by Lo Pak Chuen. / Thesis (M.B.A.)--Chinese University of Hong Kong, 1998. / Includes bibliographical references (leaves 141-145). / Questionnaires in Chinese and English. / ABSTRACT --- p.iii / TABLE OF CONTENTS --- p.iv / LIST OF TABLES --- p.vii / LIST OF APPENDICES --- p.viii / ACKNOWLEDGEMENT --- p.ix / Chapter / Chapter I. --- INTRODUCTION --- p.1 / Rise of Consumerism --- p.1 / Consumerism and Health Care Reform --- p.2 / Recreation of Consumer --- p.2 / Consumer Rights - Patient Rights --- p.3 / Global Public Sector Reform --- p.3 / Redefining Citizens --- p.4 / Separation of Providers and Consumers --- p.4 / Participation - Public Participation --- p.5 / Hong Kong Health Care Reform --- p.5 / Establishment of Hospital Authority --- p.5 / Point of Contact: Hospital Authority and Patients --- p.6 / Rise of Patient Oriented Services and Total Quality Management Philosophy --- p.7 / Patients' Charter --- p.8 / Patient Satisfaction Measurement --- p.9 / Hospital Authority Complaint Channels --- p.9 / Public Participation --- p.10 / Purpose of the Study --- p.10 / Local Studies --- p.10 / Business Objectives --- p.11 / Research Objectives --- p.12 / Chapter II. --- METHODOLOGY --- p.13 / Definition of Concepts --- p.13 / Patient Participation --- p.13 / Background --- p.13 / Different Meanings in Different Contexts --- p.14 / Active Process --- p.14 / Attributes of Patient Participation --- p.14 / Relationship --- p.15 / Information Gap --- p.15 / Surrendering of Degree of Power and Control --- p.15 / Intellectual and Physical Attributes --- p.16 / Patient Satisfaction --- p.17 / Background --- p.17 / Theoretical Models of Patient Satisfaction --- p.18 / "Stimuli, Value Judgements, and Reactions" --- p.18 / Perceptual Realities --- p.18 / Intervention in the Patient Satisfaction Process --- p.18 / Individual Differences --- p.19 / Survey Design --- p.20 / Design --- p.20 / Sampling Site --- p.21 / Time --- p.22 / Respondents --- p.22 / Field Work --- p.22 / Questionnaire - Operationalization of Concepts --- p.23 / Patient Participation --- p.23 / Patient Satisfaction --- p.24 / Demographic Data and Hospital Experience --- p.25 / Hypotheses --- p.25 / Chapter III. --- DATA ANALYSIS --- p.26 / Survey Summary --- p.26 / Overview of Patient Satisfaction --- p.26 / Accessibility --- p.27 / Process --- p.27 / Outcomes --- p.28 / Overview of Patient Participation --- p.30 / Relationship --- p.30 / "Narrowing of Information, Knowledge and Competence Gap" --- p.30 / Spend Time to Search for Information --- p.30 / Patient - Health Care Professional Relationship --- p.31 / Knowledge about Patient Resources --- p.33 / Patients' Charter --- p.33 / Familiarity with Complaint Channels --- p.36 / Engagement of Physical and Intellectual Activities --- p.37 / Use Patient Resources --- p.37 / Use Complaint Channels --- p.37 / Public Participation --- p.38 / Revisit Same Hospital and Doctor --- p.39 / Demographic Data --- p.39 / Hospital Experience --- p.42 / Hypothesis - Data Reduction --- p.43 / Factor Analysis --- p.43 / Patient Participation --- p.44 / Patient Satisfaction --- p.48 / Patient Satisfaction Equation --- p.49 / Hypothesis Testing --- p.51 / Patient Participation and Satisfaction --- p.51 / Patient Participation Knowledge --- p.51 / Patient Participation Use --- p.52 / Correlation Studies --- p.53 / Demographic Variables and Participation --- p.53 / Chapter IV. --- IMPLICATIONS --- p.58 / Patient Participation --- p.58 / Relationship --- p.58 / "Narrowing of Information, Knowledge and Competence Gap" --- p.58 / Information Sharing and Decision Making --- p.58 / Opening Channels of Communication --- p.60 / Role of Nurse --- p.60 / Engage in Physical and Intellectual Activities --- p.61 / Promotion of Patients' Charter and Patient Resources --- p.61 / Complaint Channels --- p.61 / Patient Satisfaction --- p.62 / Comparison and Benchmarking --- p.62 / Theoretical Framework Revisited --- p.63 / Participation: Modify Patients' Expectations --- p.65 / Patients as High-Involvement Customers --- p.65 / Modify the Stimuli --- p.66 / Quality --- p.66 / Customer Chain --- p.67 / Chapter V. --- CONCLUSION --- p.68 / Limitations of the Study --- p.69 / Hypothesis Testing --- p.65 / Reliability and Validity --- p.70 / Quantitative Methodology --- p.71 / Scope of Study --- p.71 / APPENDICES --- p.73 / BIBLIOGRAPHY --- p.141
| Identifer | oai:union.ndltd.org:cuhk.edu.hk/oai:cuhk-dr:cuhk_322090 |
| Date | January 1998 |
| Contributors | Lo, Pak Chuen., Chinese University of Hong Kong Graduate School. Division of Business Administration. |
| Source Sets | The Chinese University of Hong Kong |
| Language | English |
| Detected Language | English |
| Type | Text, bibliography |
| Format | print, ix, 145 leaves : ill. ; 30 cm. |
| Coverage | China, Hong Kong, China, Hong Kong, China, Hong Kong, Hong Kong |
| Rights | Use of this resource is governed by the terms and conditions of the Creative Commons “Attribution-NonCommercial-NoDerivatives 4.0 International” License (http://creativecommons.org/licenses/by-nc-nd/4.0/) |
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