• Korea Journal of Hospital Management
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• v.15 no.2
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• pp.107-128
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• 2010

These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

• Korea Journal of Hospital Management
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• v.8 no.4
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• pp.26-58
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• 2003

This research first finds out the resources, activities, and effectiveness of quality management effort and the resulting customer satisfaction when the total quality management is lacking in most Korean medical agencies today. Then, it analyzes the relationship among the factors mentioned earlier. This paper utilizes actual data and presents a theoretical model which explains that the resources of quality management affect the activities and that the fruit of the quality management effort benefits the customers in the end. In addition, this study conducts a corroborative analysis through executing a survey, getting a descriptive statistical result on the subjects' characteristics and the research variables using SPSS 9.0 WIN PROGRAM, and the model is approved through analyzing its make-up using LISREL 8.12 WIN PROGRAM. The study's finding is the following: First, the management leadership affects the worker's, educational training, the quality of medical service, and the survey of customer satisfaction positively. However, it does not affect the quality of work positively. Second, the internal customer satisfaction affects the worker's participation, educational training, the quality of medical service, and the survey of customer satisfaction positively. Third, the quality of medical service and the survey of customer satisfaction affects the result of quality management positively, but the worker's participation, educational training, and the quality of work do not affect the result of quality management positively. Fourth, the management leadership does not appear to affect the result of quality management positively. Fifth, the internal quality management appears to affect the result of quality management positively. Sixth, the external customer satisfaction appears to affect the result of quality management positively. In conclusion, the findings in this study indicate that medical agencies need to utilize the active variables of quality management in order to successfully establish a total quality management.

• The Korean Society of Law and Medicine
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• v.8 no.2
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• pp.167-193
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• 2007

Medical demand has been increased explosively since health insurance was introduced in 1977. Person has taken a growing interest in increase of medical service supply while that period. We must understand the legal aspects of medical quality management. There have been many legislative efforts for securing the right of patient. Patient's legal right is secured through the declaration of patient's right and all hospital person deal with patients according to the standard and criterion of the declaration of patient's right. The patient's right is set up on a basis of the right to live and the expectation right of patient. It is important to prevent medical accidents because the right of patient's health is violated by medical accident. We must manage well the medical quality to prevent the medical accident. The effort to escalate the medical quality is the best method to decrease the medical dispute. Nowadays a person take a growing interest medical quality. Our government make an effort to secure the medical quality through the legal system to be contained health organization evaluation system.

• Health Policy and Management
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• v.31 no.4
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• pp.399-408
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• 2021

The emergency medical service system in Korea was built upon the Emergency Medical Service Act, 1995 to respond adequately to be much in demand for emergency medical services. In addition, the government recognized the importance of the trauma care system and set out to plan for the designation and establishment of the regional trauma center by 2012. This study aimed to investigate features of quality management and trauma fee schedule on better understanding of trauma care system. First, quality management of the regional trauma center has been implemented by several quality programs involved in quality assessment, committee on trauma quality management, and mortality and morbidity conference. Second, the trauma fee schedule has reflected a specific quality of severe traumatic conditions and added the result to it, which are graded A, B, and C according to quality assessment. Although the government has contributed to instituting a trauma quality assessment program and trauma fee schedule for the regional trauma center, it could not lead to such a fixed standard for quality management of them. Therefore, it will promote discussion on the sustainability of the regional trauma center that requires reducing preventable trauma death rate and the way to apply comprehensive quality management.

• Asian Pacific Journal of Cancer Prevention
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• v.14 no.3
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• pp.2107-2111
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• 2013

Objectives: To investigate data agreement of cancer registries and medical records as well as the quality of care and assess their relationship in a 5-year period from 2006 to 2011. Methods: The present cross-sectional, descriptive-analytical study was conducted on 443 cases summarized through census and using a checklist. Data agreement of Nemazi hospital-based cancer registry and the breast cancer prevention center was analyzed according to their corresponding medical records through adjusted and unadjusted Kappa. The process of care quality was also computed and the relationship with data agreement was investigated through chi-square test. Results: Agreement of surgery, radiotherapy, and chemotherapy data between Nemazi hospital-based cancer registry and medical records was 62.9%, 78.5%, and 81%, respectively, while the figures were 93.2%, 87.9%, and 90.8%, respectively, between breast cancer prevention center and medical records. Moreover, quality of mastectomy, lumpectomy, radiotherapy, and chemotherapy services assessed in Nemazi hospital-based cancer registry was 12.6%, 21.2%, 35.2%, and 15.1% different from the corresponding medical records. On the other hand, 7.4%, 1.4%, 22.5%, and 9.6% differences were observed between the quality of the above-mentioned services assessed in the breast cancer prevention center and the corresponding medical records. A significant relationship was found between data agreement and quality assessment. Conclusion: Although the results showed good data agreement, more agreement regarding the cancer stage data elements and the type of the received treatment is required to better assess cancer care quality. Therefore, more structured medical records and stronger cancer registry systems are recommended.

