| Summary: | 碩士 === 慈濟大學 === 公共衛生研究所 === 95 === In this thesis, we propose the relative agreement index and summary score from patients perceptions
to evaluate the overall performance of the investigated hospital. Besides, this serves to be a correct
analysis tool for related healthcare quality survery. The relative agreement index is defined as the ratio
of agreement versus disagreement, and the statistical properties of this index are derived. We also
propose summary scores based on the concept of weight, including mean, weighted mean, median, and
weighted median scores to evaluate the overall assessment of healthcare quality. We conduct
simulation studies to obtain empirical distributions of summary scores. Further, we collect survery data
with structured questionnaire from 427 outpatients in certain region hospital in Hualien. From
item-specific analysis results, it shows that out patients are highly agree with that the quality of medical
specialty dimension and equipment dimension are satisfied. In particular, “The environment of
outpatient services is clean.”, ” The Doctor is very attentive to what you have to say.” and “The Doctor
is attentive to patients’ medical history.” are top three agreement items. Besides,” The equipment of
outpatient services looks like old（not damageable）.” and “The waiting time of taking medicine is
justness. ” are expected to be improved in healthcare quality. As for overall evaluation, we suggest to
adopt the median score which would not over-estimate the overall performance. Approximate 79％ of
patients show positive attitudes of not attitude to agree for receving the healthcare service from the
investigated hospital.
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