| Summary: | 碩士 === 國立臺灣大學 === 商學組 === 96 === The quality of medical care is an important source of competitive advantage of medical institutions. The functional quality, e.g. the attitude of the medical personnel is crucial for the perception of care quality of patients, however, it is not easy to be demonstrated through various quantitative quality indicators. It is important for the manager of medical institutions to have more information about the factors influencing the attitude of medical personnel to improve the quality of care and the satisfaction of patients.
The purpose of this thesis is to study the relationships between the ward unit characteristics and its service quality. The service quality of the ward unit was defined as whether there is complaint about the attitude of nurses in the ward and the number of patients’ compliments for the attitude of the nurses. Opinions from the senior nurse administrators were collected and a pilot survey for nurse managers was done to collect the possible factors affecting the service of nurses in the ward. The Safety attitude questionnaire was used to study the factors found from the pilot survey including teamwork climate, stress recognition, perception of management, job satisfaction and working conditions of the ward unit. The relationships between the service quality of the ward unit and these factors and the institutional factors including the disease severity of patients, the turnover rate of nurses and severity of shortage of nurses were studied.
The results revealed that the teamwork climate, the disease severity of the patients in the ward and the perception of hospital management were significant predictors of the service of the ward unit. With our results we suggested that the administrators and nurse managers of medical centers may improve the patients’ satisfaction about the quality of nursing care through the improvement of the teamwork climate in the ward unit and better hospital management through more support and communication with the nurses.
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