| Summary: | 碩士 === 長榮管理學院 === 經營管理研究所 === 89 === The competitive health care market, especially the involvement of National Health Insurance, has made the health care executives reconcentrated more on meeting the expectations of the payors and customers (i.e. patients). Moreover, in order to achieve organizational survival, health care providers began to focus more on providing health care services which are more profitable. Using hemodialysis, a highly profitable health care service, as an analyzed case, therefore, this study was aimed to identify the factors which affect patients in choosing health care providers and to evaluate the patient satisfaction to their present health care providers. In addition, the relationship of patient satisfaction to patient demographics, behavior and various medical institutions has been explored. Through this study, it is expected to provide medical care executives some feedback to ensure they are in touch with customer needs and are meeting customer expectations.
This was a cross –sectional study. Using the personal interviews, 265 completed surveys from 280 hemodialytic patients in the hemodialytic units of three private health care providers in Tainan were received. Ranking analysis, factor analysis, regression analysis, analysis of variance and posterior multiple comparisons were employed. The results revealed that 1) the skills and attitudes of physicians, nurses and administrators, the availability of nephrology specialists, and the advanced hemodialysis technology were concerned most by hemodialytic patients. 2) The hemodialytic patients were satisfied most with the provision of free meals, the recommendations of their relatives, friends and medical professionals, and bus and parking services from their present health care providers. 3) The overall satisfaction of hemodialytic patients across three different health care providers did not make significantly different. However, the patient characteristics including the demographic and behavior present the different effects in the patient satisfaction.
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