健保病患滿意度之研究：以A診所為例

Abstract

近年台灣醫療技術越來越發達，各式小型診所也越來越多，讓有醫療需求的社會大眾得以就近看診，盡快解決身心靈的病痛，重新獲得健康和更好的生活品質。然而，在台灣複雜的健保制度下，小型診所從健保顧客身上可以賺取的收入和獲利空間較小，因此往往會比較重視如何開發新自費顧客、忽略既有健保顧客。此論文中的個案A診所則是反其道而行，認為應該藉由提高健保顧客滿意度和信任感來增加其未來購買自費療程的可能性。婚姻狀態和學歷被發現是會影響不同診所滿意度的因素。整體而言，治療費用和等候時間是滿意度最低的項目，因此A診所應著手提升顧客對於服務的價值認知，也應改善動線和營運流程，減低等候時間。

In recent years, medical technology in Taiwan has become increasingly advanced, and there are many more small clinics for all disciplines. Patients can easily see doctors, quickly resolve their medical needs, regain health, and enjoy better quality of life. However, Taiwan's health insurance system is complex, so small clinics tend to earn less profit from health insurance customers. Therefore, many clinics cater to self-paying customers and provide lower quality services to existing health insurance customers. Conversely, A clinic, the focus of this study, believes that self-paid medical care revenues can be increased by improving the satisfaction and trust of health insurance customers. Marital status and education were found to affect customer satisfaction. Overall, medical fees and waiting times were found to have the lowest customer satisfaction. Therefore, A clinic should strive to enhance value perceptions in customers, as well as improve patient flows and operational processes to reduce waiting times.