Journal of the Korea Academia-Industrial cooperation Society (한국산학기술학회논문지)

The Korea Academia-Industrial cooperation Society (한국산학기술학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on Patient Experience Assessment of Appropriate Outpatient Medical Services of a University Hospital

일 대학병원 외래환자의 적정진료에 대한 환자경험평가 연구

  • Her, Eun Kyoung (Dept. of Hospital Management, The Graduate School of Public Health & Welfare, Konyang University) ;
  • Ahn, Sang-Yoon (Dept. of Hospital Management, Konyang University) ;
  • Kim, Kwang-Hwan (Dept. of Hospital Management, Konyang University)
  • 허은경 (건양대학교 보건복지대학원 병원경영학과) ;
  • 안상윤 (건양대학교 병원경영학과) ;
  • 김광환 (건양대학교 병원경영학과)
  • Received : 2019.06.18
  • Accepted : 2019.10.04
  • Published : 2019.10.31
Download PDF
⟨ Previous Next ⟩

Abstract

This study was conducted to evaluate outpatient experiences of a general hospital and help identify the medical service status experienced by the patients in the overall process of outpatient care, and analyze the major factors influencing patient experience and perception. A total of 100 patients having more than 2 outpatient clinic visits at a university hospital from May 14, 2018 to May 28, 2018, were selected to participate in the survey, comprising 60.0% females and 40.0% males. Considering age, majority belonged to the >60 years old age group (53.0%) as compared to <59 years (47.0%). "Hospital is close by" was the highest motivation to visit the hospital (42.0%), followed by "Medical staff is skilled" (36.0%), "Recommended by another hospital" (7.0%), and "Recommended by people" being the lowest (1.0%). Taken together, the results of this study can be used as basic data to identify the issues for providing better patient-centric medical services, and to formulate plans for creating medical services that meet the patient needs and differentiated medical services.

본 연구는 일개 종합병원을 이용한 외래환자들을 대상으로 환자경험평가를 시행하여 외래진료의 전반적인 과정에 있어 환자가 경험한 의료서비스를 확인하고, 환자경험 및 인식에 영향을 미치는 주요 요인을 분석하고자 하였다. 조사대상은 2018년 5월 14일부터 5월 28일까지 일개 대학병원에서 외래진료 경험이 2회 이상 있는 환자 100명을 조사대상으로 선정하였다. 조사결과 성별로는 여자가 60.0%, 남자가 40.0%로 여자가 더 많은 분포를 보였고 연령별로는 60세 이상이 53.0%, 59세 이하가 47.0%로 60세 이상 그룹이 59세 이하 그룹보다 더 많은 분포를 보였으며, 병원을 이용하게 된 동기는 "병원이 가까이 있어서"가 42.0%로 가장 많은 분포를 보였으며, "의료진의 실력이 좋아서" 36.0%, "타 병원에서 권유받아서" 7.0% 순이었고 "주위사람 소개로"가 1.0%로 가장 적은 분포를 보였다. 이상의 연구결과, 환자 중심의 의료서비스를 제공하기 위한 문제점 파악과 환자의 요구에 부응하는 의료서비스 및 차별화된 의료서비스 방안을 모색하기 위한 기초 자료로 활용될 수 있을 것이다.

Keywords

References

  1. H. E. Ban, The effect of service convenience on customer satisfaction and revisit intention : medical service, Master's thesis, Hanyang University, Korea, pp.1-65, 2011.
  2. IOM(Institute of Medicine). Crossing the Quality Chasm: A New Health System for the 21st Century, IOM(Institute of Medicine), 2001, pp.1-316.
  3. The Beryl Institute. Patient Experience Journal, Vol. 1, pp.7-19, 2014.
  4. K. S. Lee, J. A. Kim, W. J. Lee, "The Influence of Inpatient's Experience on Hospital Recommendation Intention - Focusing on the Moderating Effects of Health Condition", Korean journal of hospital management, Vol. 223, pp.133-143, 2017. DOI : http://kiss.kstudy.com/thesis/thesis-view.asp?key=3548260
  5. J. W. Lee, S. Y. Ahn, C. H. Lee, M. S. Lee, K. H. Kim, "Through a selection factor analysis of the local healthcare institutions Building complex medical services strategy", Journal of Digital Convergence, Vol. 13, No. 5, pp.297-307, 2015. DOI : http://dx.doi.org/10.14400/JDC.2015.13.5.297
  6. J. H. Hong, Y. K. Bu, Medical record & health information management, KMS, 2018, pp.1-760.
  7. Health Insurance Review & Assessment Service, First Patient Experience Evaluation in 2017, Health Insurance Review & Assessment Service, 2017, pp.1-27.
  8. U. N. Kim, Reporting heterogeneity in patient experience: Applying the anchoring vignette method, Master's thesis, Seoul National University, pp.1-57, 2015.
  9. E. H. Kim, "The Effects of Hospital Service Factors on Patient Satisfaction of the Medical Consumer", The Korean Society Of Health And Welfare, Vol. 17, pp.101-115, 2015. DOI : http://dx.doi.org/10.23948/kshw.2015.12.17.101
  10. Y. H. Shin, A Study on the Factors of Hospital Medical Service Satisfaction, Master's thesis, Kookmin University, pp.1-93, 2013.
  11. E. H. Hong, The Effect of Medical Service Quality on Outpatient's Satisfaction and Willingness to Revisit, Master's thesis, Sung Kyun Kwan University, pp.1-87, 2003.
  12. H. K. Lee, I. W. Chang, "Effect of the non-Medical Services on Attitude to Hospital Utilization", Journal of Preventive Medicine and Public Health, Vol.21, No.2, pp.442-450, 1988. DOI : http://www.ndsl.kr/ndsl/search/detail/article/articleSearchResultDetail.do?cn=JAKO198824717578623&SITE=CLICK
  13. H. J. Choi, M. S. Koh, "Comparative Study between the Patients' Satisfaction Level of Nursing Service and Revisiting Intention of the Inpatients According to the Wards Type - Mainly on General", Health Soc Sci, No.37, pp.49-64, 2014.
  14. J. Y. Joung, A Study on the Impact of Medical Service Quality on Customer Satisfaction and the Intention to Recommend to Others, Master's thesis, Kyung Hee University, pp.1-58, 2011.
  15. J. S. Yun, K. H Kim, "Effect on Medical Expenses Request due to Medical Clinic Administrative Staff's Existence or Not", Journal of Digital Convergence, Vol.10, No.1, pp.407-412, 2012. DOI : https://www.kci.go.kr/kciportal/ci/sereArticleSearch/ciSereArtiView.kci?sereArticleSearchBean.artiId=ART001641017 https://doi.org/10.14400/JDPM.2012.10.1.407