• 보건의료산업학회지
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• 제14권2호
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• pp.55-65
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• 2020

Objectives: This study intends to analyze the relationship between medical service experience and subjective health awareness by using data from Panel Study of Worker's Compensation Insurance(PSWCI). Methods: Tte χ2-test was performed to investigate subjective health awareness and medical service experience relevance. Logistic analysis was performed to analyze the influencinge factors. Results: The subjective health awareness scored "bad" in"'lack treatment period" compared to "adequate treatment period" in medical service experience (OR = 2.603 [95% CI = 1.666-2.555]). Conclusions: To improve the subjective health awareness of patients with industrial accidents, the industrial accident compensation and medical care approval system should be improved, and long-term industrial accident insurance policies should be developed to accommodate direct and indirect medical services.

• 한국병원경영학회지
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• 제26권2호
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• pp.27-42
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• 2021

This study investigated the differences in patient experience by arrangement type of medical tourism facilitators(MTF) from the pre-visit to visit stages. Specifically, patient experiences from each stage with different service providers (MTFs and medical institutions) were measured: provision of information and respect for patient preferences as pre-visit experiences with the facilitators, communication and concierge services as visit experiences with the facilitators, and medical services as medical institution experiences. The scale to measure foreign patients' experiences was modified from the 'Picker in-patient questionnaire(PPE)' and the 'Picker patient experience questionnaire(PPE-15)'. Quantitative data were collected by conducting a self-administered questionnaire on 173 patients from China, Russia, Mongolia, and Kazakhstan. Qualitative data were collected by conducting in-depth interviews with 9 patients and 9 service providers. The data were collected between January and October in 2019. Quantitative data was analyzed by SPSS 25 for Chi-squared test and ANOVA, and qualitative data were analyzed based on keywords. The main results are as follows. When foreign patients used only overseas MTFs, they had a relatively positive patient experience in respect of receiving pre-visit information(F=7.47, p<.01) and respect for patient preferences(F=3.11, p<.05). Looking at both domestic and overseas facilitators during the visit, the patient experience was relatively negative for communication(F=3.75, p<.05). Regarding medical institutions, patients had a relatively negative patient experience with regards to medical services when they used both domestic and overseas facilitators(F=6.49, p<.01). The implications of this study are as follows. Patients should have a seamless and high-quality experience regardless of the facilitator arrangement type. This can be prepared through service standardization for the service providers. It would be also necessary to consider each other's features and problems at the institutional level and to improve service coordination by having service providers periodically communicate with each other.

• 디지털융복합연구
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• 제18권7호
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• pp.299-306
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• 2020

본 연구는 환자중심성 의료문화 변화에 따라, 데이터마이닝 기법을 이용한 융복합 외래 의료서비스 환자경험조사 연구를 시행하여 환자중심성 의료기관 경영전략에 도움이 될 수 구체적 방안을 모색하고자 하였다. '2018 의료서비스경험조사' 원시자료를 이용하여 외래 의료서비스 환자경험이 있는 만 15세 이상 8,843명을 분석하였다. 의사결정나무분석을 수행하였다. 외래 의료서비스 환자경험에 대한 전반적 만족도 결정요인은 의사와 환자 권리보호였으며 추천의사 결정요인은 의사와 시설의 안락함과 편안함이었다. 여성이 남성에 비해 전반적 만족도에서 경험을 긍정적으로 평가했으며 60세 이상이 전반적 만족도와 추천의사에 대한 경험을 긍정적으로 평가했다. 외래 의료서비스 환자경험 의사결정예측 모형을 제시하고 의사 영역과 환자권리보호 영역, 시설의 안락함과 편안함이 중요한 요인임을 확인한 점이 의의가 있다. '의료서비스경험조사'에 대한 종단적 연구가 필요하며 입원 의료서비스경험에 대한 연구가 필요하다.

