Model of Service Quality and Its Implications for Future Research.' Journal of Marketing 49(4): 41-50. 21. Redelmeier, D. A. and D. Kahneman (1996). 'Patients' memories of painful medical treatments: real-time and retrospective evaluations of two minimally invasive procedures.' Pain 66(1): 3-8. 22. Redelmeier, D. A., J. Katz and D. Kahneman (2003). 'Memories of colonoscopy: a randomized trial.' Pain 104(1-2): 187-194. 23. Sechzer, P. H. (1968). 'Objective Measurement of Pain.' Anesthesiology 29(1): 209. 24. Shostack, G. L. (1982). 'How to Design a Service.' European Journal of Marketing 16(1): 49-63. 25. Spauwen, P. H. M., T. Wobbes and R. F. van der Sluis (2000). 'Immediate breast reconstruction: results and satisfaction.' European Journal of Plastic Surgery 23(4): 211-213. 26. Stuppy, D. J. (1998). 'The faces pain scale: Reliability and validity with mature adults.' Applied Nursing Research 11(2): 84-89. 27. Verhoef, P. C., G. Antonides and A. N. de Hoog (2004). 'Service encounters as a sequence of events - The importance of peak experiences.' Journal of Service Research 7(1): 53-64. 28. Zeithaml, V. A. (1988). 'Consumer Perceptions of Price, Quality, and Value - A Means-End Model and Synthesis of Evidence.' Journal of Marketing 52(3): 2-22. | |
dc.identifier.uri | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/48210 | - |
dc.description.abstract | 在服務業當中,醫療服務是與所有的民眾息息相關,而醫療服務可分為醫療專業技術及附屬服務。近年來,各大醫療院所除努力在醫療專業上的精進之外,也希望在醫病互動、環境、作業流程上能有更好的水準,以期讓病患在接受醫療服務時能有更高的滿意度。
本研究以兩個單純的醫療服務-病患自控式止痛服務、無痛分娩-為研究對象,主要研究在『病患自控式止痛服務』當中,增加主治醫師解釋相關副作用等資訊,以及增加主治醫師每日訪視,觀察病患對於『病患自控式止痛服務』的滿意度差異,藉此瞭解民眾對於醫療服務的預期,以便在服務設計上將資源做最適當的調配。結果發現,在病患自控式止痛服務當中,『止痛效果』才是影響滿意度的關鍵因素,互動品質(解釋與訪視)則無顯著影響。 研究認為,醫療服務為一高度專業的服務產業,其顧客對『結果品質』有非常高度的需求與預期,如果在資源有限的情況下,將資源投注在醫療的核心(治療的結果)上方能讓病患得到較滿意的結果。 | zh_TW |
dc.description.abstract | Among service industry, medical services are closely linked with all the people, and medical services can be divided into medical expertise and supportive services. In recent years, the major hospitals in addition to sophisticated medical professional, but also want doctor-patient interaction, physical environment, operation process to have a better standard to allow patients to receive medical services with more satisfaction.
In this study, two simple medical services - patient controlled analgesia service, pain-less labor - are the research objects. The main research in the PCA services are increase the physician explains all information related to PCA such as side effects and increase the main Attending physician visits every day to observe the difference in the degree of satisfaction to learn about the people expectation with these medical services. It was found that among patients with PCA services, analgesic effect is the key factor, and interaction quality (explanation and visit) has no significant effect. Studies suggest that health care is a highly professional service, its customers have a very high quality requirements and expectations on outcome quality. If in the case of limited resources, medical resources to put on the core service(the result of treatment) wound let the patients receive more satisfactory results. | en |
dc.description.provenance | Made available in DSpace on 2021-06-15T06:49:01Z (GMT). No. of bitstreams: 1 ntu-100-P97744002-1.pdf: 1173202 bytes, checksum: f6a14d889edb2031e8200d78d5a57e3e (MD5) Previous issue date: 2011 | en |
dc.description.tableofcontents | 口試委員會審定書 iii
中文摘要 iv 英文摘要 v 第一章 緒 論 1 第一節、研究背景 1 第二節 研究目的與方法 4 第三節 研究流程 5 第二章 文獻探討 6 第一節 服務配套與服務設計 6 2.1.1 服務之定義 6 2.1.2 服務配套與服務藍圖 8 2.1.3 知覺服務品質 10 第二節 疼痛評估與止痛效果評估 11 2.2.1 疼痛的本質 11 2.2.2 疼痛評估 12 2.2.3 自控式止痛 15 第三節 行為科學與服務滿意度 17 2.3.1 經驗與記憶 17 2.3.2 行為科學與服務接觸 18 第三章 無痛分娩研究 22 第一節、無痛分娩簡介 22 3.1.1 自然生產簡介 22 3.1.2 無痛分娩簡介 23 3.1.3 無痛分娩(LEA) service blueprint 24 第二節 無痛分娩(LEA)的滿意度調查 25 3.2.1 研究目標 25 3.2.2 問卷設計 25 3.2.3 抽樣與調查方式 25 3.2.4 結果分析 26 第四章 自控式止痛研究 27 第一節 PCA止痛服務的分析 27 4.1.1 PCA止痛介紹 27 4.1.2 PCA止痛服務的service blueprint 29 4.1.3 自控式止痛的服務整體配套(service package) 30 第二節 研究設計 31 4.2.1 研究假設 31 4.2.2問卷設計 34 4.2.3 抽樣與調查方式 35 第三節、數值分析 36 4.3.1 【增加主治醫師解釋】對病患的影響 36 4.3.2 【增加主治醫師訪視】對病患的影響 37 4.3.3 【晚兩個小時使用PCA機器】對病患的影響 38 4.3.4 疼痛指數與滿意度分析 39 第五章 結論 40 第一節 研究結論 40 5.1.1 服務元素分析 40 5.1.2 無痛分娩與自控式止痛的比較 42 5.1.3 服務最佳化 44 第二節、研究限制及後續研究建議 46 5.2.1 研究限制 46 5.2.2 後續研究 47 參考文獻 48 附錄一 簡明疼痛量表 51 | |
dc.language.iso | zh-TW | |
dc.title | 利用非藥物方式增加病患滿意度之研究
-以術後病患自控式止痛為例 | zh_TW |
dc.title | Using Non-medical Way to Improve Patient’s Satisfaction
-A Study of Patient-Controlled Analgesia | en |
dc.type | Thesis | |
dc.date.schoolyear | 99-2 | |
dc.description.degree | 碩士 | |
dc.contributor.coadvisor | 黃崇興(Chung-Hsing Huang) | |
dc.contributor.oralexamcommittee | 葉明義(Ming-Yih Yeh) | |
dc.subject.keyword | 醫療服務,服務品質,知覺服務品質,顧客滿意度,行為科學, | zh_TW |
dc.subject.keyword | Medical services,Service quality,Perceived service quality,Customer satisfaction,Behavioral science, | en |
dc.relation.page | 51 | |
dc.rights.note | 有償授權 | |
dc.date.accepted | 2011-03-29 | |
dc.contributor.author-college | 管理學院 | zh_TW |
dc.contributor.author-dept | 會計與管理決策組 | zh_TW |
顯示於系所單位: | 會計與管理決策組 |
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