• Journal of Korean Medicine Rehabilitation
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• v.26 no.3
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• pp.129-141
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• 2016

Objectives As awareness of the public about Korean medicine health care and the social demand about improvement for quality of health care service is constantly rising, the quality evaluation of Korean medicine health care service is needed to improve the quality. Through trial of Delphi method, we tried to set the priority in short, medium, long term among the disease which is the subject of quality assessment. Methods Carrying out the delphi survey to 50 experts of korean medicine who were recommended by the 41 member societies of Korean medicine and related organizations, we selected final candidates for quality assessment. It is composed with total 2 rounds, and we investigated the priority in three aspects; the importance of the matter, possibility quality assessment, potential about if there's any chance of improvement. Results By delphi method, we set the priority of quality assessment. Base on the result of the second round, we classified importance of the questions into above average, average, below average, and categorized items as short, medium, long term according on the final priority. We classified of musculoskeletal diseases and diseases of connective tissues and musculoskeletal injury as short term and cerebrovascular disease and disease of nerve system and malignant neoplasm as medium term, disease of digestive organs and diseases, symptoms and abnormal findings in clinical field or inspections which are not categorized as long term. Conclusions We set the subjects of quality assessment by delphi survey by experts, and classified into short, medium, long term. Further research is necessary for execution the Quality Assessment to each of the candidate. Also, we can send feedback to medical institution base on the result of Quality Assessment. then it would be able to induce the improvement in quality of medical institution by itself.

• Journal of the Korea Safety Management & Science
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• v.16 no.4
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• pp.71-80
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• 2014

This study is performed to determine the priorites of the evaluation factors for the improvement of fire emergency medical service by increasing it's efficiency to protect the people's lives effectively, and by recognizing it's mid-long term development. Based on the output of the analysis, the critical evaluation factors of the fire emergency medical services to be improved shall be identified, and shall be intended to use strategically for increasing the efficiency of all the activity in the EMT service, and also for providing the basic date to product and manage the good quality services. To calculate the priority of the evaluation factor for each level as shown on this study, AHP(anaysis hierarchy process) with pairwise comparison method is applied. According to the priority analysis for the evaluation factors in main category (evaluation zone), 'medical service professional aspect' is recognized as highest one, and 'service infrastructure aspect', 'service management aspect' are indicated in order. According to the priority analysis for the evaluation factors in evaluation index, 'professional personal arrangement' in the service infrastructure aspect, 'appropriateness and timeliness of emergency medical care' in the medical service professional aspect, and 'clinical training' in the service management aspect are respectively recognized as most important factors.

• Korea Journal of Hospital Management
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• v.20 no.2
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• pp.39-56
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• 2015

This study calculated the potential customer satisfaction improvement index (PCSI index) and average satisfaction coefficient (ASC) by categorizing quality attributes based on the Kano analysis for medical service quality. This study seeks to suggest ways to increase the efficiency of medical business management by determining priority to improve after applying the indexes to IPA. To achieve such purposes, this study conducted a survey on 150 outpatients of a premium general hospital and 200 workers in four different sections in the same hospital. As a result of the analysis, there was a difference in the awareness of service quality to improve patient satisfaction between the outpatients and workers. Therefore, the focus should be put on those items deemed important by the patients rather than those that the workers called attention to in order to effectively improve service quality. Along with efforts to alleviate or eliminate inconveniences experienced by patients, it is necessary to provide training programs for workers on customer reception and management such as delivering services with a kind manner and giving explanations in a proper and professional manner and exhibiting the right attitude.

• The Journal of Industrial Distribution & Business
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• v.10 no.6
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• pp.19-27
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• 2019

Purpose - The purpose of this study was to examine quality improvement priorities by examining not only quality classifications but also PCSI (Kano, 1984) of mobile app service qualities of general hospitals in the Metropolitan Area and offer potential improvements. Research design, data, and methodology - The study examined five of service qualities, including app design, reaction, convenience, safety and supply of information by precedent studies. 20 test items were selected. A total of 60 positive and negative questions to estimate customer satisfaction and PCSI was investigated. The author collected 300 copies from interviewees who made use of the app services of 13 general hospitals within one year, and classified quality factors by using table of quality assessment and also estimated the customer satisfaction index (Timko, 1993). The study made quality improvement priority by the PCSI index. Results - Reaction of the mobile app service quality ranked the highest PCSI, and payment safety ranked the highest, and customer support and supply of the information ranked high as well. It was observed that design ranked comparatively lower in these categories. Conclusion - Safety, reaction and supply of information should be prioritized to reorganize and improve the mobile app services.

