[[alternative]]Research of Quality Indicators for International Medical Service in Taiwan

Abstract

[[abstract]]隨著全球化發展趨勢，世界各國皆積極發展國際醫療服務，以增加國內經濟發展效益，然而醫療服務機構必須具備相當程度之醫療服務品質，方能吸引外籍病患前來就醫。本研究希望藉由觀光醫療與國際醫療、影響國際醫療服務供需與發展之因素及醫療服務品質指標的文獻回顧，以服務品質測量量表（SERVQUAL量表）為基礎，探討國際醫療服務品質指標構面，並擬定國際醫療服務品質指標，藉由德菲法收集31位專家對台灣國際醫療服務品質指標的一致性意見，進行國際醫療服務品質指標之資料分析，篩選問卷中具有較高效度及信度之品質指標，以發展適合台灣的國際醫療服務品質指標，編製成「國際醫療服務品質指標」，作為醫院機構未來推行國際醫療服務時，提升服務品質之參考工具。研究結果顯示，「國際醫療服務品質指標」問卷經三回合德菲法專家評分後，83項醫療服務品質指標中，43項指標為重要且立即可行性服務品質指標，35項指標為重要但可行性較低，5項指標屬於不重要且不可行。其中以可靠性、保證性及文化為重要且可立即執行之構面，實體構面屬不重要但須執行構面，回應性及關懷性則屬低重要性且不易執行構面；就指標在各別構面內的重要及可行性進行分析，共計36項指標在構面內屬重要且可行指標。[[abstract]]Globalization makes the medical service been provided through all over the world and therefore causes the rapid development of medical tourism been developed from an economic standpoint. It has been realized that the patients’ perception for quality has played an important role and the quality strategies should be set according to the consumer’s standard in order to have a more competitive advantage and best practice in the healthcare industry.The aim of this research is to construct a questionnaire to develop quality indicators of international medical service for foreigner in Taiwan. A modified 3-round Delphi process is then conducted by a panel of 31 experts comprising mainly physicians, nurses and senior level managers from different hospitals, private medical clinics and academic researchers. It shows reliability, culture and assurance are the most important construct as a tool of evaluating medical service quality. There are 36 items can be used by medical institution as important and feasible indicators of medical service quality. Tangibility is a feasible by not important construct. Responsiveness and empathy are not only unimportant but also not easy to perform