Service Quality Improvement Based on Senior Elders

• Main Authors: WANG, SHIH-JU, 王世如
• Other Authors: YANG, CHANG-LIN
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/nm3dz5

碩士 === 輔仁大學 === 企業管理學系管理學碩士在職專班 === 107 === According to the National Development Council's Population Predictions for the R.O.C.(Taiwan):2017, in 1993, the proportion of the elderly population over 65 years old in Taiwan exceeded 7%, and it is estimated that it will become an aged society (over 14%) in 2018 , and is forecasted to become a super-aged society in 2026 (More than 20%). According to the report of National Health Insurance and relevant research, the medical utilization rate of the elderly is higher than that of other age groups, and the disease complexity of the elderly is relatively high, indicating that the senior citizens should be the main care of the medical system. According to foreign experience, some unsatisfactory medical treatment and administrative procedures, lack of relevant training for medical personnel, negative attitude towards the elders, excessive medical charges and lack of coordination in social services constitute an unfriendly environment. The elders do not want to revisit to the clinic. It will also affect the outcome of care. Obviously, a friendliness environment is an important factor that affecting the elders. Based on the needs of the elders, this study uses the Kano two-dimensional quality model design questionnaire to categorize the needs and expectations of the elderly in the ages into quality projects of different attributes to extract the key service quality of the elders. At the same time, to apply the Quality Function Deployment (QFD) to the planning of action plans and propose effective quality improvement programs. The research structure is divided into three stages: hospital service quality demand survey, hospital service quality factor extraction and hospital service quality improvement. The most important action plan that the Quality Function Deployment technology transforms, including the service process (standard operation process establishment, information Accessibility) and staff training (service initiative, communication skills, professional competence and knowledge) provide the reference for the design and improvement of the overall service quality of hospitals in response to the ageing society, with a view to providing closer Older seniors identify and need value services to build competitiveness in hospital management.