| Summary: | 碩士 === 雲林科技大學 === 健康產業管理研究所碩士班 === 98 === Taiwan''s medical care has been promoted in recent years by government policy. Disease patterns in Taiwan have been changing from acute diseases to chronic ones. Life expectancy has been reported as 78.97 years in 2009. The need for long-term health care facilities has gone up year by year, resulting in a yearly increase in nursing homes In 1999 there were 101 registered nursing homes with 4335 beds, but by 2010 there were 373 nursing homes with 26,014 beds. The rate of increase has been approximately 600.9%. Thus, service quality has become a concern. In order to promote better service, the Ministry of Health has carried out a series of evaluations of nursing homes. This has resulted in more transparency in the health care industry.
This study introduces the Malcolm Baldrige National Quality Award management model into nursing home employees’ training and education. Data were obtained by questionnaires which were completed by health care employees before and after being introduced to the Malcolm Baldrige National Quality Award management model.Data were analyzed by commercial statistics software. Finally, based on the Malcolm Baldrige National Quality Award management model, an evaluating system was established that could foster improved nursing home management to meet the needs of individual institutions unique characteristics and features.
Conclusions:
1.Satisfaction with the regular job training, and ignoring the trainings of management and related quality improvements. This results in problems to promote better working environments.
2.It is helpful to introduce Malcolm Baldrige National Quality Award management model into the management of institutions; however, many staff members are not familiar with the strategies and plans and did not take them seriously.
3.The educational discrimination of staffs makes the knowledge of working challenges and environment different.
4.Staff members in different sections vary in the usage and collection of data, analysis of performance indictors and ability of understanding the knowledge of management.
5.Staff members’ work experience has varying affects on customer service, marketing development and creation.
6.The evaluation system could improve the quality of health care institutions by designing surveys to measure internal growth and external competition, so as to be able to quickly understand the key factors affecting the institutions management, and the challenges of the industry. This could also enhance planning to achieve the major goals.
Suggestions:
Promotion of the quality of nursing homes and the excellence of managements can only be achieved step by step. It is obligatory to keep good quality of service, figures and customers satisfaction, to implement the concept of a management model for staff and maintain steady improvement of customer’s services. The professional managers should be fully authorized to. Profitability should not be the primary concern, especially when the health and welfare of the elder are at stake.
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