| Summary: | 碩士 === 嘉南藥理科技大學 === 醫療資訊管理研究所 === 97 === Background and Objective:
Today, improving the relationship between healthcare providers and patients has become the key factor to affect the performance of medical institutions in highly competitive healthcare industry. However, in addition to core medical services patients would feel different kinds of experiences during the processes of their treatments. Therefore, this study adopts the Strategic Experiential Modules provided by Schmitt (1999) to explore the influence of different experiences on the relationship of healthcare providers and patients in the course of OPD services.
Methodology:
This study adopts a cross-sectional method and aims at the OPD patients of Regional Teaching Hospital for questionnaire survey in South Taiwan. There are total 500 valid questionnaires, and the valid response rate is 95%. After testing the reliability and validity of research data, we use descriptive analysis, correlation analysis, confirmatory factor analysis and multiple regression analysis to analyze it.
Result:
Results of this study found that the highest perception of experience is act experience and the most important experience is feel experience for OPD patients. Perception of feel and relate experience has the significant influence on patient-physician relationship quality positively. Perception of feel experience and relate experience and importance of sense experience also have significant influence on patient-hospital relationship quality positively.
Conclusion:
This study showed that perception of feel experience and relate experience both were the “common influence factor” which to influence on patient-healthcare providers relationship quality. Therefore, we suggest that hospital administrators can combine the marketing strategies both of feel experience and relate experience to create the better relationship for healthcare providers and patients. In addition, this study also found that the importance of sense experience may be a hygiene factors to affect the patient-hospital relationship quality. Therefore, the hospital administrators should continue to strengthen the patient''s sense experience.
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