• Korea Journal of Hospital Management
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• v.14 no.2
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• pp.21-40
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• 2009

The importance-performance analysis (IPA) is a widely used analytical technique that produces a priority of managerial attention for the customer satisfaction. This study attempted to compare various different approaches of IPA such as direct and indirect measurement of importance, and traditional four quadrants grid model and diagonal grid model of IPA. Data on 17 inpatient service quality attributes were collected from 234 inpatients of a general hospital. Eight IPA grids were produced to compare the result of each model. Based on the study results the strength and weakness of each model were discussed, and a set of recommendations for practical application of the IPA in hospital settings was suggested.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.15 no.4
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• pp.1895-1904
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• 2014

This study explores the way to improve service quality with the application of Service Blueprint and Analytic Hierarchy Process (hereafter, "AHP") in medical tourism. Service Blueprint has been widely accepted to identify the possible fail points in service delivery system, and AHP analysis has been recognized as beneficial method to rate relative importance in multi-criteria decision making process. We try to understand possible pitfalls to enhance Chinese medical tourists, and propose the priority in the resolution process. In the first step, we reviewed the extant literatures about medical tourism of South Korea, and built initial Service Blueprint. Experts who experienced service delivery process towards Chinese patients participated to review the proposed Service Blueprint in the second step. Thirdly, after extracting the possible fail points from revised Service Blueprint, we asked experts to guess the relative importance of Chinese patient by AHP methodology. Four domains (Arrival and Welcoming, Hospitalization, Process before, operations, and after surgery, Recovery and discharge) were emerged with detail criteria. Results show that operations and treatment is the most important domain not to lose Chinese patient's loyalty with following hospitalization process domain. Also, we suggest the priority among sixteen criteria to prevent service failure.

• Journal of Korean Academy of Nursing Administration
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• v.18 no.2
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• pp.137-145
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• 2012

Purpose: This study was performed to identify the key elements for the improvement of healthcare services for foreigners in Korea. Method: Delphi technique was used for this study. As the members of an expert panel for this study, 32 healthcare professionals, who were physicians, nurses, administrators, and care coordinators, with at least 6 months of experiences in international clinics and healthcare services in five metropolitan areas in Korea participated. Data collections were conducted three times from August to October, 2009. The priority and the importance were analyzed using descriptive statistics in SPSS Win 15.0. Result: The key element selected most frequently by the experts was the 'Healthcare providers' abilities for foreign languages' followed by 'Guidelines for facing medical accidences and disputes', 'Information and guide for healthcare services written in English', 'Informed consent preventing medical disputes', 'System of healthcare service fees for foreigners'. Conclusions: The key elements for the improvement of healthcare services for foreigners in Korea were mostly the requirements for effective communication with the foreign clients and the systemic support. The key elements identified in this study can be applied usefully for the development of strategies to improve the quality of healthcare services for foreigners.

• Journal of the Institute of Electronics and Information Engineers
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• v.52 no.5
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• pp.106-114
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• 2015

Wireless Body Area Network(WBAN) is a network standard around a human body which connects various medical sensor and devices It has to satisfy various demands such as data transmission rate, priority, and delay time. In this paper, considering a data priority and transmission delay time, is proposed to improve efficiency of WBAN service depending on congestion status of network. The proposed algorithm operates with adapted data removal probability according to data priority when the hub buffer is congested than before. And in the case of lower congestion within the hub buffer data is served considering data delay time. Through the comparison with other existing scheduling algorithms, it is confirmed that quality of WBAN service is improved due to lower data loss rate of medical data and less delay time in the proposed algorithm.

• Korea Journal of Hospital Management
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• v.23 no.4
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• pp.40-52
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• 2018

The purpose of this study is to identify medical consumers' hospital selection factors in response to the rapidly changing environment of medical industry. For that purpose this study classified consumers' hospital selection factors into three categories such that human factors including expertise, reliability, empathy; system factor including, convenience, differentiation, efficiency; and facility factor including tangibility, accessibility, and location, based on the previous studies and the results of a preliminary survey of the patients of a small private hospital. The nine factors were further divided into 23 more specific attributes. Then, an online survey was conducted to measure the perceptions of the 23 attributes by the medical consumers over the age of 20. The analysis of the survey data using Kano model and Timko model indicated that 14 of the 23 attributes were classified as attractive factors, eight attributes were or classified as, one-dimensional factors, and one attribute, doctors' educational background, was classified as indifference factor. Of the 14 attractive factors, "unique and differentiated services related to medical treatment" and "distance from home to hospital" had the highest customer satisfaction coefficients. Of the eight one-dimensional factors, "kind treatment," "providing adequate explanations," "accuracy of diagnosis," and "cleanness of facilities" had the highest customer satisfaction coefficients as well as the highest dissatisfaction coefficients. The findings indicate that these six attributes are the most basic and most impactful attributes that hospitals must manage strategically to improve their service quality and attract more medical consumers to their hospitals.

• Journal of the Korea Convergence Society
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• v.12 no.4
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• pp.125-133
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• 2021

With the advent of experience era, the user experience has attracted much attention in all walks of life. And the importance of user experience emphasize began to be emphasized. It analyzed the interfering factors of user experience of smart phone medical APP, and evaluated their relative importance. Then it made suggestions on the priority of medical APP development and provided reference for medical APP design optimization and service quality improvement. First of all, based on the related research about user experience theory, smartphone APP user experience and mobile medical APP, it summarized the user experience elements of smartphone medical APP. Secondly, 200 subjects in the 20-40 age group who chose smartphone download experience and used medical APP were surveyed to rate the effect of 18 factors. The results show that the factors such as product resources, medical advertising recommendations, doctor-patient interaction, emotional pleasure, easy to learn, and other factors have a significant impact on users' good experience when using app.