外籍勞工與醫院員工對醫院外勞健檢服務品質之研究

本研究目的在於瞭解外籍勞工與醫院員工對醫院外籍勞工健檢之服務品質認知及感受之差異，並探討醫院健檢服務品質重視度與滿意度之相關性，作為醫院管理者改善服務品質之參考。本研究樣本以台灣中部某一醫學中心之體檢外籍勞工及與外勞健檢有關之醫院員工為抽樣調查對象，並根據Parasuraman、Zeithaml及Berry等三位學者提出的SERVQUAL等量表設計問卷，以五個構面探討服務品質，分別為實體性、可靠性、反應力、關懷性、信任性。回收有效樣本為外籍勞工問卷32份、醫院員工問卷21份，以SPSS10.0版統計軟體進行資料分析，採用描述性分析及無母數統計：Friedman Test、Kruskal-Wallis Test、Wilcoxon Rank-Sum Test。統計結果顯示：1．醫院員工教育程度愈高對實體性構面的重視度愈高。2．亞洲籍的外籍勞工，在反應力、信任性、關懷性構面之滿意度最低。3．外籍勞工看護與幫傭對於信任性滿意度較低。根據本研究結果建議醫院宜在體檢流程中應增加多國語言之標示，及改善受檢過程之隱密性，以提升外籍勞工對信任性構面之滿意度，而相關健檢人員對於外籍勞工之健檢流程，應採取一對一引導方式或提供專業諮詢服務，有助於提升外籍勞工在反應力、關懷性及信任性之滿意度。
This study examines differences in foreign laborers and hospital staff members response to physical examination with regard to cognizance and quality of service and examines the relationship between the quality of service during a physical exam and patient satisfaction. Based on questionnaires used in other studies (Parasuraman, Zeithaml, and Berr, 1988), we designed a questionnaire covering five major dimensions of perceived quality of care: tangibility, reliability, responsibility, assurance, and empathy. The questionnaire was administered at a medical center that performed physical examinations on foreign laborers and hospital staff members. Thirty-two foreign laborers and twenty-one hospital staff members completed the questionnaires and returned them to us. Descriptive analysis and nonparametric analysis, Friedman Test, Kruskal-Wallis Test, Wilcoxon Rank-Sum Test, were used to analyze the data (SPSS 10.0 version). We found a positive relationship between tangibility and level of education among hospital staff members. The foreign labors were least satisfied with responsibility, assurance and empathy, with foreign caretakers and housekeepers reporting the least satisfaction with level empathy shown them during physical examination. Our results suggested a need for more drug labels with foreign languages other than Chinese and improved privacy during the physiology exam. We also found a need for personal guide service or professional consultation during the physical exam. It is believed that such changes might improve the satisfaction of foreign laborers with quality responsibility, assurance, and empathy they are shown during a physical examination.