Journal of Digital Convergence (디지털융복합연구)

The Society of Digital Policy and Management (한국디지털정책학회)
권호 표지
DOI QR코드

DOI QR Code

Development of a convergence inpatient medical service patient experience management model using data mining

데이터마이닝을 이용한 융복합 입원 의료서비스 환자경험 관리모형 개발

  • Yoo, Jin-Yeong (Division of Health Administration, Suseong University)
  • 유진영 (수성대학교 보건행정과)
  • Received : 2020.05.20
  • Accepted : 2020.06.20
  • Published : 2020.06.28
Download PDF
⟨ Previous Next ⟩

Abstract

The purpose of this study is to develop a convergence inpatient medical service patient experience management model(IMSPEMM) that can help in the management strategy of a medical institution to create a patient-centered medical culture. Using the original data from the 2018 Medical Service Experience Survey, 593 people with medical services inpatient(MSI) over the age of 15 were analyzed. By using the decision tree model, we developed a prediction model for overall satisfaction(OS) with the inpatient medical service experience(IMSE) and the intention to recommend patient experience(RI), and were classified into 4 and 7 types. The accuracy of the model was 68.9% and 78.3%. The OS level of IMSE was the nurse area and the hospital room noise management area, and the RI decision factor was the nurse area. It is significant that the IMSPEMM for MSI was presented and confirmed that the nurse area and the noise management area of the hospital room are important factors for the inpatient experience. It is considered that further research is needed to generalize the IMSPEMM.

본 연구는 환자중심성 의료문화 조성을 위한 의료기관 경영전략에 도움이 될 수 있는 융복합 입원 의료서비스 환자경험 관리모형을 개발하고자 하였다. '2018 의료서비스경험조사' 원시자료를 이용하여 만 15세 이상 입원 의료서비스 경험이 있는 593명을 분석하였다. 의사결정나무 모형을 활용하여 입원 의료서비스 경험에 대한 전반적 만족도와 환자 경험 추천 의사 예측모형을 개발하였으며 유형은 4개, 7개로 각각 분류되었다. 모형의 정확도는 68.9%, 78.3%였다. 입원 의료서비스 환자경험 전반적 만족도 결정요인은 간호사 영역과 병실 소음관리 영역이었으며 추천 의사 결정요인은 간호사 영역이었다. 입원 의료서비스 환자경험 관리모형을 제시하고 간호사 영역과 병실 소음관리 영역이 입원환자 경험에 중요한 요인임을 확인한 점이 의의가 있다. 입원 의료서비스 환자경험 관리모형의 일반화를 위한 추가 연구가 필요하다 생각된다.

Keywords

References

  1. J. Y. Yoo & E. Y. Cha. (2019). Hospital coordinator and medical service design. Seoul : SuMunSa publishing.
  2. J. Y. Yoo & E. Y. Cha. (2019). Hospital Coordia lnator and Medical Service Design. Seoul : SuMunSa Publishing.
  3. J. W. Shin, B. H. Cho, B. R. Choi, J. Y. Shin, M. K. Cheon & Y. J. Lee. (2018). 2018 Medical service experience survey. Sejong : Korea Institute for Health and Social Affairs.
  4. J. D. Yeon. (2019. 06. 13). Shim pyeong-won, paradigm shift to patient-centered medical care, expanding 'patient experience evaluation'. Medi:Gate news. https://www.medigatenews.com/news/1654710179
  5. Health Insurance Review & Assessment Service. (2018). 2017 patient experience evaluation results. Seoul
  6. Wolf, J., Niederhauser, V., Marshburn, D., & LaVela, S. (2014). Defining patient experience. Patient Experience Journal, 1(1), 7-19. DOI: 10.35680/2372-0247.1004
  7. Matsen, C. B., Ray, D., Kaphingst, K. A., Zhang, C., Presson, A. P., & Finlayson, S. R. (2020). Patient satisfaction with decision making does not correlate with patient centeredness of surgeons. Journal of Surgical Research, 246, 411-418. DOI: 10.1016/j.jss.2019.09.028
  8. IOM(Institute of Medicine). (2001). Crossing the quality chasm: a new health system for the 21st century. Washington. D.C.: National Academies Press. https://doi.org/10.1177/152715440100200312
  9. J. W. Shin, B. H. Cho, B. R. Choi, H. S. Kim, K. H. Kim, J. Y. Shin & S. K. Cho. (2018). 2017 Health service experience survey. Seoul: Ministry of Health and Welfare, Korea Institute of Health and Social Affairs.
  10. E. K. Her, S. Y. Ahn & K. H. Kim. (2017). Quality management; customer satisfaction; customer experience; service blueprint; WtA(walk through audit); interactive decision tree; healthcare service optimization. Health and Social Welfare Review, 37(1), 463-494. DOI : 10.15709/hswr.2017.37.1.463
  11. S. D. Kim. (2019). Analysis of medical service design case in terms of patient experience. Master's Thesis. Yonsei university, Seoul.
  12. S. K. Jo. (2018). Effects of patient's hospital use characteristics and selection motive on patient experience. Master's Thesis. Yonsei university, Seoul.
  13. S. K. Han. (2019). The effect of medical institution characteristics on patient experience evaluation results. Master's Thesis. Yonsei university, Seoul.
  14. J. Y. Yoo. (2018). The effects of medical service design thinking on preliminary health administrators' empathy ability. Journal of Digital Convergence, 16(10), 367-377. DOI : 10.14400/JDC.2018.16.10.367
  15. S. D. Yoon, H. S. Jeong & D. H. Lee. (2020). The effect of perceived organizational and personal competence on work performance, patient experience satisfaction, and revisit intention: Focused on H medical institutions. Journal of Service Management, 21(1), 203-231. DOI: 10.15706/jksms.2020.21.1.008
  16. B. H. Cho & H. S. Kim. (2012). Research and development of research tools for satisfaction of public health services. Seoul National University Graduate School of Public Health & National Health Insurance Corporation, Seoul.
  17. S. K. Kim. (2017). The effect of preventive treatment experience on treatment satisfaction and dental fear. Journal of Digital Convergence, 15(10), 485-492. DOI : 10.14400/JDC.2017.15.10.485
  18. N. K. Lee, D. S. Suh & K. E. Song. (2017). A study on the spacial environment satisfaction for evidence based design of rehabilitative health-care facilities-convergent approach for patient-centered rehabilitative healthcare service. Journal of Digital Convergence, 15(10), 327-337. DOI : 10.14400/JDC.2017.15.10.327
  19. E. H. Hong. (2003). The effect of medical service quality on outpatient's satisfaction and willingness to revisit. Master's Thesis. Sung Kyun Kwan university, Seoul.
  20. Gonzalez, A. I., Kortlever, J. T., Rijk, L., Ring, D., Brown, L. E., & Reichel, L. M. (2020). Is there a correlation between the patient-doctor relationship questionnaire and other patient-reported experience measures?. Patient Experience Journal, 7(1), 44-50. DOI : 10.35680/2372-0247.1399
  21. Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient Satisfaction with Health Care Services; An Application of Physician's Behavior as a Moderator. International journal of environmental research and public health, 16(18), 3318. DOI : 10.3390/ijerph16183318