| Summary: | 碩士 === 中華大學 === 企業管理學系碩士班 === 99 === According to DOH statistics, the Chinese health care spending increased year by year, the number of family medicine clinics showed increasing trend, the general public's increasing demand for Chinese medicine, as free to choose medical clinics, medical services, Chinese medicine into patient- oriented approach to service. In this study, the Taichung area chain of Chinese medicine clinics with patients, medical decision-making and analysis of their medical practices and clinics of medical patients on the importance of service quality and satisfaction, the use of "service quality three-factor" theory, analysis of health care clinics project "Service quality attributes", the application of IPGA model of health care services "major improvement" factor, and the improvement priorities, and finally with three-factor theory and IPGA mode to identify priority projects to improve services, as operators adjust the or develop strategies and tactics of Shenkaoziliao hope to enhance the quality of care, help clinics sustainable.
In this study, the Taichung area chain of Chinese medicine clinics with patients for the study, and visits to each survey, a total of 300 valid questionnaires; study found that patients using the "friends and family informed," the pipeline to come to the proportion of visits (65.7%) of the most high, The first patient medical factors to consider when "doctors are highly good" as the most important consideration (36.6%), followed by consideration "the reputation of a good clinic" (21.3%), recent treatment time from the last treatment to one week within (49.3%), followed by division to see the doctor traumatology (42.3%) and medicine (46.0%) were equivalent to more than half (51.0%) patients because of physical discomfort and active people who go to clinics, medical use of Jiaotonggongju to riding a motorcycle (42.0%) the most, the majority of patients (82.7%) are willing to introduce friends or relatives come to treatment, patients (80.7%) are willing to seek medical treatment. Service quality attributes classification results are the basis of 14 factors, 31 are performance factors.
Through the three-factor theory and IPGA model analysis showed that the first order, "enhance improve" project is the "medical staff will take the initiative to care about whether patients because the treatment and illness."
Finally, the following recommendations: clinics should pay attention to the effectiveness of word of mouth, to enhance the doctor's medicine, to establish the correct patient file, strengthening marketing channels to build high-quality web pages to find "innovative" services, and enhance the enthusiasm of medical care for patients.
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