| Summary: | 碩士 === 國立陽明大學 === 醫務管理研究所 === 95 === Due to the implementation of the National Health Insurance(NHI), residents of Taiwan have had better access to medical care since 1995. The NHI has increased patients’ awareness of their own health problems, and resulted in an urge demand of high quality medical services. However, according to the NHI, the crucial factors lies on ensuring an efficient medical service as to prevent possible clinical complications. Given this premise, doctors have to take significant roles in bridging the communications with patients, and have to seek solutions releasing conflicts. The aim of this study are as the following:
1.Physicians have intention to solve conflicts.
2.Communication strategies used for solving conflicts and their influences can be measured.
3.Hospital’s culture in solving conflicts can have significant impact on physicians’ intention to solve conflicts.
4.Physicians’ personal characteristics, communication skills and hospital culture of solving conflicts have impact on physicians’ intention to solve conflicts.
To achieve these goals, this study also focuses on problem-solving strategies adopted by Thomas in two main areas: co-cooperativeness which ensures the nature of a conflict and culture of conflicts recognition which describes the atmosphere of conflict solution. Besides, this study aims at examining five possible communicating strategies adopted by doctors, as well as their relationship with the atmosphere of conflict solution in the inside a hospital.
A structured questionnaires combined and revised from three different questionnaires was used for collecting data from doctors who participated in this study. The questionnaire was validated by a group of physicians and its reliability was assessed by Cronbach’s α which is between 0.567 to 0.874).
Results indicate that there is a direct relationship between physicians’ communication skills and their intentions to solve conflicts. Further, it also gives an evidence in the study that there is no relationship between physicians’ intentions to solve conflicts and hospitals’ culture in conflict resolution.
Findings of this study suggest that physicians should prioritize and strengthen their communication skills to solve conflicts in the most appropriate way.
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