從醫病關係管理觀點探討醫療服務與病人的互動關係

林淑瓊 ^a 張銀益^b 林宣均^c

摘要

        個案研究結果顯示，醫療人員扮演的角色以及與病人之間的關係建立和信任影響醫療滿意度和再回診意願，並且是推薦給需要接受治療的人之重要參考資訊；醫院與社區的互動關係以及專業技術成為病人就醫時的重要參考指標，並且是獲得醫療體驗與信任的來源，而醫病關係管理維持的重視程度是提升病人價值與醫療照護的重要因素。此研究結果可提供給醫院進行醫病關係管理、提升病人價值與醫療照護品質之參考。

關鍵字：醫病關係、體驗、信任、認知價值、再回診意願

    Most previous research in the field of medical care had paid more attention on quality-related issues and medical information system established, while less work discussed the trust of patient-physician relationship, patients’ experience, and the management as well as assertion of patient relationship. This study thereby considered the trust of patient-physician relationship management and conducted deeply interviews to staff and physicians of five teaching hospitals in northern Taiwan using the method of case study.

    The purpose of the study is mainly to analyze the inter-relationship of hospital image and the trust of patient-physician relationship, respective with patients’ trust, experience and perceived value. It also reviewed the satisfaction level of taking medical service and the willingness of revisiting intention. The outcome shows the role of physicians and the trust of patient-physician relationship has a significant influence on service satisfaction and the willingness of revisiting intention.

    The two factors have even significant impact on the later when physicians give recommendations to those need medical treatments. On the other hand, the interaction between hospitals and community as well as professional techniques are two important reference factors when patients are seeking medical service. They are also the major source of patients’ medical experience and trust. Therefore, the management of patient-physician relationship is a critical factor to enhance patients’ value and medical service.

Keywords: Patient-Physician Relationship Management, Patient Experience, Medical Care, Perceived Value, Revisiting Intention.