• The Journal of the Korea Contents Association
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• v.17 no.12
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• pp.617-627
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• 2017

The purpose of this study was to investigate the effect of medical service quality perceived by general hospital inpatients on satisfaction and loyalty. Data were collected and analyzed through questionnaires of 310 hospitalized patients in general hospital in Gyeonggi-do. The main results of this study are as follows. First, the effect of medical service quality on satisfaction was statistically significant in procedural procedure, hospital life (doctor, nurse), employee friendliness, hospital environment and service satisfaction(p <.001). Second, the effect of medical service quality on loyalty was statistically significant in hospitalization (nurse), hospitalization (doctor), hospital environment and service loyalty(p <.05). Finally, the effect of inpatient satisfaction on loyalty was found to have a significant effect on satisfaction(p <.001). The higher satisfaction with medical service quality affects the loyalty, and it is an important factor in future re-hospitalization and recommendation of hospital to others. Therefore, management should establish policies on quality of medical service to improve the satisfaction and loyalty of hospitalized patients. It should be reflected.

• Korean Journal of Adult Nursing
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• v.13 no.4
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• pp.581-590
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• 2001

목적: 의료수준의 발전과 더불어 대중들의 건강요구와 건강증진에 대한 기대 수준도 점점 높아지므로 간호사는 대상자의 요구를 이해하고 양질의 간호를 제공하여 환자의 건강상태를 바람직한 방향으로 변화시켜야 한다. 따라서 이 연구는 환자가 인지한 간호에 대한 경험과 대상자가 경험한 간호에 대한 만족도를 파악하고, 그 관계를 규명함으로써 환자 간호의 질향상과 간호 만족도 향상을 위한 기초 자료를 제공하고자 한다. 연구방법: 본 연구는 일 종합병원의 127명의 입원 환자가 간호 경험정도와 제공받은 간호에 대한 환자 만족도 정도를 규명하기 위한 서술적 상관관계 연구이다. 연구결과: 첫째, 입원환자의 간호 행위에 대한 간호 지각도의 정도는 각 항목별 비교 분석한 결과 신체적 간호행위에 대한 지각도가 평균평점은 2.74로 가장 높았으며, 또한 환자가 지각한 간호행위에 대한 만족도는 기술-전문적 간호행위(M= 3.55)의 만족도가 가장 높았다. 둘째, 일반적 제특성과 전체 간호행위의 지각도와 차이가 있는지 분석한 결과 연령(p< 0.1)에 따라 유의한 차가 있는 것으로 나타났다. 즉 연령이 높을수록 간호행위에 대한 지각도가 높게 나타났다. 그리고, 간호행위에 대 한 지각도의 하부영역 분류중 신체적간호행위에 대한 지각도는 입원과(p< 0.05)에 따라 유의한 차가 있는 것으로 보였다. 또한 일반적 제특성과 전체 간호행위의 만족도와의 관계에서는 입원과(p< 0.05)에 따라 유의한 차가 있었다. 일반외과 환자가 내과 환자보다 만족도가 높은 것으로 나타났다. 셋째, 입원환자의 간호 행위에 대한 환자의 지각도와 만족도간의 관계(r= 0.39, p= 0.00)는 서로 상관성이 있는 것으로 나타났다. 결론: 본 연구의 대상은 1개 종합병원에 국한된 것이므로 연구결과를 일반화 할 때는 신중을 기해야 한다. 연구결과에서 보여주듯이 정신적 간호행위가 가장낮은 지각도로 나타났듯이 간호사는 환자들의 정신적 지지의 간호가 잘 이루어 지도록 노력해야 할 것이며, 또한 교육적 간호행위의 만족도가 가장 낮게 나타났으므로 보다 더 환자와 간호사간의 정보교환이 잘 이루어지도록 해야 한다. 연구결과를 기초로 하여 전 진료과 병동으로 확대 반복 연구를 제언하며, 환자의 간호 만족도를 향상시키기 위해 전문적 지식 및 긍정적 의사표현등을 포괄하여 간호사의 적극적 간호행위가 수행되어야 할 필요가 있다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.7
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• pp.3094-3101
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• 2012

This study provides fundamental data in order to obtain improved medical services and competitiveness by analyzing the satisfaction level of patients receiving inpatient services at general hospitals. Data from self-administered surveys distributed to inpatient subjects at local general hospitals was collected from 09/19/2011 to 09/30/2011. Firstly, the results of 320 surveys show that the average level of satisfaction from inpatient services was 3.25 (maximum 4.0). Secondly, the results from general characteristics and satisfaction from medical care provider services showed that there is a statistical significance regarding medical treatment, health condition, the number of times admitted to the hospital, and hospital environment including hospital admittance/release proceeders. Also the satisfaction with other services is statistically significant with regards to age, medical treatment, health condition, and the number of times admitted to the hospital. Thirdly, there is a statistically significant positive correlation between inpatient services and levels of satisfaction. Finally, from the analysis of factors influencing inpatient satisfaction showed that physician services and other services significantly affect satisfaction. In conclusion, in order to increase inpatient levels of satisfaction the workforce involved medical treatment of patients need to be retained and a variety of programs need to be in operation that will satisfy patients while they stay in the hospital. Further research is expected.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.331-339
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• 2013

