現今社會越來越多的病人要求醫療自主權，當要求越多所造成的醫病衝突也就越多，最後導致醫院發生服務失誤。瞭解病人及病人家屬的需求及要求是改善醫院服務品質同時減少服務失誤的關鍵。品質機能展開在過去20年被廣泛地運用在製造業研究，將顧客聲音轉換成產品設計規格，但卻很少研究將此一方法用在服務產業，尤其是醫院產業。因此，本研究針對病人及病人家屬的需求進行評估，發現5組的醫療失誤中，“服務態度及回應性失誤”為最重要的失誤，接著是 “顧客認 (病人) 知失誤”、“顧客 (病人) 態度失誤”、“專業度失誤”以及“醫院環境失誤”。而服務補救策略方面，最有效果的策略則是“溝通”，接著為“道歉與安撫”、“給予衛教及正確醫療知識”、“意見箱”以及“立即回覆顧客 (病人) 要求”。本研究藉由與醫護人員面談蒐集服務失誤及服務補救措施，日後可以做為目前學術及專業參考，特別是醫院產業的研究。

Patients nowadays started to request more autonomy on his/her medical care, which may cause conflicts during the interactions between service providers and patients, this situation may result in failure of hospital operations. To improve service quality and to reduce service failure, it is critical for hospitals to understand the needs and wants of the customers and try to provide technology and service quality to meet customers’ needs and wants. In the least two decades, the technique of Quality Function Deployment (QFD) has been used widely in manufacturing firms. However, rare of these studies have focused on service firms or service organization, especially in the hospital industry. Therefore, this study intends to concentrate an effort on evaluating the needs and weights of the customer concerned items as well as determining the skills and weight from the technology provides. The findings indicate that among the five dimension of service failure in hospitals, the failure that hospital staffs perceived the most important ranking was “Service Attitude and Responsiveness Failure”, followed by “Customer Perception Failure”, “Customer Attitude Failure”, “Professionalism Failure” and “Hospital Environment Failure”. While for service recovery strategies, the most effective strategies to deal with service failures were “Communication”, followed by “Apology and appeasement”, “Give health education and correct medical knowledge”, “Suggestion box”, and “Fulfill customers' requests immediately”. This study may contribute to the current literature for academics and professionals, particularly for those in the hospital industry since it identified the major elements of hospital service failure through interviewing hospital experts and determined the most effective recovery strategies to better satisfying customers’ needs and expectations.

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