ساخت مدل ارزیابی عامل مرکز مدیریت بهداشت توسط مشتریان انتخاب شده با فرآیند تحلیل سلسله مراتبی فازی

National Health Insurance system has been continuously revised due to rapid changes of society since its establishment, which caused gradual decrease of hospital income year by year, so all hospitals take the initiative to develop self-financed items to partially increase hospital incomes, thus it is crucial to develop assessment model of Health Management Center. The research adopts Fuzzy Analytic Hierarchy Process (FAHP) for customers to make weight assessment on evaluation indexes of Health Management Center. Five major perspectives for customers’ selection of Health Management Center are summarized, orderly including (1) Health Management Department (2) Personnel Service Department (3) Health Examination Service Department (4) Marketing Department (5) Environment Department. In addition, in the aspect of importance, “regularly track recheck and provide timely medical service”, “provide doctor’s commentary and inspection report result and follow-up ambulatory care issues” and “reasonably charge” are consider to be three major indexes in all weights. Research results can be submitted to relevant health examination institutes and personnel of the hospital for reference to earn the opportunity of developing new customers and improve service quality.

In recent years, average life expectancy has constantly increased, Directorate-General of Budget, Accounting and Statistics, Executive Yuan (2007) announced, in 2007, average life expectancy of male in Taiwan was 75.09 years old and female 81.9 years old, reaching the level of advanced countries. Also, demographics from Ministry of Interior, Executive Yuan (2007) indicated: in Taiwan area, aged population over 65 years old accounted for 10.2% of total population and reached aging society index specified by World Health Organization; health examination constantly increased examination items in recent years and purchased and used great amount of precise instrument for health examination, so at present, health examination has not been special for the aged, but diseases of the aged still occupied the majority in expenses of health care. From the viewpoint of Prevent Medical, health examination can find out situation of the patients’ diseases tend to occur in the future, resulting in greatly reducing health care medical expense in the future. Current health examination institutions in the market are numerous, but there is a discrepancy in the aspects of quality and service, therefore, this research focuses on the health examination institutions targets their items selected by customers to master customers’ demand for Health Management Center and provide suggestions concerning improvement and future operating direction of Health Management Center in current market. In recent several years, health examination has been gradually accepted by people, who have not the similar feeling of entering into the hospital, and Health Management Center established in the hospital has become luxurious. In literature of health management, Chen (2001) thought that from current entire market of Health Management Center, medical market was roughly divided into Prevent Medical, Acute Care and Long Term Care. Stratmann also formulated rational decision-making model in medical treatment specially for medical expense actions in 1975. Chen (2001) thought that the main targets sought for of professional Health Evaluation Center and Health Management Center attached to the hospital are different. Effective health examination and disease screening of Huei (2009) can limit development of disease and promote public health. Hua (2009) designed to examine current conditions and problems with the system of occupational health examination in Taiwan. Ginn (2004) used a survey to investigate the factors influencing adoption of CRM in Health Examination Service Department of hospital. Tsai, Chang, and Lin (2010) use fuzzy hierarchy sensitive with Delphi method to evaluate hospital organization performance. Therefore, in recent years hospitals have established lots of Health Management Centers and positively expanded equipment and manpower because of expectation for expense increase of health examination of customers.

This research discovers that in evaluation perspective of Customer Health Management Center, valuing level sequence are respectively as follows: (1) Health Management Department, (2) Personnel Service Department, (3) Health Examination Service Department, (4) Marketing Department, (5) Environment Department. This research compared with research results of past evaluation index perspectives of Health Management Center and summarized that perspectives including Health Management Department, Personnel Service Department and Health Examination Service Department are the indexes have been emphasized in evaluation of Health Management Center. In the indexes of the third hierarchy of Environment Department, the indexes paid most attention to by customers when selecting health examination institution or hospital’s Health Management Center are “Advanced examination equipment” and “Independent examination space and equipment”. Advanced instrument and equipment are rather obviously important for customers to require health examination institutions and are the factors self-financing customers evaluate as well. “Independent examination space and equipment” is also the demand for top management. In the indexes of the third hierarchy of Marketing Department, the indexes paid most attention to are “Health examination welfare provided by the company for middle and high level officers” and “Promotions attached to health examination service”, from the aspect of Marketing Department, customers’ conception of health examination is still inadequate, putting self-health into free health examination. However, “Free health examination service provided by insurance company” is the part attaches least attention of customers. According to actual expert interview, people attending health examination require different products, which are the products begin from high-level customization. “Reasonable charges and prices” is the index paid most attention by customers in the indexes of the third hierarchy of Health Examination Service Department, as well as the first priority among all items. Analysis of this item shows that customers still greatly emphasize the expenses of health examination and the rationality of charges and prices. Secondary important index is “Time of completion of Health Examination Report and return”. After completing health examination in the past, it often took a very long period of time to see the health examination report, but it may only takes several hours to acknowledge most of results at present, which also greatly shortens the time customers wait for the report, and some basic and relatively deepened examination items can be completed even in one day. In the indexes of the third hierarchy of Personnel Service Department, weight value of “Doctors’ professional capability” is only 0.044 higher than that of “Doctors give specific explanations of precautions before examination”. In particular, customers with higher status and positions will consult and clearly know the professional background of each doctor in advance to seek for themselves the best medical team. For “Doctors give specific explanations of precautions before examination” however, current Health Management Center of the hospital attaches great importance on rights of customers, doctors provide clear explanation for examinees, which will reduce the doubts and worries of examinees and provide convenience for follow-up examination and strengthen coordination of customers. “Regularly track rechecking and provide timely medical service” is the most important index in the indexes of the third hierarchy of Health Management Department, Modern people are very busy, all hope that each kind of experts to help dealing with the fields that are not their major. For example, bank’s finance specialists will be in charge of financing. So it is same to customers in Health Management Center, they all hope to have their bodies managed, thus a healthy secretary is required to management their own bodies. After learning about the indexes emphasized by hospital’s Health Management Center, hospitals can help customers to make actual weight evaluation while evaluating hospital’s Health Management Center, these indexed can also be the reference evidence for improvement of hospital’s Health Management Center.