The Difference of Expectation in Balance Billing between Patients and Physicians Leads to the Satisfaction Gap of Medical Service

• Main Authors: Willy Chou, 周偉倪
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/35441016293060031508

碩士 === 國立中山大學 === 人力資源管理研究所 === 91 === Due to the background discrepancy, the regulations of healthy insurance, and the different situation of medical service, there is different perception of balance billing between patients and physicians. The promotion of balance billing is based on the request by law, paid by the users, and medical budget control, which can lead to lower growth rate of medical fee. The purpose of this study is not only to reveal the difference of perception of balance billing between patients and physicians, but also to find out the relationship between service satisfaction and perception gap. Cross-section research method was used to investigate the opinions of admitted patients and physicians in 65 hospitals, located in southern Taiwan and affiliated with the Bureau of National Health Insurance, by questionnaire during a 2 months period. We’d performed various statistical analyses in order to identify the different perception between patients and physicians, and the relationship between perception gap and medical service satisfaction. After extensive research on the related factors, including medical service situation, individual need, and past experience of patients, we can predict their expectation to balance billing. Besides, the discrepancy of expectation and perception between patients and physicians can cause the satisfaction gap, which may influences medical service satisfaction. Our results provided the related factors of satisfaction to the Bureau of National Health Insurance, in effort to help the promotion of balance billing.