• 한국의료질향상학회지
• /
• 제4권1호
• /
• pp.104-114
• /
• 1997

Background : Hospitals(Health care providers) are under tremendous pressure to meet consumer demands in order to compete in the rapidly changing health care arena. Through evaluating patient satisfaction, hospitals(health care providers) can learn what the consumer Wants from the health care system. Timely feedback is necessary. The purpose of this study is to evaluate patients' hospital experience and satisfaction using telephone interview and to study the usefulness for telephone interview at assessing patient satisfaction. Method : The 846 patients who were discharged from September 17, 1996 to October 11, 1996 were targeted were telephoned. The informations gathered telephone survey were processed by computer and analyzed for the patient satisfaction, contributing factors. Result : The 846 patients who were discharged from September 17, 1996 to October 11, 1996 were called and 197 patients(23.3%) were successful interviewed. 51.3 percent of respondents were male and mean age is 39 years mean LOS(length of stay) is 13 days and 110(56.1%) patients were admitted by outpatients clinic. The mean calling-time is 5.5 minutes. There is no significant difference between interviewers(telemarketer) in patients satisfaction. Seven telephone interviews are possible by interview a day. There in no significant difference between groups in patients satisfaction in length of stay, path of admission, the interval between discharge and interview. 97.5 percent of respondents were satisfied with telephone interview and 81.7% were satisfied with overall satisfaction and 79.4 % of respondents were good response in interviewers' conclusion. Of six variables that were found to be correlated with telephone interview and eight variables correlated with overall hospital satisfaction, a multiple logistic regression analysis revealed that two most important variables which are significantly correlated with telephone interview are to meet doctors, not ask tediously then three variables which are with overall satisfaction are doctors explain, subject response, convenient facilities. Conclusion : The patients interviewed are satisfied with telephone interview. Telephone interview is good method for assessing patient satisfaction, making high levels of patient satisfaction and for hospital marketing.

• 가정∙방문간호학회지
• /
• 제10권1호
• /
• pp.25-33
• /
• 2003

In this paper, we checked health problems of outpatients who suffered from cancer, apoplexy, and arthritis. After accessing each patients condition, in order to alleviate their sufferings, we introduced several methods of aroma therapy as a holistic approach to these health problems. Aromatherapy, which can be defined as a nature-friendly complementary / alternative method, has its great merit in its easy way of treatment by the family member of patient or patient himself. Recently, it was scientifically proved that aroma therapy has various curative effects. The easiness of applying aroma therapy is full of suggestions concerned with the future of nursing science. Recently, in the domain of home care nursing, there happened a fundamental change in its structure: a change from the supplier/professional-centered to the consumer/patient-centered one. With this change, home care nursing as a cherished desire of nursing science obtained its legal ground in the established medical programs and, in the same context, patients came to have the chance to receive demanded medical services in their home without going through complicated hospital admission procedures. Considering the future status of home care nursing as a major contributor in the consumer-centered structure of medical health service, aroma therapy as a complementary/alternative method is expected to contribute not only to establishing more effective structure of health service supply but also to resolving chronic health problem of outpatients.

• 보건의료산업학회지
• /
• 제8권1호
• /
• pp.15-25
• /
• 2014

This study is to confirm that SNS information characteristics have an effect on choosing hospital care and satisfaction on hospital. This study is conducted with a total of 301 respondents (150 of document investigation and 151 of mobile SNS research) from 16th January 2014 to 29th January. 168 respondents who have experience to collect SNS health information within 6 months recently was selected subject of analysis. In the results, we could confirm the followings. The reliability among SNS information characteristics has effect on convenience that is source of choosing hospital care. The reliability and agreement have effect on the professionalism among source of choosing hospital care. In the influence on having hospital satisfaction, the more reliable and agreeable, the more increasing of hospital satisfaction. In the influence between hospital choice element and hospital satisfaction, the more convenient and service available, the more increasing of hospital satisfaction. In conclusion, it is expecting to contribute SNS managers or marketer of medical institutions to taking out commitment on medical consumer's SNS.

