• Journal of dental hygiene science
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• v.7 no.3
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• pp.147-152
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• 2007

The purpose of this study was to examine how dental-care institutions responded to discontented customers and how much they provided grievance service and tried not to displease customers. After a survey was conducted on dental-care institutions from January 20 through February 20, 2007, the answer sheets from 206 respondents were analyzed with SPSS WIN 12.0 program, except four incomplete ones. The findings of the study were as follows: 1. 32.5 percent of the respondents were aware of grievance service, and 64.6 percent actually provided no grievance service. 94.7 percent had ever met customers who made a complaint. 2. The most common grievance of medical consumers was that it took long time to receive treatment and to wait for it. The second most dominant complaint was that the treatment they received was beyond the coverage of health-care insurance(30.6%). An insufficient medical explanation was the third most common grievance(6.3%), followed by excessive medical bills(5.8%). The most dominant number of monthly grievance case was one to ten(91.3%). As for how customers voiced their complaints, the largest number of customers talked employees about that in person(88.2%), and dental hygienists were mainly identified as a person who handled their grievance(56.8%). Concerning how the dental-care institutions responded to complaining customers, the largest number of the institutions took an immediate action(34.5%), and the second largest group took a measure after investigating the disposition of discontented patients(30.0%). The third greatest group just made an excuse(11.1%), and the fourth greatest group directed active efforts into taking care of complaining customers by offering grievance service (7.0%). 3. The dental-care institutions got a mean of 3.02 in grievance handling. The institutions that dental hygienists were in charge of grievance handling statistically significantly better responded to discontented customers than the others that receptionists were in charge of that(p < .01). The institutions that had no monthly grievance cases took care of discontented customers statistically significantly better than the institutions that faced one to ten grievance cases or 11 or more cases (p < .05). 4. The dental-care institutions got a mean of 2.59 in providing service of preventing customers from being dissatisfied. The institutions located in Seoul, Incheon and Gyeonggi province provided statistically significantly better service of that kind than the others located in the other regions(p < .01). And the dental-care institutions that dental hygienists were in charge of grievance handling offered statistically significantly better service of that kind than the dental-care institutions that receptionists were in charge of it(p < .05).

• Journal of agricultural medicine and community health
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• v.26 no.2
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• pp.79-96
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• 2001

In order to ascertain the utilization patterns and Perception and attitudes of Primary Health Post(PHP) by rural residents in farm areas, a survey was conducted of 753 households(1,803 persons) in 24 PHPs in Sangju-si, Gyeongsangbuk- do, from December 10, 2000 to January 15, 2001. The morbidly rate of acute illnesses for last two weeks for all households was 29.6%, and the rate of use of medical facilities to treat acute illness was 98.3%. The morbidly rate was highest between the ages of 60 and 69, with a rate of 35.4%. The higher their ages and the lower their educational levels were, the higher the morbidly rate was. The morbidly rate of chronic illnesses for one year for all households was 19.2%, and the rate of use of medical facilities to treat chronic illness was 92.8%. The elderly over 70 years old had the highest morbidly rate of 37.2%. The higher their ages and the lower their educational levels were, the higher the chronic illnesses rate was. For the rate of use of medical facilities to treat acute diseases, the use of PHPs was 89.5%, accounting for the majority of the time. However, for chronic diseases, hospitals and clinics were used more often, with a rate of 48.9%, compared to the use of PHPs, 40.2%. Their previous experiences on the use of PHPs one year before the survey showed that 94.8% used PHPs, 72.2% just visited them, not for the purpose of getting any medical assistance, and 73.3% received health education from PHPs. 98.5% remembered the locations of PHPs, 98.6% thought that PHPs were helpful for their health management, and 84.3% said that PHPs were playing great roles in development of their communities. 97.4% said that they found PHPs necessary. They understood the main job of PHPs as in the order of disease treatment, vaccination and health counseling. The work that they mostly wanted PHPs to do was health counseling and health management, which 31.6% answered. 88.9% said the examination fee was not expensive, 98.4% said CHPs were kind, and 97.0% said they were satisfied with the services at PHPs. Complaints about PHPs included a lack of a variety of medications, said by 42.9%, and poor facilities, by 15.8%. According to the above results, it is concluded that local residents on survey were frequently using PHPs due to their geographical and economical conditions. Also, the residents appeared to be satisfied with the services at PHPs, and they had a high demand for public health service as well as disease treatment. Considering the complaints about medications and medical facilities and equipment, active supports are required to manage PHPs in a way it can provide desirable services to the residents in remote villages through the readjustment of PHPs' functions, reinforcement of facilities and equipment and enhancement of CHPs ' training.

