• 한국의료질향상학회지
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• 제3권1호
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• pp.104-124
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• 1996

Background : In these days, the health care organizations have concerned about customer-centered care in order to empower the competitiveness on the health care markets. The departments working for quality management of the hospitals have used health care quality indicators in terms of medical areas as well as service areas of the hospitals. However, there were insufficient efforts to develop the credible measurement to seek the customers' needs, their expectations and their satisfaction levels related to health care services because various kinds of challenges were in the process of scale development to measure customers' satisfaction in health care. The purpose of this study was to develop the satisfaction scale to health care services in a Korea health care organization and to test its tool with validity and reliability. Method : The concept of this tool was acceptability that one of the components of health care quality defined by Donabedian. Acceptability has the five dimensions of concept: Accessibility; Patient-Practitioner Relations; Amenities; Patient Preferences as to the effects of care; and Patient Preferences as to the costs of care. The Satisfaction Tool to Health Care Services was reviewed by expert panel with five researchers, including hospital managers and a professor related to quality management of the hospitals. As a result, the content validity index was .84 in the outpatient satisfaction tool. The inpatient satisfaction tool had .87 of the content validity index. The Satisfaction Tools to Health Care Services finally consisted of 44 items for outpatients/their families and of 60 items for inpatients/their families. Study subjects of the construct validity test were 479 outpatients/their families and 561 inpatients/their families who visited or admitted at a University hospital from July 1, 1996 through August 10, 1996. The data were examined by Factor Analysis with SPSS. Result : The items of Satisfaction tools for outpatients/their families were categorized by eleven factors with eigenvalue greater than 1.0 accounting for 64.2 percent of the variation in item scores. Also, the items of inpatient tool had eleven factors with eigenvalue greater than 1.0 accounting for 60.3 percent of the variation in item scores. The reliability of overall scale were .95 and .96 for the outpatients/their families satisfaction scores and inpatient/their families satisfaction scores. The internal consistency reliability with eleven factors was ranged from .30 to .94 for inpatients/their families. The Satisfaction Tool with eleven factors for inpatients/their families had internal consistency reliability ranged from .53 to .89. Conclusion : The Satisfaction Tools to Health Care Services focused on outpatients/their families and inpatients/their families developed in this study had a high reliability and the strong evidence of content validity and construct validity based on quality concept. Therefore, this tool would be utilized as a credible quality indicator of health care services to assess the quality problems and to monitor the quality improvement activities in Korean Health Care Organizations.

• 디지털융복합연구
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• 제11권2호
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• pp.331-339
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• 2013

이 연구는 A 중소병원의 입원환자와 외래환자를 대상으로 환자만족도에 영향을 미치는 의료서비스 품질요인이 입원 외래 환자 간 어떠한 차이를 보이는지 분석한다. 설문은 2011년 8월 20일부터 총 4주간 진행되었으며, 조사대상으로는 입원환자 96명, 외래환자 315명 총 411명이었다. 수집된 자료를 활용하여 다중회귀분석을 실시한 결과 입원환자의 경우 병원의 인지도가 환자만족도에 유의한 영향을 미쳤다. 반면, 외래환자는 의료진의 우수성, 병원 편의시설과 환경의 우수성, 친절한 직원, 병원의 인지도, 편리한 진료 및 행정절차 등 다양한 요인이 유의한 관계를 보였다. 이 연구는 중소병원이 의료 서비스를 개선하고 경쟁력을 갖추기 위해서 입원 및 외래 환자를 구분하여 각 환자군 별로 만족도에 영향을 미치는 요인을 차별화 하여 서비스 개선에 반영하는 것이 효과적일 수 있음을 제시해 주고 있다.

