醫療業服務疏失與服務補救：歷程補救取向之研究 陳寶中、朱寶青
E-mail: [email protected]
摘 要
醫療照護服務不同於一般消費性服務，其本身具有高度的專業性，服務傳遞過程中民眾對於服務認知與期望的差容易產生 許多醫療糾紛與誤解。醫療業服務失誤在國內外相關研究，多以關鍵事件(Critical Incident Technique, CIT) 技術分析；
但CIT分析方法，是藉由縮減資料只探討最關鍵之因素，對於服務互動中複雜的連續性訊息無法有效處理。因此，本研究 以主觀順序事件技術(Subjective Sequential Incidents Technique, SSIT)，探討病人(第三者)在就醫過程的負面情緒經驗，推演 醫療業服務疏失的訊息脈絡。 本研究根據11個醫療就醫生氣案例，以SSIT建構醫療業「主觀服務遞送藍圖」，共十個階 段，並提出五種氣點類型概念(隱性氣點、引發事件氣點、戲劇論氣點、回應不當氣點與提醒性氣點)。本研究在案例中，
提出了十七種在服務互動過程，歷程失誤的情節。
關鍵詞 : 服務失誤 ; 服務補救 ; 主觀順序事件技術 ; 關鍵事件技術 目錄
內 容 目 錄 中文摘要 ．．．．．．．．．．．．．．．．．．．．． iii 英文摘要 ．．．．．．．．．．．．．．．．
．．．．． iv 誌謝辭 ．．．．．．．．．．．．．．．．．．．．． v 內容目錄 ．．．．．．．．．．．．．．．
．．．．．． vi 表目錄 ．．．．．．．．．．．．．．．．．．．．． viii 圖目錄 ．．．．．．．．．．．．．．．
．．．．．．．．x 第一章 緒論．．．．．．．．．．．．．．．．．．． 1 第一節 研究背景與動機．．．
．．．．．．．．． 1 第二節 研究目的．．．．．．．．．．．．．．． 1 第二章 文獻探討．．．．．．．
．．．．．．．．．． 4 第一節 服務接觸．．．．．．．．．．．．．．． 4 第二節 顧客經驗管理．．
．．．．．．．．．．． 6 第三節 服務失誤的相關研究．．．．．．．．．． 9 第四節 服務補救相關的 研究．．．．．．．．．． 16 第五節 劇場理論．．．．．．．．．．．．．．． 19 第六節 醫病溝通與 知覺控制．．．．．．．．．． 21 第三章 研究方法．．．．．．．．．．．．．．．．． 25 第一節 傳統研 究方法的不足研究方法．．．．．． 25 第二節 研究問題．．．．．．．．．．．．．．． 25 第三節 SSIT操作分析方法與步驟．．．．．．．． 26 第四節 資料分析原則．．．．．．．．．．．．． 28 第五 節 資料收集與研究對象．．．．．．．．．． 29 第四章 研究分析．．．．．．．．．．．．．．．．． 31 第一節 病患(第三者)負面情緒延伸六分類框架．． 31 第二節 醫療業之主觀服務遞送藍圖．．．．．．． 33 第三節 本研究主情節、氣點家族的氣點分布結果分 析．．．．．．．．．．．．．．．．．．
46 第四節 與既有服務失誤文獻分類之對照分析．．． 50 第五章 結論與建議．．．．．．．．．．．．．．
．． 62 第一節 結論．．．．．．．．．．．．．．．．． 62 第二節 管理意涵．．．．．．．．．．．
．．．． 64 第三節 研究建議與限制．．．．．．．．．．．． 66 參考文獻 ．．．．．．．．．．．．．．．．
．．．．．．67 附錄A SSIT整理表格 ．．．．．．．．．．．．．．．．．80 附錄B 階段整理表．．．．．．．．．．
．．．．．．．． 157 附錄C 階段狀況整理表．．．．．．．．．．．．．．．． 175 參考文獻
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