• Journal of the Korea Society of Computer and Information
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• v.16 no.12
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• pp.265-271
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• 2011

High-quality customized services demand was growing due to the increase of aging, extremely nuclear family, disaster vulnerable of society. Ambulance service is required of fast and professional rescue and emergency service because of preventable death rate such as acute diseases, cerebral and cardiovascular diseases, suicides, etc. was higher than in developed countries. First aid will be available using patients information when emergency occurs, before arriving at the hospital. And emergency department is equipped with that patient care can be prepared in advance, increase the efficiency of emergency care. We received a variety of complex emergency call using high social awareness of 119 number and propose an efficient emergency medical service advancement strategy building an integrated response system with relevant organization.

• Journal of the Institute of Electronics Engineers of Korea TC
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• v.47 no.4
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• pp.51-62
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• 2010

This paper proposes RSA cryptosystem based anonymous electronic prescription which is issued from university and local hospitals by authorized medical professionals. Electronic prescription is now being used in domestic hospitals where sharing medical records and images are prevailing, facilitated by digitalizing medical information and building network infrastructure between the institutes. Proposed RSA based anonymous electronic prescription makes use of PKI protects the identity exposure of doctors and privacy of patients. While traditional prescription fails to protect identities to mandates party or to health insurance, the proposed RSA based prescription opens the contents of the prescription to health insurance authority only after its prescribing function is finished. The proposed approach along with soon to be deployed electronic ID card will help national health insurance corporation to increase the transparency of national prescription system.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.1
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• pp.236-246
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• 2012

Hospital out-shopping by local patients has become more popular. In particular, many cancer patients have visited hospitals in the capital area to get better medical services regardless of how far the hospitals are from their home. However this kind of hospital out-shopping may discontinue medical treatment and cause a waste of medical resources including manpower. In addition, it creates additional economic and social expenses such as caretakers' transportation and lodging expenses. It is necessary to study patients who would take the medical treatment in Busan go to Seoul for better medical services are more satisfied based on objective data. For this, a questionnaire survey has been performed against 223 cancer patients who had a surgery in Busan and 187 patents who had an operation in Seoul. According to the survey, the patients who had an operation in the capital area(Group A) were more satisfied than the patients who had a surgery in Busan(Group B) in terms of convenience facilities, doctors' competence. However the Group A was very dissatisfied in terms of accessibility and satisfaction on overall medical services.

• The Journal of the Korea Contents Association
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• v.17 no.9
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• pp.39-49
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• 2017

This was a qualitative study on medical aid patients to understand the cause and process of statistical difference of health service utilization between medical aid and health insurance patients. The main results were the following; 1) There was few overuse of health service in medical aid patients. The reason of heavy utilization was mainly due to the complicated disease. Some of them were considered to overuse physical therapy and oriental acupuncture. 2) In case of medical aid patients, medical cost was paid by their welfare benefit of government or by the support of family or neighbors. They usually could not adequately use the services of uninsured benefit or large hospitals due to the cost. Some patients just endured the pain. There was still discrimination for medical aid patients in some medical institutions. 3) The health officials and institutions did not provide sufficient information to medical aid patients about the policy of medical cost support. 4) Health policies, such as selective clinic system, medial aid case management, approval of extended care, were considered to contribute in preventing unnecessary use of health service. However, this might limit adequate use of medical aid service. In conclusion, there is little evidence of overuse of health service for medical aid patients, which is different from the previous studies. A new plan is necessary, because medical aid patients thought that the necessary health service was not accessible to them.

