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1. Introduction
The implementation of National Health Insurance in Taiwan makes it clear that when patients consult a doctor, discrepancies will no longer exist because of the earnings that affect medical treatment rights. Even though the implementation of National Health Insurance increased options for the populace to select hospitals and doctors, it has been unable to guarantee a superior quality of medical treatment service.
Customers should be the foundation of an organisation and customer relations are an essential factor of an organisation's functions. Twenty-first century medical service should be based on an understanding of patients' demands and provide the structure, process, and medical results to satisfy the patient.
Service promotion is essential, especially in the field of medical care. Hospitals should be expected to treat their patients under the concept "humanity always comes first". When a patient in the medical treatment process experiences negative feelings while in a hospital, he or she could have a negative impression, and the hospital might then lose that patient's loyalty.
Hospital management should be discussed under the prerequisite of creating value for patients. Clinical service is the first communication interface between a hospital and its patients. Any medical treatment service can affect the patient's judgement of the hospital based on the perception of its medical processes and results.
[35] Sigala (2005) argued that customer relationship management is a strategic necessity for attracting and increasing guests' patronage. The blueprint method provides a way to make improvements by visualising the service process. After a service blueprint is created, it is easy to determine the sequence and interaction of these processes (ISO 9001:2008).
Based on the above descriptions, in-depth interviews of this case hospital's outpatients and relevant personnel may be integrated into the ISO 9001:2008 quality management system and blueprint for planning. The hospital blueprint described in this study comprises five-plane lines so as to have systematic regulations. This paper promotes the adoption of a process approach when developing, implementing, and improving the effectiveness of a hospital service quality management system to enhance patients' satisfaction by meeting their requirements.
2. Literature review
This section is composed of three parts. This study will first explore ISO 9001:2008 to understand how it performs in an organisation; the second part reviews the patient orientation; finally,...