목적: 상용치료원(usual source of care)은 아프거나 건강문제에 대한 조언이 필요할 때 주로 방문하는 특정 개인의원, 보건소, 혹은 기타 장소로, 상용치료원 보유는 예방서비스를 제공을 더 받게 되며, 보건의료에 대한 전반적인 만족도가 높고, 입원율을 감소시키며 의료급여자의 의료비를 감소시킬 수 있다. 이 연구에서는 당뇨병을 보유하고 있는 20세 이상을 대상으로 상용치료원 보유 여부에 따른 대상자의 현황을 파악하고, 의료이용 횟수 및 의료비의 차이와 이에 영향을 미치는 특성을 분석하였다. 방법: 이 연구는 제7차 한국의료패널 자료를 이용하였다. 상용치료원 보유여부에 따른 의료이용 횟수와 의료비를 비교하기 위해 분산분석을 실시하였으며, 상용치료원 유형에 따른 의료이용 횟수와 의료비용에 영향을 미치는 요인을 파악하기 위해 Tobit 분석을 수행하였다. 결과: Tobit 분석결과, 상용치료원을 보유한 경우 보유하지 않은 경우보다 외래의료비는 증가했으나 입원의료비는 감소하였다. 상용치료원을 보유한 경우 보유하지 않은 경우보다 외래이용횟수와 입원횟수가 증가했으나 통계적으로 유의하지 않았다. 함의: 지속적이고 포괄적인 의료서비스가 제공되는 상용치료원을 당뇨병 환자들이 보유하게 되면, 외래 예방서비스의 이용을 통해 장기적으로 입원의료비의 감소를 기대할 수 있을 것이다.

This study was performed to analyze systematically and validate empirically the influence of korean medicine service quality on satisfaction factors and revisiting intention. The candidates were patients visiting the one korean medicine hospital in Gyeongnam. We took a direct survey collected during 15 days May 1 to 15, 2016. For the survey I distributed a total of 250 questionnaire and used the final 230 of them in verifying this research model except unreliable data. The collected data were used statistics program SPSS WIN 22.0 and the research model were examined by AMOS 18.0. The main research results are follows. First, the most influencing factors on consumer satisfaction were public image factors and then human factors. and then effectiveness factors. Second, the most influencing factors on reuse intention were public image factors and then physical factors. Third, human and effectiveness factors of service quality factors in korean medicine hospital did not effect on revisiting intention directly but, effected on revisiting intention through mediation role of the customer satisfaction. Forth, satisfaction on the significant effect on reuse intention. so satisfaction has proved to be a important factor for reuse intention. The results of this study are expected to contribute to management efficiency and developmental improvement on korean medicine hospital policy and management efficiency and be used as a basis for leading to national health promotion through the development of korean medicine service.

The research is to examine medical service quality factors affecting choice of hospital(revisiting intention, and recommendation) in large general hospitals based on the SERVQUAL model. The study have surveyed 400 respondents in Gangbuk-gu not having any tertiary hospital. The main results of the analyses indicate: 1) 'assurance' and 'empathy' of medical service are basically, positively affect revisiting intention and recommendation; 2) 'empathy' is the most important factor affecting revisiting intention; and 3) 'tangibility' significantly affects recommendation of general hospitals to other people. The study suggests that it is necessary to pay more attention on 'empathy' among SERVQUAL factors to increase satisfaction of patients and to find better ways of improving medical service quality.

The purpose of this study is to analyze the difference of productivity according to environmental factors among 25 Regional base public hospitals. Also this study is to propose a method to improve the productivity of Regional base public hospitals in the future by improving the public performance and stable management performance by studying the productivity variables affecting profitability. The survey period was based on the last three years, and 25 Regional base public hospitals were selected for the survey. The dependent variable is the total capital medical marginal profitability and the medical profit marginal profitability which are the indicators of profitability. The independent variable, productivity, is classified into three indicators: capital productivity, labor productivity, and value added productivity. The ANOVA analysis method was used to analyze the productivity difference according to the frequency factor and the environmental factors of the Regional base public hospitals. Finally, we conducted a hierarchical regression analysis to examine the productivity variables affecting profitability. The results of this study showed that there were differences in productivity due to environmental factors such as hospital size, competition in the local medical market, and differences in management performance. The difference in productivity and profitability depending on the environmental factors suggests that it is difficult for Regional base public hospitals in each regional base to perform a balanced public service. In order to overcome this, it is necessary to provide balanced medical services such as government financial support expansion, regional medical demand forecasting and facility infrastructure construction.

Purposes : The purpose of this study is to identify factors that have effects on safety activities of hospital personnels by investigating causality between patient safety culture, job stress, safety system and safety activities of faculty and staff member who are working for oriental medicine hospital of university. Methodology : The subjects were 246 employees working in 4 oriental medicine hospitals of university in Daejeon and Chungcheongnam-do. The data were collected from January 16 to January 25, 2017 using a structured questionnaire. For data analysis, descriptive statistics, Pearson correlation coefficient, t-test, ANOVA and Duncan test with SPSS 22.0 were used. Findings : The activity score for patient safety of faculty and staff member, who were experienced at job training program after joining a company and regular training course for qualification or license, was meaningfully higher than that of group who had no job training experience. The result indicated that the higher there is level of safety culture and safety system and the lower there is work stress, the more the activity has positive effect on patient safety. The level score of awareness for safety culture of faculty and staff member in C hospital, which is facing financial crisis in business circumstances recently, showed average value of 3.29. It was significantly lower than that of the other three hospital. Also, The activity score for patient safety was markedly lower than that of the other three hospital. This result become interested in the process of linking non-financial performance and financial performance. The level score of safety activity in A hospital which obtained healthcare accreditation was remarkably higher than that of the other three hospital which didn't certify healthcare accreditation. Pratical Implications : Subjects about Q.I or patient's experience management must be included in curriculum of Oriental medicine. It is necessary to get the effect of job training program for faculty and staff member through the process of preparation for obtaining healthcare accreditation. When the hospital director is appointed, it must be considered that he/she has the ability to attach importance to analysis and management of the factors creating safety accident, and has business mindset for healthcare delivery of customer- centricity. This research showed that financial performance of hospital, which of business environment is favorable; located in metropolitan city and having large scale of hospital and quality of residence rating but low-level of safety culture and safety activity, was lower than that of general hospital situated in small and medium-sized cities. More research needs to be done for answering this result.