• Human Ecology Research
• /
• 제57권1호
• /
• pp.143-157
• /
• 2019

This study analyzed per capita expenditure (food expenses, housing expenses, health care costs, and cultural & entertainment expenses) by the consumption quintile for middle and older elderly households in addition to personal characteristics, household characteristics and economic factors affecting it. A sample collected from the 6th KLoSHA in 2016, was 2,983 households. First, among each per capita expenditure, the largest expenditure was food expenses, followed by housing expenses, health care costs and cultural & entertainment expenses. Compared with the first quintile of personal consumption expenditure, the largest increase in the fifth quintile was food expenses, followed by cultural & entertainment expenses, housing expenses, and health care costs. Second, compared to the fifth quintile of per capita food expenses, all other quintile had negative effects, and only the first quintile showed a negative effect compared to the fifth quintile of per capita housing expenses. The first, the second, and third quintile had a negative effect compared to the fifth quintile of per capita health care costs. Compared with the fifth quintile of per capita cultural & entertainment expenses, only the third quintile showed a negative effect. Third, in all quintile of per capita food expenses, the most influential variable from the first quintile to the third quintile was marital status, while in the fourth and fifth quintile included household income. In all quintile of per capita health care costs, health status was the most influential variable from the first quintile to the fourth quintile, and residence was in the fifth quintile.

• 한국병원경영학회지
• /
• 제25권1호
• /
• pp.1-12
• /
• 2020

Purposes: The aim of this study is to evaluate whether the contents of hospital reservation and reception applications(apps) are qualitatively useful in meeting the needs of medical consumers and improving hospital accessibility and convenience. Methodology: (1) identify consumer needs through social data web mining, (2) describe the status of key contents of mobile apps to improve accessibility and convenience of care, and (3) verify the quality of apps through validated tools Finding: The contents of 'mobile reservation function' and 'waiting time information provision' that can contribute to reduction of delay time of care and efficiency of desk work were supported, but the level of utilization was insufficient. The quality level of the app, including the level of consumers' needs, has shown a wide gap between the apps. Implications: The recent development of mobile apps for hospital accessibility and consumer needs has shown a wide gap in the quality of apps, including information and aesthetic. Therefore, it is necessary to develop apps based on user interface(UI), user experience(UX) based designs that can promote the usefulness and convenience of apps while monitoring needs of consumers continuously.

• Journal of Hospice and Palliative Care
• /
• 제26권2호
• /
• pp.42-50
• /
• 2023

Purpose: The purpose of this study was to identify barriers to effective conversations about advance care planning (ACP) and palliative care reported by health care and community-based service providers in Massachusetts, USA. Methods: This qualitative research analyzed open-ended responses to two survey questions, inquiring about perceived barriers to having conversations about ACP and palliative care with patients and consumers. Data were collected between November 2017 and June 2019 from nine organizations in Massachusetts, including health care provider organizations, health insurers, community-based organizations, and a nursing education institution. Two researchers reviewed and coded the responses and identified common themes inductively. Results: Across 142 responses, primary barriers to ACP included hesitation and lack of understanding and knowledge, discomfort and resistance among service providers, lack of staff knowledge, difficulties with followup, and differences in ACP policies across regions. Common barriers to palliative care were misconceptions about palliative care and lack of knowledge, service providers' lack of preparedness, and limited policy support and availability. Challenges relevant to both ACP and palliative care were fear and discomfort around serious illness discussions, lack of knowledge and awareness, discussions that occur too late, and cultural and language barriers. Conclusion: Health care practitioners and community-based professionals reported consumer-, service provider-, and system-level barriers to facilitating conversations about ACP and palliative care with patients experiencing serious illness. There is a need for more tools and support to strengthen service providers' ACP and palliative care competencies and to promote a structured approach to health care planning conversations.

