| Summary: | 碩士 === 國立臺灣大學 === 商學組 === 103 === The rise of patient-centered awareness and the widespread comments on treatment quality that can be found on social media have led to a higher quality expectation of treatment quality by patients. Continuous changes in health insurance policies have dramatically impacted the health care system in Taiwan, and hospitals have had to increase their competitive strengths through the reputation building and word-of-mouth marketing.
Our case study focuses on a hospital located in New Taipei City, ranked second in the country in terms of patient numbers, treating more than 5000 patients on a daily basis, with its emergency department seeing treating nearly 400 patients per day. We used the DMAIC model to study solutions for reducing overcrowding, enhancing clinical experiences, and increasing patient satisfaction through the use of an intelligent clinical system. As the healthcare industry is highly competitive, it is necessary for hospitals to implement a standardized service process integrating methodologies of total quality management. Patient satisfaction is greatly influenced by waiting times during the treatment process.
Overall satisfaction improved after implementation of the intelligent clinical system, particularly in the areas of examination, medical imaging, the pharmacy, and the payment process. The results of patient surveys show that patients recognize efforts put into the facility and related equipment, but feel that there is a lack of efficient integration. Moreover, patients are troubled by unclear spatial instructions within the hospital grounds.
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