Quality function deployment method to analyze the services of clinical psychology

• Main Author: 葉瓊鈺
• Other Authors: 吳信宏
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/30823386221234836298

碩士 === 國立彰化師範大學 === 企業管理學系國際企業經營管理 === 100 === The domestic medical environment varies largely due to diversified society, fast-space life style, and working pressure such that people with tensed emotion tends to be depression, anxiety, and irritability, which might negatively affect their jobs and life. With the improvement of medical care, increase in education and income, and hospitals in the nearby, the people’s habits of medical care has changed to focus on not only physical health but also psychological health. It is critically important to identify critical factors through using medical resources wisely under the government regulations and strengthening the service quality of hospitals to enhance patients’ satisfaction and then build patients’ loyalty to the organization. This research uses questionnaire and experts’ interviews to analyze the critical factors of clinical psychological care from patients and studies the importance and perception of clinical psychological service quality by applying importance-performance analysis to identify service items with high priority. Later these service items become the customer requirements of quality function deployment in order to establish case-based management systems in clinical psychology service. The results show that items falling in Quadrant III and IV include “hospital location (near by house)”, “comfortable and quiet therapy place”, “shorter intervals between therapy”, “guided services in the hospital”, “quick response for treatment inquiry”, “effective therapy”, “staff with professionals”, “detailed examination and description of the disease”, “effective and efficient treatment process,” “clean and private waiting space”, and “good communication before and after treatment”, which belong to service items with high priority. Later, these high-priority service items become the customer requirements of quality function deployment. Eight improvement strategies are formed in order to resolve the deficiencies of clinical psychological service. Beisdes, the integration of “unified treatment time”, “unified treatment space”, and “unified arrangement of treatment”, and “unified assist in arranging treatment” becomes case-based manager’s responsibility. Furthermore, “regular review and satisfaction improvement survey results” and “regular review in SOP quality indicators” are put into “standard operating procedures of case management”, and “case management office of clinical psychology” is set up in outpatient environment to improve the process of improvement strategy.