| Summary: | 碩士 === 嘉南藥理科技大學 === 醫療資訊管理研究所 === 99 === 【Background and Motives】
The Bureau of National Health Insurance (NHI) has implemented ”The National Health Insurance Project of Integrated Delivery Systems in Mountainous and Islet Districts” (IDS program) in order to improve the accessibility and wholeness of medical care in rural areas. Because of the less researches of health services quality in the past, this study tried to explore the importance and satisfaction of health services quality which are perceived by people in rural areas after the implementation of IDS program.
【Objective】
The importance of health services quality not only to influenced patients’ satisfaction, but also to affected patients’ loyalty. The objectives of the study are as follows: 1. To understand the patients’ perceived importance and satisfaction of health services quality in rural areas. 2. To explore the factors that influences the perceived importance and satisfaction of health services quality in rural areas.
【Methods】
The study adopted the SERVQUAL questionnaire with five-point Likert’s scale and convenience sampling to collect data. Objects were residents who lived in Maulin, Namashia and Taoyaun and looked for medical services in health centre in the past one year. 286 valid questionnaires were collected with a response rate 84.62%. After data collecting, the study adopted SPSS 17.0 to run the descriptive analysis, bivariate analysis and regression analysis.
【Results】
On the aspect of the importance of health services quality, the most important one of five dimensions is “Responsiveness” (Mean=4.15, SD=0.689), and the lowest important one is “Empathy” (Mean=4.039, SD=0.703). As for the satisfaction of health services quality, the most satisfied one of five dimension is “Assurance” (Mean=3.842, SD=0.723), and the least satisfied one is “Tangibles” (Mean=3.72, SD=0.703). The results show us that “place of residence” and “transportation time” could significantly influence patients’ perceived importance and satisfaction. The residents who lived in Namashia perceived significantly lower importance and satisfaction of health services quality than residents who lived in Maulin and Taoyaun. The residents who spent less then thirty minutes to clinic perceived higher importance and satisfaction of health services quality than those who spent more then two hours.
【Conclusions and Suggestion】
The results show that there are all negative gaps of five dimensions of health services quality. The biggest gap of five dimensions of health services quality is “Responsiveness”, the administrators of hospitals and health centres should improve the professional skill and manner of all medical staffs first in order to minimize the gap. The study also suggests that the managers should improve the whole health services quality in order to raise the perceived importance and satisfaction by residents who live in Namashia. In addition, the residents who spent more then two hours to clinic percived lower importance and satisfaction of health services quality. Health services providers should provide more mobile health services to improve the accessibility and usability of health services.
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