• 유통과학연구
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• 제20권10호
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• pp.105-117
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• 2022

Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

• 서비스연구
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• 제13권3호
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• pp.147-159
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• 2023

본 연구는 기존의 서비스디자인 방법론의 소수 데이터를 기반으로 휴리스틱 기반의 연구 한계를 극복하고, 의료서비스의 질적 수준 관리에서 핵심가치로 주목받고 있는 경험데이터의 객관적 측정 및 가공에 관한 모델을 개발하기 위한 연구이다. 이론적 배경에서 의료서비스에서 경험의 중요성, 경험데이터의 측정 및 가공, 환자중심성 실현에 관한 문헌연구를 진행하였다. 이와 같은 문헌 및 이론적 배경 연구결과를 기반으로 다음과 같이 4가지 연구변수에 대하여 조작적 정의하고, 통계적으로 검정을 진행하였다. 가설 H1은 3가지 요인 관점의 경험데이터 측정이 페르소나 모델링에 주는 영향이고, 가설 H2는 페르소나 모델링이 서비스청사진 시각화에 주는 영향, 가설 H3은 서비스청사진 시각화는 환자중심성 실현에 주는 영향, 가설 H4는 페르소나 모델링이 환자중심성의 실현에 주는 영향이다. 요인분석, 신뢰성 분석, 상관분석의 데이터 기초검정 후 회귀분석기법으로 검증한 결과 4가지 가설은 모두 채택되었다. 결론적으로 병원에서 좋은 의료진과 의료장비만을 갖춘다고 해서 그 가치를 인정받기 어려운 시대이기에 환자들에겐 의료진과 의료장비의 효용보다 지속해서 어떠한 의료서비스 경험을 얻고 있는지가 더 중요하다는 의미를 파악할 수 있었다. 서비스 경제의 시대에서 병원서비스 경쟁력의 핵심은 매력적인 경험을 제공하느냐가 병원의 진짜 실력이 되기에 본 연구 주제인 경험데이터의 측정과 가공이 환자중심성의 실현과 스마트병원 구현에 중요한 의미가 있을 것이다.

• 한국병원경영학회지
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• 제18권4호
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• pp.1-17
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• 2013

This research tried to understand the expectation and experience level of the medical service among the foreign patients who visit South Korea for a medical tourism, and to find out the effect of expectation and experience level on the satisfaction of medical service. Data collection was done through conducting a survey of inpatients in 4 hospitals located in Seoul, Korea. Total 110 cases were used for analysis. According to the study, expectation level had a significant difference between the group exposed to a word-of-mouth and the group not exposed to the word-of-mouth. The difference analysis of expectation and experience level of the foreign patients showed that all components of the service quality were satisfied. The component of perceived reliability was the only factor influencing the foreign patients' overall satisfaction on the medical service. The findings of this study will be provided a basic data for the marketing strategy which can apply to the satisfaction strategy differentiated from other countries.

• 보건행정학회지
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• 제32권1호
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• pp.94-106
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• 2022

Background: The efforts to build more "people centered," "patient centered" health system has been emerging all over the world. Aligning with it, the Korean government is conducing the survey called "Medical Service Experience Survey (MSES)." There are critics, however, that MSES is not scrutinizing the medical experiences of patients in various healthcare settings. For this reason, this study aims to perform an empirical analysis of the differences in answers of patients responding to various healthcare settings. Methods: There are two steps in this study. First, explanatory analysis is conducted to compare the tendency of statistical concentration on questionnaires by divided healthcare settings. Second, confirmative analysis is carried out to evaluate the construct validity, reliability, and discriminant validity of the questionnaire in each healthcare setting. The raw data of MSES, which was conducted in 2020 by the Ministry of Health and Welfare in Korea and the Korean Institute for Health and Social Affairs is used. Results: As a result of exploratory factor analysis for all outpatients, the items were classified into four factors statistically: "doctor experience," "nurse experience," "outpatient service experience," and "patient satisfaction." It was confirmed that the reliability of all factors extracted was secured. However, for patients who visited hospitals, questionnaires related to personal privacy, such as "experiences on medical staffs considering physical exposure" or "experiences related to personal information exposure," were answered in conjunction with items of "nurse experience." Besides, patients responded that administrative elements of medical services, such as "experiences of comfort in medical institutions" and "experiences of satisfactory administrative services," were related to the items of "nurse experience." The answers of patients who visited traditional medical hospitals and clinics about "doctor experience" and "nurse experience" were not discerned statistically, and the answers to "doctor experience," "nurse experience," and "medical institution experience" were entangled with the responses of patients who visited dental hospitals and clinics. On the other hand, as a result of the confirmatory factor analysis, it was found that the inquiries of MSES generally had intensive validity. Conclusion: The collection of objective and scientific data is the prominent component to enlighten the patient-centered healthcare system alongside with change of the worldwide paradigm of measuring the healthcare system performance as follows the transition of perspective of health care from provider-centered to patient-centered. This study empirically shows that the patient experience can vary as the healthcare settings. Furthermore, to make an advance in measuring the experience of patients with medical services, this article proposes the deliberate consideration of the different kinds of healthcare settings and articulate design of the survey.

