Quality Improvement in Health Care (한국의료질향상학회지)

Korean Society for Quality in Health Care (한국의료질향상학회)
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Patient Dissatisfaction with Health Care: A Content Analysis of Newspaper Articles Between 1990 to 2015

의료에 대한 환자들의 불만: 1990-2015년 신문기사에 대한 내용분석

  • Lee, Ji-Su (Department of Health Policy and Management, Seoul National University College of Medicine) ;
  • Kim, Jae-Won (Department of Neuropsychiatry, Seoul National University Hospital) ;
  • Shin, Yu-Kyung (Seoul National University Hospital) ;
  • Kim, Tae-Jae (Department of Health Policy and Management, Seoul National University College of Medicine) ;
  • Do, Young-Kyung (Department of Health Policy and Management, Seoul National University College of Medicine)
  • 이지수 (서울대학교 의과대학 의료관리학교실) ;
  • 김재원 (서울대학교병원 정신건강의학과) ;
  • 신유경 (서울대학교병원) ;
  • 김태재 (서울대학교 의과대학 의료관리학교실) ;
  • 도영경 (서울대학교 의과대학 의료관리학교실)
  • Received : 2020.05.14
  • Accepted : 2020.06.24
  • Published : 2020.06.30
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Abstract

Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time. Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis. Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased. Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.

Keywords

References

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