• 한국지역사회생활과학회지
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• 제26권2호
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• pp.303-311
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• 2015

This study investigates the effects of serving medicinal food items on the dietary intake of elderly inpatients. A total of 77 elderly inpatients at a long-term senior care hospital in Yeongju participated in this study. Control and medicinal food items were provided for 20 days (March 24 through April 12, 2014, and April 14 through May 3, 2014, respectively). A satisfaction survey was conducted for both control and medicinal food items on the last day of the respective serving period. Data were analyzed by using SPSS (Windows ver. 21.0). The satisfaction level was higher for medicinal food items than for control food items. The leftover rate was higher for control food items than for medicinal food items. The intake of energy, carbohydrates, proteins, fats, vitamin A, thiamin, niacin, potassium, and zinc was higher for medicinal food items than for control food items. These results indicate that the dietary intake of elderly inpatients was higher for medicinal food items than for control food items. This suggests that medicinal food items can help increase the nutrient intake of elderly inpatients and implies that such food items may be more desirable for a long-term senior care hospital diet. A prospective analysis of the long-term control is needed to establish the effects of medicinal food items on elderly patients.

• 보건의료산업학회지
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• 제10권4호
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• pp.61-73
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• 2016

Objectives : The aim of this study was to investigate the satisfaction determinants of rehabilitation care group inpatients in rehabilitation long-term care hospitals. Methods : A survey was conducted with 262 patients from 6 rehabilitation long-term care hospitals located in Busan Kyungnam. Data were collected from June 2016 to July 2016 with a structured questionnaire and analyzed with SPSS 23.0. Results : The significant factors affecting the overall satisfaction score were disease group and 5 quality indices of medical services(Medical service quality, Rehabilitation services quality, Hospital reputation, External physical environment, and Internal physical environment). Additionally, the significant factors affecting intention to revisit were age, disease group, length of hospital stay and the 5 quality indices of medical services. Conclusions : The results of this study indicate that rehabilitation long-term care hospitals should try to improve the overall satisfaction of inpatients, especially focusing on the internal physical environment and the quality of the rehabilitation services and medical services, which will lead to a high level of intention for patients to revisit.

• 한국병원경영학회지
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• 제10권4호
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• pp.23-50
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• 2005

The main objectives of this study are to compare the regional differences and to analyse the affecting factors of customer satisfaction. The subjects are 9 hospitals(5 Daegu region, 4 Seoul region) patient satisfaction index that were surveyed the 2004 Hospital Accreditation Program performed by KHIDI(Korea Health Industry Development Institute) and MOHW(Ministry of Health and Welfare). The sample used in this study consisted of 450 inpatients and 454 outpatients. The survey instrument is composed of physical environment items, physician factors, nursing staff factors, ancillary staff factors, administrative procedure items, and quality of hospital stay items. And overall satisfaction, intent to revisit, and intent to recommend as dependent variables are measured. Basically, the reliability and validity of survey items was evaluated. And the T-test was performed to compare regional differences of customer satisfaction. Finally to analyse the affecting factors on overall satisfaction, and customer loyalty(intent to revisit and intent to recommend), the multiple regression analysis was used. This study shows firstly, the Daegu region's patient satisfaction level of inpatients and outpatients is lower than Seoul region. Especially, nursing staff factors and quality of hospital stay items are very low on inpatient's satisfaction. Also all independent variables except the sufficiency of goods in hospital stand are very low on outpatient's satisfaction. Secondly, as a result of multiple regression analysis, ancillary staff factors(Beta=0.281) have a significant effect on overall satisfaction of inpatient cases in Daegu region. In regard to intent to revisit and intent to recommend, physical environment factors have a significant effect. Thirdly, in Seoul region, physical environment factors(Beta=0.430) have a significant effect on overall satisfaction of inpatient cases. In regard to intent to revisit and intent to recommend, administrative procedure items and nursing staff factors have a significant effect, respectively. In conclusion, these results indicate that hospitals in Daegu region make an effort to improve the customer satisfaction level, especially, of physical environment factors on inpatients and administrative procedure factors on outpatients

• 보건의료산업학회지
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• 제8권2호
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• pp.37-48
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• 2014

This study was performed to identify effects of hospital selection factors on patient satisfaction and reuse intention. For this purpose, a survey was performed subject to outpatients and inpatients in 10 hospitals located in Busan district from March 7, 2013 to June 21, 2013 and total 447 copies were used as final study data. As results of this study, it was found that among the hospital selection factors of outpatients, internal conditions and medical service gave effects to patient satisfaction and internal conditions, service of medical staffs and medical service gave effects to reuse intention. It was found also that among the hospital selections factors of inpatients, internal conditions, service of medical staffs and medical service gave effects to patient satisfaction and external conditions, internal conditions, service of medical staffs and medical service gave effects to reuse intention. It was suggested that in the effect of patient satisfaction on reuse intention, both inpatients and outpatients gave the effect and thus higher patient satisfaction was related to higher reuse intention. Therefore, instead of hospital-centered medical treatments, hospitals should restructure its medical and service systems that are patient-centered. Also, it is necessary for the hospital managers to recognize that patient satisfaction is an important factor in increasing its profit.