Purposes: The purpose is to establish the direction of healthcare R&D through private nonprofit organization. Methodology: The data is divided into two groups: 12 physicians and pharmacists, and 16 persons including professors related to university donation, non-profit foundation executives. Each group was subjected to two Delphi surveys. To analyze the validity of the opinion, the content validity ratio and the consensus of experts were verified. Findings: Funding should be invested in 'development research' and 'application research'. The factors that hinder the donation culture are 'donation prevention system such as tax imposition system and rebate double penalty system', 'insufficient motivation of fund raising person', and 'lack of fund specializing specialist'. The fund raising strategy should be centered on a small number of large donors or a balance between large and small donors. The fund raising target should be effective to raise funds for corporate and individual donors. It is necessary to clarify the purpose of the social problem to be solved by the campaign strategy for promoting donation, to announce the validity of the trust and transparency of the institution, and to emphasize the social investment by the private sector. Practical Implications: It is necessary to present directions through private nonprofit organizations for the future development of healthcare R&D. The legal and institutional deficiencies of the domestic nonprofit organization fundraising infrastructure should be improved. In order to create a social investment climate, it is necessary to improve the awareness of donations and develop various donation programs for the private sector.

The purpose of this study explains how service characteristics such as service competence, service customization, interpersonal communication and image affect service trust and affective commitments and how service trust, affective commitment play a role in affecting risk-taking and service loyalty in specialty hospital. and then confirm the mediating role of relationship quality components such as service trust and affective commitment in the above path relation. For this purpose, the research hypothesis was verified by structural equation model analysis(SEM) using SPSS 21.0 and AMOS 20.0 statistical package. The results of the study are as follows. First, interpersonal communication influenced service trust, image influenced affective commitment, service ability influenced service trust and emotional commitment, while service customization did not affect any factor. Second, service trust and affective commitment did not effect each other. Third, service trust and affective commitment were more powerful in risk-taking than the influence on service loyalty. Fourth, Risk takings affected service loyalty. Therefore, marketers of special hospitals not only medical services by providing medical service with superior service ability, but also by always strengthening interpersonal communication at the time of providing services. This will enable consumers to overcome the avoidance in the service decision process and implement a specific service marketing strategy that can continuously use the hospital service.

This study was performed to provide medical service providers with useful information for their market competitiveness and decision making. It is regarding positioning map and repositioning map strategy to enforce market competitiveness through bench marking of a specific hospital which has been relatively underestimated in the market. With AHP and biplot analyses for this study, we could identify priority of properties that medical service consumers consider when they choose a university hospital and market competitiveness of alternative university hospitals. It is expected that the study of repositioning strategy to Strengthening Market Competitiveness will provide efficient problem solving method to allocation restricted resources by repositioning the specific university hospital through benchmarking with evaluation factors of the most market competitiveness university hospital. When Inje University Paik Hospital was benchmarked and repositioned, the share of Paik hospital increased and there was only 3.1% difference from Dongah Dong-A University Hospital, which occupied the first place in market competitiveness. Such the results of this study may suggestion management strategies to provide efficient problem solving methods when companies responding to rapidly changing management environments allocation restricted resources.

This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.

Purpose : This study is to analyze the inpatients's experience of medical services provided by hospital including medications, treatments, and environment. Based on the results of surveys conducted as part of the inpatient experience evaluation in A hospital in Goyang, Gyeonggi province. Methodology : A sample of 300 adults aged 19 years or older who had more than one day of hospitalization was selected. The questionnaire was conducted from April 3rd to June 21st, 2017 by telephone. Findings : It is found that recommendation intention influenced by medical services, hospital environment, medication treatment process. but it turns out that there is no moderate effects of health condition between patient's experience and recommendation. Practical Implication : In order to improve the inpatient experience, there should be a way to improve experience in providing patient-centered services in the hospital s environment, medication and treatment.

Purpose: Crisis is inevitable to every organization and therefore, successful crisis management is critical to the organizations' survival and prosperity. With the understanding, this study aims to draw propositions for successful crisis management of hospitals when facing infectious disease outbreak. For the purpose, a case of a small and medium sized hospital's experience of crisis management during 2015 Middle East Respiratory Syndrome outbreak was analyzed. Methodology/Approach: The detailed internal circumstances and experiences of the hospital during the MERS outbreak were identified by in-depth interview as well as the extensive material review, and analyzed under the view of the theories of accident, error, and crisis in relation of organization management Findings: Overall, nine propositions are drawn by the phase of crisis. In pre-crisis phase, for example, 'the hospital preparedness has positive influence on the effective responding to the crisis'. In detection phase, 'the mindfulness of the hospital organizations' as well as the individuals' has positive influence on detecting the crisis signals'. In crisis phase, for example, 'improvising naturally occurs in crisis by the unknown disease, therefore, a component site supervisor coordinating such improvision is important'. Lastly, in post-crisis phase, 'successful crisis responding experience facilitates the positive hospital culture'. Practical implication: From the experience of a small and medium size hospital, it is suggested that proactive system approach oriented by safety is beneficial for effective crisis management.