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http://dx.doi.org/10.12811/kshsm.2020.14.1.015

Outpatient Health Care Satisfaction and Influential Factors by Medical Service Experience  

Kim, Ji-On (Department of HCM Catholic University of Pusan)
Park, Young-Hee (Department of HCM Catholic University of Pusan)
Publication Information
The Korean Journal of Health Service Management / v.14, no.1, 2020 , pp. 15-30 More about this Journal
Abstract
Objectives: This study investigated outpatient health care satisfaction and influential factors using data from the "2018 Health Care Experience Survey". Methods: Data on 6,705 participants in the Health Care Experience Survey were statistically examined using a t-test, ANOVA, and multiple regression analysis. Results: First, the level of satisfaction among outpatients was generally positive, and satisfaction among older people was high. Second, the significant factors of outpatient overall satisfaction were gender, consultation time, waiting time, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Third, influential factors of intention to recommend were education, institution type, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Conclusions: In order to improve the overall satisfaction of outpatients, the treatment method should be improved. For example, the doctor should devote more time for and engage in sufficient conversation with the patient, the nurse should be polite, and patients should be given easy-to-understand explanations.
Keywords
Health Care Satisfaction; Health Care Experience Survey; Outpatient; Intention to Recommend;
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Times Cited By KSCI : 8  (Citation Analysis)
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