• Quality Improvement in Health Care
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• v.7 no.1
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• pp.118-131
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• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• The Journal of Korean Obstetrics and Gynecology
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• v.30 no.1
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• pp.29-41
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• 2017

Objectives: We analyzed chief complaints of patients visiting Korean Gynecology clinic to figure out their characteristics and expand medical fields of Korean Gynecology. Methods: We analyzed chief complaints of 1,690 female patients who visited Korean Gynecology clinic of ${\bigcirc}{\bigcirc}$ University Hospital from 2013 to 2015. Results: 1. Average age of outpatients were $38.68{\pm}12.4$ and the age group distribution showed 30s were most (41.4%), followed by 40s, 20s, and 50s. 2. The season distribution showed patients were most in winter (28.0%), and least in summer (22.7%). 3. The disease distribution showed patients of puerperal disease were most (18.9%). 4. Patients of menstruation-associated disease were most in 20s and less, puerperal disease in 30s, supplemental and postoperative care in 40s, reproductive and endocrine disease in 50s, abnormal sense disease in 60s, and supplemental and postoperative in 70s and more. 5. The age group distribution of chief complaints showed cold hypersensitivity in hands and feet in 20s, and the season distribution showed puerperal winds in summer and cold hypersensitivity in hands and feet in winter. 6. The distribution of all chief complaints showed puerperal care were most (10.1%), and the percentage of all-kind care were high (29.9%). Conclusions: The clinical fields of Korean Gynecology can be expanded in general health care of women as well as treatment of diseases.

• Journal of Technologic Dentistry
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• v.13 no.1
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• pp.37-51
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• 1991

In order to evaluate health status of dental technicians as an individual and a group, this study was conducted with Todai Health Index Questionaire on randomly sampled 277 persons(236 males and 41 females) from Aug. 20 to Oct. 6, in 1990 obtained Following conclusions were drawn. 1. Age composition of the subjects was 136 males(57.6%) in the age of 20$\sim$29 and 28 females(68.3%) in the age of 20$\sim$24. As for working places, 215 males(91.1%) and 38 females (92.7%) were working for dental laboratories and rest of them were at clinics and hospitals. In working years, male technicians who have been working for 5$\sim$10 years amounted to 80 (33.8%) and 12 females(29.3%) were working for 1$\sim$3years. 2. Responses to psychosomatic subjective symptom complaints rated as the highest in multiple subjective symptom(males : 40.00%, females : 41.98%) and those in physical items and mental irritability(male : 24%, female : 25%) and in mental items came next in order. The rate of complaint in depression was higher in female group than in male group (p<0.05). 3. Resonses to psychosomatic subjective symptom complaints in male group were high in the age of 20$\sim$29 and in the age of 20$\sim$24 in female group. The rates of complaint were higher in multiple subjective symptom, respiratory, eye and skin(p<0.05) and digestives(p<0.01) complaints. 4. Responses to psychosomatic subjective symptom complaints were higher among persons working at dental laboratories than at other working places : dental clinics and hospitals in all the items except for respiratory, depression and aggressiveness. Rates of complaints in eye and skin showed significant difference between working places(p<0.05). 5. Those who are engaged in polishing part tended to complain more about psychosomatic subjective symptoms. 6. The higher the level of education is the more they complained the psychosomatic subjective symptoms both in male and female group. In the difference of complaint respones, male group showed high rates of complaint in depression and female group in aggressiveness(p<0.05). 7. Responses to psychosomatic complaints by the length of working service were moderate in males who were working less than 10 years, and they decreased after 10 years of service. Females showed the highest response rate in the group of 3$\sim$5 years service and the lowest response in the group of 5 years service. Male complained more in aggressiveness and female in respiratory and aggressiveness(p<0.05). 8. Responses to psychosomatic subjective symptom complaint varied according to working hours of a day both in male and female group, showing high complaint rates in multiple subjective symptom, respiratory, eye and skin, mouth and anus, digestive, mental irritability and irregular life in male group(p<0.05).

• Journal of the Korean Society of Safety
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• v.33 no.2
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• pp.52-60
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• 2018