This study attempts to analyze medical service factors associated with patients' satisfaction, and its difference between inpatients and outpatients in A medium-sized hospital located in rural area. Questionaries have been collected from 411 patients of 96 inpatients and 315 outpatients. The survey was carried out for 4 weeks, from August 20, 2011. The study found that hospital awareness was only factor related to patients' satisfaction in inpatients. In the case of outpatients, several factors were related to patients' satisfaction. They are included qualified health care providers, infirmary accommodations, staff kindness, hospital awareness, and convenient procedure of treatment and admission. Based on the findings, it is desirable to differentiate the strategy in improving patients' satisfaction between patient type; either inpatient or outpatient to being competitive.

• Journal of Convergence for Information Technology
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• v.10 no.1
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• pp.235-242
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• 2020

This study aims to provide direction for improvement of the hospital's management environment for customer satisfaction management, which is ultimately consumer-oriented in practice. this study was analyzed the relationship between hospital use satisfaction relative to expected level and medical service provision process for inpatients. The study method collected data from September 10 to September 30, 2018 for patients with inpatient care at hospitals and general hospitals under 300 beds, and conducted a t-test, ANOVA, and logistic regression. According to the analysis, hospital brands were the most frequently chosen reason for hospitalization, followed by doctor brands. The satisfaction level of the inpatient medical service provision process showed no statistical differences depending on the general characteristics. It has been confirmed that the hospital's satisfaction level relative to the expected level of inpatients has a causal relationship that significantly affects the hospitalized procedure the course of the provision of medical services.

• Journal of Digital Convergence
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• v.19 no.2
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• pp.299-305
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• 2021

This study examined to identify the factors influencing on inpatients' satisfaction with hospitalization and willingness to recommend hospital to others. Data from the 2018 National Patient Experience Survey were used for the analysis. Of the 593 patients experiencing inpatient services, multivariate linear regression analysis was conducted to explore the factors such as physician care, nursing care, facility and administrative support, and healthcare system on inpatients' satisfaction after controlling for their socio-demographic and health related factors. The study found that physician care, nursing care, administrative support and healthcare system were related to inpatients' satisfaction and willingness to recommend hospital. To improve inpatients' satisfaction, it is necessary to improve healthcare professionals' overall patient-centerdness attitude, user friendly hospital facilities and administrative support services and efforts to trust and satisfaction on healthcare system from the patients' perspectives.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.4
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• pp.2726-2736
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• 2015

This study aimed to investigate the determinants of patients satisfaction and intent to revisit oriental medical hospitals. The level of overall patient satisfaction was used as an intervening variable and the level of intent to revisit was used as a dependent variable. The sample used in this study consisted of 578 patients from 3 oriental medical hospitals located in Chungnam Province. Data were collected from October 2014 to December 2014 with a structured and self-administrated questionnaire and analysed using path analysis. The results of the study indicate that oriental medical hospitals should make an effort to improve the overall satisfaction of patients, in the case of outpatient, especially focusing on the doctors' service and medical procedure, and in the case of inpatient, especially focusing on the facilities convenience, medical price and hospital ward life which will lead to high level of intent to revisit of patients.

• Journal of Hospice and Palliative Care
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• v.17 no.4
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• pp.248-258
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• 2014

Purpose: This study was conducted to explore the nursing needs and satisfaction of patients who are hospitalized at hospice palliative care institutions. Methods: This study included 80 hospice patients who were in-patients of the hospice department of two general hospitals in S city. The collected data were analyzed by descriptive statistics, t-test, one-way ANOVA, and Pearson's correlation coefficients using the IBM SPSS 20.0 program. Results: The mean score of nursing needs and satisfaction were 3.58 (${\pm}0.31$) and 3.25 (${\pm}0.20$) respectively. Significant differences in hospice nursing needs and satisfaction were observed in terms of general characteristics including gender, education level, occupation, religion, support for medical expense and functional status. Significant positive correlation was found between the overall nursing needs and nursing satisfaction. Conclusion: Based on the results of this study, in order to improve the quality of hospice service, further study is necessary in a comprehensive manner to develop nursing intervention to meet physical, psychological/social, spiritual, and educational/referral nursing needs of hospice in-patients.