• Quality Improvement in Health Care
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• v.19 no.1
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• pp.74-81
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• 2013

Research Problem: 45-65% of all medical supplies in hospital are used in operating rooms. Medical supplies in operating rooms are difficult to manage in general because many of them are frequently used and come in a variety of types. Purpose: Our aim was to strive for user-friendliness and reduce the inventory through efficient management of medical supplies stocked in operating rooms. Medical Facility: Korea University, Ansan Hospital Quality Improvement Activity: On the last day of each month, we checked the inventory of medical supplies in all operating rooms by identifying the amount of medical supplies in each room, warehouse, and OCS, identified problems, and presented the ways to improve. Improvement Outcome: We increased the number of post-processing medical supply items by 8%, and reduced the inventory cost by 15% through improved management of medical supplies.

• The Korean Journal of Health Service Management
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• v.8 no.2
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• Korea Journal of Hospital Management
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• v.16 no.4
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• pp.17-34
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• 2011

Recently, medical market has been changing not for the sake of treatment of the disease but for high quality of health. Therefore, South Korea medical tourism service needs to understand and improve for the differences perceptions of medical tourists and health professionals for customer satisfaction. The purpose of this study is to understand the structure of medical tourism market through theoretical consideration and to suggest the factors which need to be taken precedence for improvement of South Korea medical tourism service through analysis differences between consumers and suppliers. To analyze the difference of awareness, we reconstructed the questionnaires focussing on evaluation factors and articles about medical tourists selection attributes and health professionals way to invigoration through previous research and precedence study. After that, we also collected the data based on reconstructed questionnaires. After we compared each collected responses from medical tourists and health professionals, also analyzed the differences of awareness by applying Johari's Window to those differences. In conclusion, there is no relation between medical tourist and health professionals about th differences of awareness in functional quality and cost that is a direct effect to transaction in current medical tourism of South Korea. In contrast, there are differences of awareness between a process which support medical tourism and technical quality. Therefor, we expect to invigorate medical tourism by innovation of supportive process and technical quality.

• Journal of Korean Academy of Dental Administration
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• v.10 no.1
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• pp.22-32
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• 2022

This study investigated factors affecting care for elderly patients, management of systemic disease, infection management, improvement of medical care quality, and educational requirements, and provide basic data for quality care for elderly patients with systemic diseases. An online survey was conducted among dental hygienists working at dental institutions and data of 172 individuals were analyzed using the SPSS 21.0 program. Descriptive statistics was performed for general characteristics. For factor analysis by general characteristics, t-test and ANOVA were performed. For differences between groups Scheffe verification was performed. A correlation analysis between factors was performed using Pearson's correlation analysis, and a factor analysis affecting the improvement of healthcare quality was performed using multiple linear regression analysis. Care for elderly patients was 52.33/75, management of systemic disease was 12.65/17, and infection management was 96.92/130. Improvement of medical quality (institutional effort) was 22.87/35, and improvement of medical quality (personal effort) was 22.72/35. The most common educational needs were "necessary". Analysis revealed a positive correlation between factors.. Factors affecting improvement of medical quality (personal effort) were age, final academic background, place of work, and the presence or absence of annual medical examinations. The findings of this study indicate that there is a significant correlation between factors. For the qualitative care of elderly patients, education programs related to elderly characteristics, systemic diseases, and infection management should be actively conducted by dental hygienists, and interest and research on geriatric dental hygiene is needed, centering on associations and educational institutions.

• International Journal of Quality Innovation
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• v.2 no.2
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• pp.127-135
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• 2001

Personnel engaged in the medical field have implemented continual improvement by team activities in an effort to construct a system that reduces the risks involved in medical care. Knowledge in total quality management (TQM), especially statistical quality control (SQC) developed for industry, seems to be applicable to medical care. This paper describes the application of SQC to continual improvement in medical care.