Key Success Factors for Medical Service Quality of Early Treatment and Rehabilitation for Children in Taiwan

Chieh-Yu Lin,Yi-Hui Ho,Fu-Chiang Shih,Ming-Tao Chou

doi:10.3390/su132414038

Abstract

Early treatment and rehabilitation medical service is one of the important items in rehabilitation medicine. The service quality is critical for developing organizational sustainability. Therefore, the key success factors for the quality of such services are worthy of study. The main focus of this study is to explore the key success factors of the quality of early treatment and rehabilitation medical service in Taiwan. This study adopted an expert questionnaire for professional therapists related to rehabilitation care in Taiwan, and developed a total of 5 evaluation dimensions and 17 key success factors according to the concept of SERVQUAL. The analytic hierarchy process (AHP) method was used to analyze the expert questionnaires. The research results show that reliability is the most important dimension to construct quality early treatment and rehabilitation medical services. The seven key success factors affecting the quality of early treatment and rehabilitation medical services are in the order of “Professional treatment meets the needs of the case”, “Therapists have professional knowledge and skills”, “Professionalism gives parents and the case confidence”, “Professional advice can be understood by parents”, “The treatment equipment is consistent with the treatment provided by the therapists”, “Provide professional treatment in a timely and appropriate manner”, and “Therapists are enthusiastic and professional in handling case problems”. The practical implications of the research findings are also discussed in the study.

Highlights

IntroductionDue to the increased medical needs of the people, the continuous expansion of the medical system, the establishment of many large hospitals with the gradual advancement of technology, and the addition of new medical equipment, there is an imbalance between the government’s health insurance revenues and expenditures
The national health insurance system was established in Taiwan on 1 March 1995, with the main purpose of effectively using medical resources and improving people’s health.due to the increased medical needs of the people, the continuous expansion of the medical system, the establishment of many large hospitals with the gradual advancement of technology, and the addition of new medical equipment, there is an imbalance between the government’s health insurance revenues and expenditures
This study used the first seven key success factors in the order of: professional treatment meets the needs of the case, therapists have professional knowledge and skills, professionalism gives parents and the case confidence, professional advice can be understood by parents, the treatment equipment is consistent with the treatment provided by the therapists, provide professional treatment in a timely and appropriate manner, and therapists are enthusiastic and professional in handling case problems

Summary

Introduction

Due to the increased medical needs of the people, the continuous expansion of the medical system, the establishment of many large hospitals with the gradual advancement of technology, and the addition of new medical equipment, there is an imbalance between the government’s health insurance revenues and expenditures. Since the introduction of the total medical budget system in 2002, health insurance expenditures have been fully controlled, which in turn affects the operating costs and revenues of medical institutions. In order to make hospitals sustainable, medical institutions take improving the quality of medical services as their goal to increase the loyalty of patients to them. How to improve the quality of medical service has become the biggest issue for hospital managers

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Conclusion