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http://dx.doi.org/10.15207/JKCS.2016.7.5.117

Medical Convergence Analysis of Complaint about Medical Service in an Affiliated Hospital  

Kim, Jung-Suk (Department of Nursing, Ajou University Hospital)
Eom, Ae-Hyun (Department of Nursing, Ajou University Hospital)
Yu, Moon-Sook (College of Nursing, Institute of Nursing Science, Ajou University)
Publication Information
Journal of the Korea Convergence Society / v.7, no.5, 2016 , pp. 117-125 More about this Journal
Abstract
Implementation of patient feedback is considered as a critical part of effective and efficient management. This study is a retrospective survey after to ensure the medical convergence analysis of contents on customer dissatisfaction using medical services. The data were collected from dissatisfaction 319 case at a affiliated hospital. The result indicate that a repeat visit than the initial visit, outpatients were more dissatisfied than the inpatients. The type of dissatisfaction were more dissatisfied of the in communication and explanation of medical service, nursing service and procedure of administrative services. In the classification of disease the percentages of dissatisfaction in the digestive system and neoplasm were high in both groups(p<0.05). Based on the study to improve the quality of medical service. Prevent the recurrence of dissatisfaction and to establish a customer-oriented business strategy. Characterized by dissatisfaction factors and contents of each patient and should be structured to specific disease types of services through continuous medical convergence research.
Keywords
Complaints; Medical convergence; Hospital; Medical service; Disease;
Citations & Related Records
Times Cited By KSCI : 10  (Citation Analysis)
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