• The Korean Journal of Nuclear Medicine Technology
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• v.12 no.1
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• pp.130-136
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• 2008

목적: 방사성옥소 치료를 받는 많은 환자들이 장기간의 전처치와 격리 입원 동안에 신체적 불편함을 호소하므로 이를 줄여주기 위하여 첫째, 방사성옥소 치료 전 환자들이 저옥소식을 잘 지킬 수 있도록 도움을 주며 둘째, 4일간의 격리입원기간 동안 심리적 어려움과 신체 적불편함을 줄여줌으로써 환자의 만족도를 향상시키는 효과를 기대하고자 본 연구를 하였다. 대상 및 방법: 1. 연구자들의 브레인스토밍을 통해 환자들의 불편함을 파악하였다. 2. 방사성옥소 치료를 위해 입원한 환자 36명에게 입원 기간 동안 느낀 점을 기록하게 하고 이를 조사하였다. 3. 환자 퇴원시에 치료과정에 대한 만족도 설문을 문제점 개선 전 33명, 개선 후 22명에게 조사하였다. 결과: 문제점과 개선안을 도출하였으며 가능한 범위 내에서 개선활동을 실시하였다. 그리고 만족도 설문을 조사하였으며 개선 전 후를 비교하였다. 문제점으로 1) 저옥소식: 맛이 없다, 반찬 가려 먹기가 어렵다. 2) 치료병실 생활: 속이 메스꺼워 음식 섭취가 곤란하다, 병실이 춥다. 3) 호르몬제 투여중지: 전신이 나른하다, 몸이 붓는다가 도출되었으며 이를 해결하기 위한 개선 활동은 1) 입원 전 예약 시에 음식조절(저옥소식)에 대한 설명을 자세히 하였다. 2) 타부서와의 협의-협조사항(치료병실의 청결유지와 쾌적한 병실을 만들기 위해 16층 병동과 협의, 저옥소식 영양상담을 치료 과정중에 넣기 위해 영양과와 협의, 온열매트리스 설치와 보온이불 구입을 위해 시설팀과 협의 등)을 해결하려 노력했다. 3) 전반적인 개선활동(방사성옥소를 차질없이 구입, 치료병실의 치료 전 후 방사능오염 방지, 환자의 심리적 불안감 해소 등)을 하였다. 환자의 만족도 설문에 대한 개선 활동 전 후 비교 결과에서 '치료과정 전체에 대해 힘들었다'는 개선 전 후에 각각 80.6%, 81.8%로 큰 차이가 없었다. 또한 문제점으로 도출된 '저옥소식이 힘들었다'는 개선 전 후에 각각 24.1%, 27.8%로 역시 큰 차이가 없었다. 그러나 '병실생활이 힘들었다'는 개선 전 후에 각각 48.3%, 72.2%로 큰 차이를 보였다. 그리고 '호르몬 투여중지로 인해 힘들었다'는 개선 전 후에 각각 27.6%, 0%로 큰 차이를 보였다. 고찰 및 결론: 환자들의 불편함을 줄여주기 위하여 연구자들의 개선활동이 있었고 그 중에서 입원병실의 생활환경이 특히 향상되었다. 그러나 결과에서 '병실생활이 힘들었다'에 대한 답의 비율은 오히려 더 높아졌다. 이는 '호르몬 투여 중지로 힘들었다'로 답하는 환자의 비율이 상대적으로 줄었기 때문에 높아진 것으로 생각되었다. 방사성옥소 치료로 인해 생길 수밖에 없는 신체적 반응 때문에 대부분의 환자들은 항상 힘들었다고 할 것이다. 만족도 개선 활동으로 환자의 힘든 치료과정을 완전히 해소시켜 줄 수는 없었으나 환자입장에서 생각할 수 있게 된 계기가 되었으며 좀 더 향상된 치료환경을 제공하는 기회가 되었다.

• Journal of Hospice and Palliative Care
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• v.2 no.2
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• pp.91-100
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• 1999

Purpose : This study was performed to investigate the satisfaction in the hospice services provided for inpatient families and bereaved families whose members had been admitted to the hospice unit at Kangnam St. Mary's Hospital to improve the quality of care for the terminally ill patients and their families. Methods : This sample consisted of 33 families of hospice patients during the period of April to lune, 1998 and 30 bereaved families whose patients had died from March, 1993 to March, 1998. The data were collected through a self-report questionnaire and analyzed using t-test and ANOVA. Results : 1) The satisfaction level of inpatient families and bereaved families showed the mean value of 3.5 where the highest value is 5.0. 2) According to age, the level of satisfaction of inpatient families had significant differences in the fields of hospice philosophy, support for the family, medical management and nursing management(P=0.0001). The level of satisfaction of bereaved families showed significant differences in the field of support for the family, medical management, nursing management, and facilities of the hospice unit(P=0.0001). 3) By family relationship, the level of satisfaction of inpatient families had significant differences in the fields of hospice philosophy, support for the family, medical management and nursing management (P=0.0001). 4) According to religion, the level of satisfaction of inpatient families had significant differences in the fields of hospice philosophy, support for the family and nursing management (P=0.0001), but there was no significant difference for the bereaved families. Conclusions : The findings of this study showed that hospice services had positive influence on families with terminal disease such as cancer. To improve the level of satisfaction in the hospice services for families with hospice patients, we need to provide care by an interdisciplinary hospice team approach, and to assess needs of the families according to their socio-psychological characteristics. Further studies need to be conducted with large samples.