This study compares the differences of the fit factor by the order of wearing preference between Particulate filtering facepiece respirators(PFFR) and glasses when participants wore simultaneously and a survey of physical and visual complaint. Recognition level about fit of respirators was investigated and the educational (before- and after-) effect of the fit factor. When participants wore PFFR and glasses, physical complaints were nose pressure, slipping, nose and ear pressure, ear pressure and rim loosen, the most highly physical complaints were nose pressure. Visual complaints were demister, blurry vision, dizziness, visual field, and lens dirty, the most highly visual complaints were demister. But, there was significant difference in physical complaint such as nose pressure(10.3%), slipping (23.0%), nose and ear pressure(14.3%), and rim loosen(16.2%), visual complaint such as visual field(13.8%) and lens dirty(32.4%). For the recognition of fit of respirators, respirators fitness, leak site, an initial point and an object, faulty factor, recognition level was higher. Fit factor was increased after education of proper wearing of respirator. Change of the fit factor was smaller compared to the normal breathing and after 6 actions in case of after education. Questionnaire consisted of general characteristics and physical/visual complaint, recognition of fit. Complaints were measured after the QNFT with multiple choices. Quantitative fit factor was measured by device and compared the result of (before- and after-) educational effect. Also, we selected to 6 actions (Normal breathing, Deep breathing, Bending over, Turning head side to side, Moving head up and down, Normal breathing) among 8 actions OSHA QNFT (Quantitative Fit testing) protocol to measure the fit factors. The fit factor was higher after the training (p=0.000). Descriptive statistics, paired t-test, and Wilcoxon analysis were performed to describe the result of questionnaire and fit test. (P=0.05) Therefore, it is necessary to investigate the quantitative research such as training program and glasses fitting factor about the wearing of PFFR and glasses simultaneously.

• Journal of Preventive Medicine and Public Health
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• v.5 no.1
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• pp.25-35
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• 1972

From May 1st to November 30th, 1971, a study was conducted by authors on the health status of industrial workers through applying the modified Cornell Medical Index forwards a total of 4,565 labourers working in Busan City. The obtained results were as follows : 1. The largest number of industries and labourers was in Busanjin Gu, 9 and 2,386 (52.2%), respectively. 2. Total numbers of labourers subjected to the survey were 2,355 (51.6%) in male, 2,210(48.4%) in female. 3. By age and sex distribution, the largest was seen with the age group of 25-34, 1,260 in male, otherwise with under the age group of 24, 1,994 in female labourers. 4. The highest average number of complaints by section among all age groups and industries was as follows; In case of male labourers, textile was the highest with numbering 3.7 (35-39 age group) in the section of physical complaints, in the section of mental and total complaints, food industry was the highest with numbering 8.2 and 16.4, respectively, both under 19 age group, otherwise in case of female labourers, food industry was the highest with numbering 12.3 (physical), 10.3 (mental) and 22.7 (total complaints) with all in 20-24 age group. 5. The lowest average number of complaints by section among all age groups and industries was as follows; In case of male labourers, other industry was the lowest with numbering 0.4 (55 and over) in the physical, 0.3 (19 and under) in the mental and 0.7 (55 and over) in the section of total complaints, otherwise in case of female labourers, basic metal was the lowest in the all sections with all in 50-54 age groups.

• Environmental Analysis Health and Toxicology
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• v.20 no.2 s.49
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• pp.153-159
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• 2005

In order to evaluate the physical and mental health status of airline flight attendants, 136 airline flight attendants were given a general health questionnaire (Todai Health Index), and the prevalence of their subjective complaints was measured. Collected data were classified according to age distribution, length of employment, service area, smoking status, job satisfaction, gender, and marital status. The results obtained were summarized as follows: 1 The scores of health complaints of physical items were higher in the oldest group $(age 50\~60)$ than in younger groups. The THI eye and skin symptom scores were significantly higher for the oldest groups than for the younger groups. 2. The health complaints scores of physical items were higher in the long-length employment group (more than 5 years), whereas most scores of mental items were higher in the short- length employment group (less than 2 years). The THI mouth and anus scores for the long-length employment group were significantly higher than for groups of workers who had been employed for a shorter time. 3. THI scores were higher for domestic airline crews, dissatisfied workers and females. 4. The irregular life THI score was significantly higher among domestic crews than international crews. 5. The impulsiveness and depression scores were significantly higher in the dissatisfaction group. 6. The female group showed higher scores in the multiple subjective symptoms, mental irritability, depression, and irregular life categories. 7, The THI scores of the mouth, anus and nervousness were significantly higher for the married group than for the unmarried group. In summary, this study shows that the health complaints scores of physical and mental symptoms tended to be higher among the aged group, domestic airline crews, the dissatisfaction group, and females. These results can be used for improving the psychosomatic health status and working environments of flight attendants.

• Journal of Environmental Health Sciences
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• v.8 no.1
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• pp.67-80
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• 1982