• 아태비즈니스연구
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• 제13권3호
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• pp.19-34
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• 2022

Purpose - The purpose of this study is to examine whether a psychological concept enhances healthcare users' service experience. Specifically, the study proposes and empirically examines a model of perceived control in which the user's sense of control is postulated as exerting positive influences upon his/her motivation, self-efficacy associated with his/her role as a patient, and satisfaction with his/her medical service experience. Methodology - Data were collected by a professional research company, using an online survey method. Participants of the study included adults nineteen years or older who had visited a medical service institute at least once during the previous one-year period. For the test of the research hypotheses, structural equation modeling using AMOS was used. Findings - Findings of this study denote a unique insight into the users' comprehension of medical service experiences and their behaviors. First, the concept of perceived control is identified as a factor that enhances the quality of individuals' medical service experiences. A sense of control directly influences medical users' self-efficacy to comply with doctor's recommendations, their motivation to comply with doctor's recommendations, and their satisfaction with the medical service experience. Second, one's perceived self-efficacy is found to exert positive influences upon both motivation and satisfaction. Third, one's motivation to comply with the doctor's recommendation is found to exert a positive influence upon one's satisfaction. Additionally, perceived control is found to exert an indirect influence upon medical service users' satisfaction through the mediation of both self-efficacy and motivation. Research Implications - The findings of the study support the notion that perception of control among medial service users enhances their service experience as patients. The main thrust of this study suggests that it is necessary for healthcare practitioners to consider implementing service encounter strategies that purposefully enhance the sense of control among their patients. The identification of significant inter-relationships among perceived control, motivation, self-efficacy, and satisfaction among medical service customers should also serve as a meaningful seed for further research pursuits.

• 디지털융복합연구
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• 제18권6호
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• pp.401-409
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• 2020

본 연구는 환자중심성 의료문화 조성을 위한 의료기관 경영전략에 도움이 될 수 있는 융복합 입원 의료서비스 환자경험 관리모형을 개발하고자 하였다. '2018 의료서비스경험조사' 원시자료를 이용하여 만 15세 이상 입원 의료서비스 경험이 있는 593명을 분석하였다. 의사결정나무 모형을 활용하여 입원 의료서비스 경험에 대한 전반적 만족도와 환자 경험 추천 의사 예측모형을 개발하였으며 유형은 4개, 7개로 각각 분류되었다. 모형의 정확도는 68.9%, 78.3%였다. 입원 의료서비스 환자경험 전반적 만족도 결정요인은 간호사 영역과 병실 소음관리 영역이었으며 추천 의사 결정요인은 간호사 영역이었다. 입원 의료서비스 환자경험 관리모형을 제시하고 간호사 영역과 병실 소음관리 영역이 입원환자 경험에 중요한 요인임을 확인한 점이 의의가 있다. 입원 의료서비스 환자경험 관리모형의 일반화를 위한 추가 연구가 필요하다 생각된다.

• 한국응급구조학회지
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• 제23권3호
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• pp.145-154
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• 2019

Purpose: This study simulates cardiac arrest situations in 360° virtual reality video clips and general video clips, and compares the correlations between educational media and experience recognition. Methods: Experimental research was carried out on a random control group (n=32) and experimental group (n=32) on March 20, 2019. Results: The groups where participants were trained with the 360° virtual reality video clips and a higher score of experience recognition (p=.047) than the group where participants were trained with the general video clips. Moreover, the subfactors of experience recognition including the sense of presence and vividness (p=.05), immersion (p<.05). experience (p<.01), fantasy factor (p<.05). and content satisfaction (p<.05) were positively correlated. Conclusion: Enhancing vividness and the sense of presence when developing virtual reality videos recorded with a 360° camera is thought to enable experience recognition without any direct interaction.