| Summary: | 碩士 === 國立中山大學 === 公共事務管理研究所 === 92 === As the pre-hospital emergency medical service experienced a series of interactions, so they should be well-managed to improve the needs of patients and the quality of pre-hospital EMS. Based on the approaches of service encounter, we can further understand and guide the performance of EMT and the reactions from patients. Especially besides the technical aspect, we expected that the quality of pre-hospital EMS and the evaluation made by general people will be also emphasized.
We can see that partly EMS disputive events were happened because there are some communication problems between EMT and family members. And the communication problems were almost originated from the mutual mis -understanding and self-servicing biases. The anticipation and consciousness demand difference enlarges, causes to have the dispute.
The research first carries on the important instance to investigate, collect 42 senior EMT from Kaohsiung city government fire department, to provide satisfaction events 31, not satisfactory events 23 carry on the nature analysis. The reasons of satisfy or dissatisfy includes: The service attitude, rescues the specialized skill, the communication ability, extra provides the service, coordinates the patient demand, rescues factor and so on equipment and rescue time. Then depends on the obtained each factor and the reference correlation literature discussion carries on the populace to ask the volume design, asks the volume revision and the test, the populace questionnaire survey and so on. Finally analyzes the populace to ask the volume adjusts the result, to have rescued the service contact experience each factor and the populace oral traditions response relations.
The research arranges part-time workers carries on the street corner to ask the volume and the recycling, total sends out 1060, recycles 928, effectively asked volume 781, invalid ask volume 147. In view of 781 effectively asked the volume carries on a letter analysis using the SPSS software, the factor analysis, the t-test, variance statistical method and so on and regression analysis. Screens affects populace oral traditions to be supposed the multiple coefficient of correlation (correlative value) respectively is: Rescues the personnel the clothing correct manners discipline (0.236), the service attitude(0.254), the first aid technology (0.351), generally rescues the equipment (0.243), the specialty rescues the equipment (0.214) and the rescue time (0.261)and so on. After regression analysis, by factor forecast (first aid technology, specialized equipment, general equipment) oral traditions response result: R2 ＝0.137, the F test reaches extremely reveals the standard.
Conclusion：Under the government limited expenditure, wants to enhance the populace positive oral traditions to respond that, first should strengthen rescues the personnel the first aid technology, purchases the specialized first aid equipment and the general equipment in turn.
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