| Summary: | 碩士 === 雲林科技大學 === 企業管理系碩士班 === 98 === The study using qualitative research methods to evaluate the factors related to the emotional tipping point of patients who visiting emergency department (ED) of a regional teaching hospital.
We analyzed the comments of the patients visiting the ED from 2007 to 2009. A total of 163 comments can be divided into three categories. The first category is “complaints”, accounting for 80.98%. Among these complaints, 80.3% (106/132) criticized the staff of ED. 19.7% (26/132) criticized the procedures of ED. Doctors were the mostly complained-about staff, with an increasing trend in these years. Nurses were the second complained-about staff. The administrative personnel were the third. The criticism of the procedure was about the evaluation and/or management plans of the patients in the ED. It might be originated from the concept difference between professional and patients. The second category is “suggestions”, accounting for 4.91%. Among these suggestions, 50% (4/8) suggested the flow path of seeking help in ED. 25% (2/8) suggested the altitude of the staff in ED. The third category of comments is “acknowledgement”.
Though there were complaints about the ED, the average index of service were still higher than other hospital with the same rank. This study can offer the administrative useful information to establish management strategies filling the demands of consumers.
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