應用TRIZ 改善醫療服務品質之研究-以苗栗某私立醫院為例.pdfVIP

29 100 12 137-162 Yu Da Academic Journal Vol.29,December 2011, pp. 137-162. 應用TRIZ改善醫療服務品質之研究- 以苗栗某私立醫院為例 陳正雄   陳佳珮 摘要 醫療服務品質攸關病人的健康與滿意度，如何提升醫療服務品質，降低病人就 診抱怨，是很重要的問題。為了改善醫療服務品質，在傳統的問題解決方法中， 常常會面臨矛盾的現象，TRIZ 以創新思維，透過建立矛盾矩陣，透過系統性的程 序解決特定問題，已成功的運用於工程、管理等領域。 TRIZ運用於改善醫療服務品質的研究很少，本研究希望運用TRIZ 的方法，發 展出改善醫療服務品質的程序，並以個案分析，印證TRIZ 的可行性。結果顯示， TRIZ 的確可以針對個案的特定問題，經由發展出一般化的解決程序，進而解決個 案的特定問題，進而提供實務界一個解決問題的新方法。 關鍵字：TRIZ、醫療服務品質、矛盾矩陣 * ** - 137 - 育達科大學報．第 29 期．民國 100 年 12 月 Use TRIZ to Improve Medical Service Quality: A Study of Private Hospital Chen Jeng Syong * Chen Chia Pei ** Abstract The service quality of healthcare is highly related to the health and satisfaction of the patient, hence, how to enhance the service quality of healthcare and how to reduce patient’s complaint is always very important topic. To improve the service quality of healthcare, contradictory phenomenon is usually encountered in traditional problem solving process, hence, TRIZ has been successfully applied in the engineering and man- agement fields through innovative thinking, through the setup of contradiction matrix and through systematic solving of specific problem. However, there are very few studies in applying TRIZ in the improvement of the service quality of healthcare, in this study, through the use of TRIZ, solution for the improvement of the service quality of healthcare has been developed for individual case. The result shows that TRIZ can indeed solve the special problem of the individual case through the development of generalized solving procedure by aiming at