In order to evaluate the psychosomatic health status of metal manufacturing industries workers and their working environments, the present study was conducted from March 1, 1981 to the end of September 1981. The data was obtained from the samples of metal manufacturing industries in Kyung-In Area and their 1, 162 employees. In addition, the 803 urban residents including students, office clerks, and general publics were sampled as control groups to compare with factory employees in psychosomatic analysis. The basic tool employed in the present study was the Todai Health Index (THI) which modified CMI and was developed by Tokyo University Research Team of Japan. The results of the present study were summarized as follows: 1. Working environments of the factories 1) The data shows that fabrication shop produced the highest noise level ranging from 91 to 96 dB (A) and iron and steel shop had the lowest noise level ranging from 81 to 86 dB (A). 2) Dust concentration was the highest in iron foundry shop ($3.8 mg/m^3$) and the lowest in fabrication shop ($1.2 mg/m^3$). 3) WBGT above threshold limit values (T.L.V.) was noted in steel shop (38$\circ$C) and iron foundry shop (34$\circ$C) 4) The concentration of Sulfur dioxide ($SO_2$)was 30.5ppm at steel shop and 12.0ppm at iron foundry shop. 5) The concentration of carbon monoxide (CO) was 140.0ppm at steel shop and 110.5ppm at iron foundry shop. 6) The atmospheric lead concentration was $0.49 mg/m^3$ at soldering shop. 2. The responses of psychosomatic complaints were much higher in steel shops group than in other manu-facturing group, except the response of aggressiveness. 3. The responses of psychosomatic complaints were much higher in industrial workers than in urban residents, except the responses of depression and aggressiveness (p < 0.01 ). 4. The psychosomatic symptoms which industrial workers and urban residents complained frequently were nervousness. agressiveness and lie scale in order. 5. The responses of psychosomatic complaints by sex were much higher in female group than in male group, except the response of aggressiveness. 6. The responses of psychosomatic complaints by age were that both the female and male group showed an increasing tendency in the all items, except the response of depression as age was increasing. 7. The responses of psychosomatic complaints by the length of services were that both the female and male group showed a tendency of increasing in physical symptoms as work years increased. 8. The responses of psychosomatic complaints were higher in unmarried group in the score of nervousness, aggressiveness, mental irritability and irregular life.

• Journal of the Korean Regional Science Association
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• v.38 no.3
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• pp.3-17
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• 2022

The automobile-centered lifestyle has provided many advantages to urban residents, but it is also causing various problems. Among them, illegal parking is one of the representative urban problems that negatively affect them. The purpose of this study is to derive the urban environmental factors affecting illegal parking and provide policy implications by using data related to illegal parking among civil complaints about smart inconvenience reports in Seoul in 2019. It was judged that the influencing factors would differ depending on the time of the complaint, and the analysis was conducted by dividing the time of the complaint into a whole day, daytime, and nighttime. As a result of the analysis of this study, it was found that land-use variables and the number of POI facilities were closely related to illegal parking complaints. Also, the subway station area and road width were found to be closely related to illegal parking complaints. On the other hand, parking facilities did not show significant results with illegal parking complaints. This study showed that the use of civic complaint data could be used as important data to identify urban problems that city residents actually experience and to come up with policy implications.

• Journal of Korea Society of Industrial Information Systems
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• v.29 no.1
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• pp.135-144
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• 2024

In this study, we propose an automatic classification model for quantitative multidimensional analysis based on facet theory to understand public opinions and demands on major issues through big data analysis. Civil complaints, as a form of public feedback, are generated by various individuals on multiple topics repeatedly and continuously in real-time, which can be challenging for officials to read and analyze efficiently. Specifically, our research introduces a new classification framework that utilizes facet theory and political analysis models to analyze the characteristics of citizen complaints and apply them to the policy-making process. Furthermore, to reduce administrative tasks related to complaint analysis and processing and to facilitate citizen policy participation, we employ deep learning to automatically extract and classify attributes based on the facet analysis framework. The results of this study are expected to provide important insights into understanding and analyzing the characteristics of big data related to citizen complaints, which can pave the way for future research in various fields beyond the public sector, such as education, industry, and healthcare, for quantifying unstructured data and utilizing multidimensional analysis. In practical terms, improving the processing system for large-scale electronic complaints and automation through deep learning can enhance the efficiency and responsiveness of complaint handling, and this approach can also be applied to text data processing in other fields.

• Journal of Korean Society of Water and Wastewater
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• v.37 no.5
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• pp.261-269
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• 2023

In light of recent social concerns related to issues such as water supply pipe deterioration leading to problems like leaks and degraded water quality, the significance of maintenance efforts to enhance water source quality and ensure a stable water supply has grown substantially. In this study, scan statistic was applied to analyze water quality complaints and water leakage accidents from 2015 to 2021 to present a reasonable method to identify areas requiring improvement in water management. SaTScan, a spatio-temporal statistical analysis program, and ArcGIS were used for spatial information analysis, and clusters with high relative risk (RR) were determined using the maximum log-likelihood ratio, relative risk, and Monte Carlo hypothesis test for I city, the target area. Specifically, in the case of water quality complaints, the analysis results were compared by distinguishing cases occurring before and after the onset of "red water." The period between 2015 and 2019 revealed that preceding the occurrence of red water, the leak cluster at location L2 posed a significantly higher risk (RR: 2.45) than other regions. As for water quality complaints, cluster C2 exhibited a notably elevated RR (RR: 2.21) and appeared concentrated in areas D and S, respectively. On the other hand, post-red water incidents of water quality complaints were predominantly concentrated in area S. The analysis found that the locations of complaint clusters were similar to those of red water incidents. Of these, cluster C7 exhibited a substantial RR of 4.58, signifying more than a twofold increase compared to pre-incident levels. A kernel density map analysis was performed using GIS to identify priority areas for waterworks management based on the central location of clusters and complaint cluster RR data.