• 보건행정학회지
• /
• 제20권3호
• /
• pp.138-156
• /
• 2010

Objective : The purpose of this study is 1) to understand the information-searching behavior of health care consumers ; 2) to examine the relationship between the information-searching behavior of health-care consumers and regulatory variables such as socioeconomic factors, characteristics of medical utilization, and perceived risks ; and 3) to determine the factors that affect consumer satisfaction, especially with respect to information-searching behavior. Method : The data for this study were collected from 838 respondents in five university hospital located in three areas?Seoul, Gyeonggi province, and Chungchong province. As the first step of the study, we conducted a preliminary survey from September 23?26, 2008. At the second step, we conducted a survey on the effect of information-searching behavior on those individuals who had visited. Furthermore, personal interviews were conducted through a face-to-face survey between September 30 and October 17, 2008. Results : The major research findings that were obtained from the study were as follows : First, the age, educational level, and residential district were associated with information source utilization. Second, the level of information searching effort and quality of service had a significant effect on consumer satisfaction. Conclusion : These results show that it is essential for marketers to have in-depth knowledge about the young and educated people who actively search for information and about those who are in the prime of their life and rely on word-of-mouth communication from personal and experi in-al informers. Therefore, marketers should develop different marketing strategies to meet the needs of such consumers.

• 대한장애인치과학회지
• /
• 제14권2호
• /
• pp.59-64
• /
• 2018

This study proposed a registered dentist model for the disabled based on consumer in-depth interview and supplier survey. This study proposed that dental clinics in the community take role as registered dentists for the disabled. Qualification screening and facility prerequisites are required to be selected as the registered dentists for the disabled and patients of the registered dentists were restricted to the disabled who can cooperate to dental treatment services with or without the aid of physical bondage. In order to encourage the participation in the program, subsidies for the registered dentists were necessary. Also, this study proposed financial supports for the medical expenses for patients at the same level as the current dental care center for the disabled. The registered dentist program for the disabled meets the needs of disabled consumers, such as accessibility of medical institutions, expertise of medical staff, and ongoing treatments with familiar medical staff. The registered dentist program for the disabled is expected to provide prevention and ongoing management for oral health promotion of disabled people and it also contribute to lower economic burden of oral health care of the disabled.

• International Journal of Advanced Culture Technology
• /
• 제6권4호
• /
• pp.226-232
• /
• 2018

The rapid pace of growth in internet usage and rich mobile applications and with the advantage of incredible usage of internet enabled mobile devices the Green Mobile Crowd Computing will be the suitable area to research combining with cloud services architecture. Our proposed Framework will deploy the eHealth among various health care sectors and pave a way to create a Green Mobile Application to provide a better and secured way to access the Products/ Information/ Knowledge, eHealth services, experts / doctors globally. This green mobile crowd computing and cloud architecture for healthcare information systems are expected to lower costs, improve efficiency and reduce error by also providing better consumer care and service with great transparency to the patient universally in the field of medical health information technology. Here we introduced novel architecture to use of cloud services with crowd sourcing.

• 한국병원경영학회지
• /
• 제15권4호
• /
• pp.143-164
• /
• 2010

Although word-of-mouth (WOM) has been regarded as one of the very important topics in consumer research, its effects on other aspects of consumer behavior have been scarcely investigated in the context of health-care service industry. The WOM literature also suggests that it is essential for medical care service organizations in fierce competition to adopt WOM communication as a competitive weapon so as to be able to stay ahead of competition. The goal of this research was set to empirically study various relationships between antecedent variables, WOM acceptance, and purchase of medical care services. Specifically, drawing on the WOM literature, eight antecedents to WOM acceptance were selected first. Based on the relevant literature, seven sets of hypotheses on the relationships among antecedents to WOM, WOM acceptance, purchase intention and purchase of medical services were developed. Data were collected via an on-line survey. A total of 571 out of 600 responses turned out to be usable. The major findings of this study can be summarized as follows: First, 6 out of 8 antecedent variables to WOM acceptance were found to be positively affect WOM acceptance. However, the effects of (1) "newness of technology" pertaining to medical care service characteristics and (2) "involvement in health", one of receiver characteristics, were found to be insignificant. Second, most moderating effects on the relationship between purchase and purchase intention of medical care services were found to be insignificant with one exception. That is, elapse of time was found to be a marginally significant moderator on the relationship between purchase and purchase intention of medical care services. Third, it was found that the higher the WOM acceptance, the higher the purchase intention of medical care services. Finally, the effect of WOM acceptance was found to be particularly strong when WOM contents were perceived as useful and positive. Overall, it seems essential for hospitals to actively adopt WOM communication as a competitive marketing tool if they plan to improve their business performance. In this respect, the current study may serve to improve the business performance of hospitals by way of providing theoretical and empirical evidence on the effects of WOM communication variables on WOM acceptance and medical care service purchase.