• Journal of Digital Convergence
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• v.12 no.8
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• pp.377-387
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• 2014

The purpose of this study is to suggest improvement ways of outpatient process via a simulation model and to improve operational efficiency. Three experimentation scenarios were implemented into the simulation model to determine which proposed scenario provides better improvement in terms of the following performance measures: LOS(Length of Stay), patient waiting time, patient travel time, and staff utilization. The hospital medical data collection and statistical tools used to analyze the process mining tools. And the PIOS simulation tool was used and the validity of the model was verified by using t-test. The simulation results demonstrated that oupatient process of center type is most efficient. Simulation approach is a powerful technique that supports efficient decision-making compared to traditional healthcare management approach based on past experience, feelings, and intuition. Therefore, the proposed experimentation model has wide applicability in healthcare systems.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.7
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• pp.4641-4650
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• 2015

This study aims to further strengthen the medical expertise to offer specialized medical care specialization strategies to gain a competitive edge through the customer segmentation of the Regional Public Hospital. Investigation period was selected to study the inpatients 26,658 people January to December 2013. The method of analysis are Cluster analysis and Decision Tree Analysis. In conclusion, female, age over 60, and diseases in musculoskeletal system and connective tissue were commonly selected as identifiers of the target market of Regional Public Hospital. Customers in this target market are loyal to specialized medical service and keeping continuous relationship with these customers through communication and monitoring of results of provided medical service would be important because the effect of word of mouth propagated to other group of customers having equivalent scale of consumption is expected. And the concentration of the scope of medical service of Regional Public Hospital and the collaboration and mutual reliance of medical service under the strategic alliance with other institutions and private hospitals are also needed.

• Proceedings of the Korea Information Processing Society Conference
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• 2012.11a
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• pp.410-413
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• 2012

최근 네트워크를 이용한 온라인 원격 진료 서비스가 논의 되고 있는 시점에서 원격 진료 서비스에서도 특정 환자에게 맞는 의료 서비스 매칭 서비스에 대한 필요성이 핫 이슈로 대두되고 있다. 따라서 본 논문은 Mobile SmartPhone 환경에서 환자 맞춤형 의료 서비스 지원 시스템을 설계하고 온라인상에서 환자에게 맞는 의료 기관을 매칭하여 특정 환자에게 맞는 최적의 의료 서비스를 제공하는 시스템을 설계 하고자 한다.

• Journal of Yeungnam Medical Science
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• v.16 no.2
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• pp.277-282
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• 1999

Background: For effective and systematic management of patients in the emergency department(ED), the data on patient arrival and status in ED of Yeungnam University Hospital were evaluated. Materials and Methods: During the seven days from Apr. 1 to Apr. 7, 1998, the general patient information such as onset time and place, factors associated with transportation, causes of admission, cared department and patient disposition were recorded. Results: Total of 464 patients visited the ED during the seven days, and the mean number of patients per day was 66.3. Male to female ratio was 1:0.71. Daily staying patients were 17.3, and 83.6 patients were cared totally each day. The methods of transportation and distribution of patients according to region and event were as follows: visit by walk(57.3%). transportation by car(58.0%), place of event in residence(85.3%), regional distribution in Taegu(81.5%), and direct visit(97.4%). Cause of admission due to diseases was 74.6%. The percentages of departments which cared the patients were internal medicine 26.6%, pediatrics 16.8%, orthopedics 8.6%, neurology 8.2%, neurosurgery 7.8% and other department including emergency medicine 8.2%, respectively. Patient dispositions were admission 38.4%, discharge 61.0% and death on arrival(DOA) 0.6%, but referred patient-to-another-hospital was zero. Conclusion: Improvements in several aspects of ED's caring system such as "fast tracking" system and reinforcement of disease and trauma caring system, would be helpful for effective management of emergency patients.