提升醫院資訊系統滿意度之研究 —以A醫療網之健保申報警示系統為例

Abstract

資訊系統所提供的服務品質，會反映在相關使用者對於資訊科技與系統的滿意度之上，並影響最後是否接受及使用該資訊科技與系統的意圖。 本研究旨在建構適用於一北台灣A醫療網醫院牙科部門診新建置之健保申報警示系統滿意度的評量量表，並以此量表衡量使用者對警示系統的期望及認知，以了解使用者對警示系統的評價。總共103位實際操作的使用者接受問卷調查，使用人員包括主治醫師、住院醫師、實習醫師、護理師及牙科助理。內容包含資訊品質、系統品質、服務品質和使用者滿意度。 經統計分析發現，科技接受模式與資訊系統成功模式的整合，亦可適用於國內醫療照護產業，各構面認知值與期望值之差距分數中，系統品質構面的差距分數是三個構面中最小的，而資訊品質構面的差距分數是三個構面中最大的。護理師對資訊品質的期望比較低(P<0.05)。熟悉系統者之期望值較高(P<0.05)。年資不到一年的人，在「與其他系統相較」的認知值是最高的。對系統熟悉度「非常熟悉」的人，所有的認知值都是最低的。沒有使用其他系統經驗的人，在各項認知值上都比有使用其他系統經驗的人高。有使用過其他系統但不太熟悉的人，對自己系統的整體滿意度最高。

The degrees of user satisfaction will reflect information system's service quality, and it will help user to access and decide to accept and use this system or not. After implementation of Healthcare Declaration Detection System in the hospitals of a medical health network in Northern Taiwan,103 medical personnel who had used the system were investigated by using constructed questionnaires. Those include visiting staff, residents, interns, nurse practitioners, and dental assistants. Four item frame surface such as information quality, system quality, service quality, and user satisfaction were studied and analyzed. In this present survey, integration of TAM and Information System Success Model is a practical model in healthcare. Among those difference score of frame surface, the lowest is system quality and the highest is information system. Nurse practitioners get lower expectation (P<0.05) in contrast with personnel who familiar with the system (P<0.05).With regard to cognitive value, Seniority less than 1 year when compared with other system and no using experience or had experience but not familiar with other system get highest score in contrast with very familiar with the system.