• 한국의료질향상학회지
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• 제5권2호
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• pp.202-215
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• 1998

Purpose : To shorten processing time for variety of medical affairs of the patient at the outpatient clinic of a big hospital is very important to qualify medical care of the patient. Therefore, patient's waiting time for drug delivery after doctor's prescription is often utilized as a strong tool to evaluate patient satisfaction with a medical care provided. We performed this study to investigate factors influencing patient satisfaction related with waiting time for drug delivery. Methods : The data were collected from July 21 to August 12, 1998. A total 535 patients or their families who visited outpatient clinics of Inha University Hospital were subjected to evaluate the drug delivery time and the level of their satisfaction related, which were compared with those objectively evaluated by Quality Improvement Team. The reliability of the scale was tested with Cronbach's alpha, and the data were analyzed using frequency, t-test, ANOVA, correlation analysis and multiple regression. Results : The mean drug delivery time subjectively evaluated by the patient (16.1 13.0 min) was longer than that objectively evaluated (10.9 7.6 min) by 5.2 min. Drug delivery time objectively evaluated was influenced by the prescription contents, total amount or type of drug dispensed, etc, as expected. The time discrepancy between two evaluations was influenced by several causative factors. One of those proved to be a patient's late response to the information from the pharmacy which the drug is ready to deliver. Interestingly, this discrepancy was found to be more prominent especially when waiting place for drug delivery was not less crowded. Other factors, pharmaceutical counseling at the pharmacy, emotional status or behavior of a patient while he waits for the medicine, were also found to influence the time subjectively evaluated. Regarding the degree of patient satisfaction with the drug delivery, majority of patients accepted drug delivery time with less than 10 min. It was also found to be influenced by emotional status of the patient as well as kindness or activity of pharmaceutical counselor. Conclusion : The results show that, besides prescription contents, behavior pattern or emotional status of a patient, environment of the waiting place, and quality of pharmaceutical counseling at the pharmacy, may influence the patient's subjective evaluation of waiting time for drug delivery and his satisfaction related with the service in the big hospital. In order to improve patient satisfaction related with waiting time for drug delivery, it will be cost effective to qualify pharmaceutical counseling and information system at the drug delivery site or waiting place rather than to shorten the real processing time within the pharmacy.

• 한국병원경영학회지
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• 제28권2호
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• pp.21-31
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• 2023

Purposes: Patient experience is a tool to evaluate the process and results of medical services provided by medical institutions from the patient's point of view. Patient satisfaction surveys are a meaningful and essential source of information for improving quality in healthcare organizations. This study aims to provide basic data for improving the quality of medical service that patients can feel by analyzing the recommendation intention and satisfaction of inpatients in specialty hospitals. Methodology: The subjects of this study were 879 inpatients in 28 specialty hospitals in 14 designated fields. We conducted a telephone survey with a structured questionnaire on the satisfaction and recommendation intention for specialty hospitals. Findings: In inpatients, hospital satisfaction was higher in nursing care services and hospital satisfaction was low in physicians care services. The overall patient satisfaction score was 91.4(SD=11.9) out of 100, and the intention of recommendation was 92.0(SD=14.1) out of 100. The factors affecting patient experience were designated fields, sex, age, residential area, monthly household income, and perceived health status. Practical Implications: This study confirmed the high level of patient satisfaction and recommendation intention among inpatients of specialty hospitals. Patient satisfaction can be of great value to healthcare providers in recognizing and improving the quality of care, as well as predicting patients' willingness to revisit medical institutions. This study can be used to improve the quality of hospital care services in specialty hospitals rather than general and tertiary general hospitals.

• 보건행정학회지
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• 제13권3호
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• 대한간호
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• 제35권3호
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• pp.61-76
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• 1996

The purpose of this study was to develop a nursing care delivery system which can provide patient focused care and increase satisfaction for both patients and nurses. This study was a quasi-experimental study to test the effectiveness of direct / indirect nursing care hours, patient satisfaction, nurse's job satisfaction, and the difference of the length of stay between model and control group. Control group data were collected from 100 patients who had lumbar disease in the neuro-surgical unit and model group data were from 66 patients who didn't have family residents from August 21, 1995 to February 29, 1996. Model unit was operated by modified PPM(Professional Practical Model) system for 3 months from December 1, 1995 to February 29, 1996. Working committee empowered nurses to make a decision to provide increased opportunities for autonomy, accountability, and control over the environment in which they deliver care. Satisfaction survey was done twice and analyzed by the SPSS program. The results of the study were as follows; 1. Mean direct nursing care hours of the model group was 90.47 minutes as it was 28.04 in the control group which shows significant statistical difference (t=-18.0, P=0.000). 2. Patient satisfaction to nursing care of in the model group was significantly higher than the control group (t=-6. 77, P=0.000) and it apples to the all subcategories, too. 3. Nurse's job satisfaction shows the significant increase in the model group than the control group(Z=-3.0405, p=0.0024). 4. There was no statistical difference between 2 groups in average length of stay except for the post-op patient which shows 5.4 days less in the model group. This study shows that patient satisfaction and nurse's job satisfaction were increased and length of stay was decreased in the model group. Even though this new developed Patient - Nurse Oriented Model can provide nursing with the opportunity to improve patient care to increase productivity and highly valued, it is very difficult to practice due to the limited nursing resources, higher acuity levels and nursing care cost. It is strongly recommended that the government needs to look at the unreasonable reimbursement system and recognize the nursing care costs to the high acuity level patients. Otherwise, make the patient responsible for the nursing care cost so that we can provide more efficient and patient focused care.

