Applying the Management Opportunity Grid to Study the Relationship between Hemodialysis Service Quality and Patient Satisfaction-An Example of Regional Teaching Hospital

• Main Authors: Chi-Yu Wu, 吳佶育
• Other Authors: Yu-Ching Chiao
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/t5hj3d

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 100 === The study recruited hemodialysis patients from a regional teaching hospital in the middle of Taiwan by a convenience sampling method. We used the self-designed questionnaire and employed an external professional interviewer to collect data. There were 126 hemodialysis patients recruited in the survey. The valid response rate was 76.36%. Management opportunity grid and simultaneous importance performance analysis were applied as analytic tools to compare the correlation of the importance and satisfaction of the medical service quality. The study results showed that ten most important attributes of medical service quality for hemodialysis were “Physicians have professional knowledge and ability”, “Good quality of hemodialysis”, “The physician can explain the monthly examination report in detail”, “The Hepatitis B or Hepatitis C carrier could be arranged separately in different treatment area ”, “The physician attitude is courtesy”, “The use of high flux synthetic membrane artificial kidney”, “The nurse attitude is courtesy”, “Artificial kidney is never reused”, “Nurses have the good puncture technique”, and “Medical staff discuss the patient’s condition regularly as the dialysis prescription adjustment ”. The study established a multi-dimensional framework for medical service quality and evaluated it by the importance and satisfaction factors. We provide a more comprehensive, overall view of the quality assessment of hemodialysis services.