• 한국실내디자인학회논문집
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• 제24권4호
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• pp.152-160
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• 2015

This paper proposes high quality of healthcare environments for a user-oriented children's hospital by identifying the user needs according to residential characteristics of the child, especially the hospitalization period. Caregivers, mostly parents of children in a children's hospital, participated in a questionnaire survey. The user's demands, satisfaction and hospital environment assessment were measured. A total of 103 copies of the questionnaire were finally collected and analyzed. The data was processed statistically using SPSS WIN 18.0 Version software. The results and conclusions are as follows. 1)The participants were categorized into three groups according to the hospitalization period of the child (less than 7 days, 7-20 days, and more than 21 days). 2)When the patients stayed longer in the hospital, their satisfaction was lower and their demands were higher. The long-term group required a more spacious bathroom for the child inpatients and their caregivers as well as sufficient individual storage spaces that are appropriate for the length of stay. 3)The longer they were hospitalized, the more negative they evaluated the hospital environment. These results suggest that the period of hospitalization is one of the crucial factors that impact the user's satisfaction and demands. Therefore, it is necessary to identify the design factors such as territoriality, privacy, accessability, and aesthetics to improve the satisfaction of the long-term child inpatients and their caregivers.

• 대한한방부인과학회지
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• 제27권3호
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• pp.28-40
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• 2014

Objectives: This study aimed to investigate the satisfaction and features of patient groups treated with KMST. Methods: From December 4th 2013 to May 8th 2014, 94 outpatients and 37 inpatients were treated with KMST, and we analyzed their medical records and satisfaction level questionnaires. Results: Mean age of total inpatients and OB&GY inpatients, total outpatients and OB&GY outpatients treated with KMST was $50.84{\pm}9.72$ years, $46.86{\pm}8.43$ years, $44.39{\pm}12.16$ years and $44.01{\pm}11.20$ years respectively. Mean value of treatment numbers per person of each group was 14.70 times, 14.58 times, 3.29 times and 3.41 times respectively. Mean interval between treatments per person of each group was 1.32 days, 1.23 days, 10.90 days and 11.62 days each. Chief complaints of OB&GY inpatients in the order of frequency were lower abdominal pain, dyspepsia and vaginal discharge. As for OB&GY outpatients, they were cold hypersensitivity, vaginal discharge, dyspepsia and infertility. The satisfaction level questionnaires for KMST showed a mean value of $7.98{\pm}1.82$ out of 10-point scale in 6 multiple-choice questions. Conclusions: Most of the patients treated with KMST were female. Pain, dyspepsia and cold hypersensitivity, vaginal discharge were frequent chief complaints in OB&GY inpatients and outpatients group each. It was found that overall satisfaction level of patients treated with KMST was high and there was no reported side effect.

• 간호행정학회지
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• 제16권4호
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• pp.497-506
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• 2010

Purpose: The purpose of this study was to examine the causal relationships among quality of health care service, service value, satisfaction and loyalty as perceived by hospital inpatients. Methods: A survey using a structured questionnaire was conducted with 654 hospital inpatients. Analysis of the data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for the structural equation model. Results: The modified model yielded Chi-square=7.96 (p=.019), df=2, $x^2$/df=3.98, GFI=.99, AGFI=.96, RMSEA=.07, NFI=.99, CFI=.99, TLI=.98 and showed good fit indices. Three dimensions of quality had significant direct effects on service value. Functional quality, technical quality and service value had significant direct effects on customer satisfaction. Technical quality, service value, and customer satisfaction had significant direct effects on customer loyalty. Conclusion: These results suggest that quality of health care is an important element in service value, and through both quality and service value, customer satisfaction and customer loyalty can be enhanced. Further study with a larger sample from various hospitals and a longitudinal design is necessary.

• 간호행정학회지
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• 제8권1호
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.