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http://dx.doi.org/10.5762/KAIS.2019.20.10.351

A Study on Patient Experience Assessment of Appropriate Outpatient Medical Services of a University Hospital  

Her, Eun Kyoung (Dept. of Hospital Management, The Graduate School of Public Health & Welfare, Konyang University)
Ahn, Sang-Yoon (Dept. of Hospital Management, Konyang University)
Kim, Kwang-Hwan (Dept. of Hospital Management, Konyang University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.20, no.10, 2019 , pp. 351-357 More about this Journal
Abstract
This study was conducted to evaluate outpatient experiences of a general hospital and help identify the medical service status experienced by the patients in the overall process of outpatient care, and analyze the major factors influencing patient experience and perception. A total of 100 patients having more than 2 outpatient clinic visits at a university hospital from May 14, 2018 to May 28, 2018, were selected to participate in the survey, comprising 60.0% females and 40.0% males. Considering age, majority belonged to the >60 years old age group (53.0%) as compared to <59 years (47.0%). "Hospital is close by" was the highest motivation to visit the hospital (42.0%), followed by "Medical staff is skilled" (36.0%), "Recommended by another hospital" (7.0%), and "Recommended by people" being the lowest (1.0%). Taken together, the results of this study can be used as basic data to identify the issues for providing better patient-centric medical services, and to formulate plans for creating medical services that meet the patient needs and differentiated medical services.
Keywords
Patient Experience; Hospital Selection Motive; Hospital Environment; Nursing Care Services; Physicians Health Care Services; Treatment Service;
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Times Cited By KSCI : 2  (Citation Analysis)
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