Introduction
The number of the people who needs dialysis escalates rapidly year each. The rising cost of dialysis is relative. Because Bureau National Health Insurance endures the co-payment of hemodialysis, patients have freedom of choice. Two critical factors that influence patient¡¦s decision in medical care are access and quality. Facing pressure from competition, many hemodialysis service providers believe that high quality service will retain patients to return as well as maintain a healthy physician-patient relationship. Therefore, they apply many quality management tools, which also include service pathways.
There are few investigations that discuss service pathways. Thus, this research constructs a model to analyze the effect of service pathways in hemodialysis service providers.
Method
From Nov. 1, 2003 to Dec. 31, 2004, the researcher interviewed hemodialysis nurses to develop flow chart, customer encounter, and check list for hemodialysis. We also collected the check list records of the hemodialysis patients to examine the effect.
Conclusion
First, the construction of total service pathways comprised three critical interlocking phases: flow chart, customer encounter, and check list. After that we shall evaluate and correct them continuously. Secondly, the researcher found that most patients are routine members, and come from long-term care center and respiratory care ward (RCW). Thirdly, the indicators influencing hemodialysis results and error incidents were steady. Finally, in the value-added services dimensions, the indicators of nurses¡¦ performance on greeting and asking patients if they want to have a meal were significant, but the indicators of telephone and inpatient interview were unfavorable.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-1226105-003009 |
| Date | 26 December 2005 |
| Creators | Huang, Hong-bin |
| Contributors | Kim-jean Chow, Hsueh-wen Chang, Huei-mei Liang |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-1226105-003009 |
| Rights | off_campus_withheld, Copyright information available at source archive |
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