• The Korean Journal of Pain
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• 제12권1호
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• pp.54-58
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• 1999

Background: We studied 150 patients who received intravenous patient controlled analgesia (PCA) after total abdominal hysterectomy to evaluate pain relief, analgesic consumption, patient's satisfaction and side effects. Methods: We made total 40 ml of analgesic mixture with morphine 40 mg, ketorolac 120 mg, droperidol 3 mg and normal saline. Loading/bolus/basal infusion dose and lockout interval was 2 ml, 1.5 ml, 0.5 ml/hr and 10 min, respectively. Numerical rating scale (NRS) pain score, cumulative analgesic consumption, degree of satisfaction, and incidence of side effects were evaluated. Also, correlation of age and edu ion with analgesic consumption were evaluated. Results: The average pain scores using NRS were $3.1{\pm}1.7$ (6 h), $2.1{\pm}1.5$ (24 h), $1.7{\pm}1.5$ (48 h). The average cumulative analgesic consumption were $11.7{\pm}5.0$ ml (6 h), $23.0{\pm}6.7$ ml (24 h), $32.1{\pm}3.7$ ml (48 h). The degree of satisfaction in postoperative pain control was good in 94% of patients. There was no correlation between degree of satisfaction and analgesic consumption. Also age and level of edu ion did not correlated with analgesic consumption. Conclusions: Intravenous PCA with morphine, ketorolac, and droperidol is an effective method of postoperative pain control because it provides adequate pain relief and a few side effects with high patient's satisfaction. However, age and level of education did not correlated with analgesic consumption.

• 대한치과의사협회지
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• 제57권2호
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• pp.64-73
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• 2019

Authors have selected a physiological bad breath patient( 62 years old, male ) among the bad breath outpatients who have visited the halitosis control clinic in Korea University Medical Center(KUMC). The patient visited the halitosis control clinic for his oral malodor control, 3 times from April to June in 2018, and in August the patient visited to KUMC malodor control clinic again for his assessment of his two months efforts. Getting the data about the patient's endeavor to get over his physiologic oral malodor and the estimation of the patient's satisfaction level at his oral malodor improvement by a questionnaire method, and the organoleptic level assessment by the dentist, then we could propose an estimation method of the physiologic oral malodor patient care prognosis.

• 한국치위생학회지
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• 제11권5호
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• pp.741-747
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• 2011

Objectives : The purpose of this study was to examine factors related to the satisfaction level of patients with dental hygienists services. Methods : Questionnaire survey was carried out targeting 157 dental hygienists. The collected data was performed frequency & percentage, independent t-test and Pearson's correlation coefficient analysis. Results : 1. The mean score of kind of dental hygienists was 3.07 out of a maximum 4 points and level medical treatment of dental hygienists 2.94, friendly of dental hygienists 2.75. 2. Regarding the correlation between kind, level medical treatment, friendly of dental hygienists had a statistically significant correlation of r=0.677 which was the highest correlation factor(p<0.01). 3. dental satisfaction, dental reuse intention between intention recommendation, they were statistically significant different with dental satisfaction(p<0.05) 4. Regarding the correlation between dental satisfaction, dental reuse intention, intention recommendation had a statistically significant correlation of r=0.705 which was the highest correlation factor(p<0.01). Conclusions : Dental care service, dental hygienists have significant and their to revisit and recommend.

• 대한디지털의료영상학회논문지
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• 제14권1호
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• pp.13-20
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• 2012

In a normal x-ray examination, the cooperation of a patient in positioning greatly influences the improvement of work performance, the quality of the images and the reduction in time spent on the examination. An attempt was made to discover the connection between an examination information printout and the effects of the examination by informing the patient before the examination on the examination positions in order to increase the level of cooperation by the patient and by surveying the degree of satisfaction of the patient during the examination proceedings. An examination information printout was prepared on five positions that patients consider to be difficult while receiving normal x-ray examinations and were shown to 257 male and female patients between the ages of 30 to 79 who had visited this hospital between January 1 to February 29, 2012 or to a person who had accompanied the patients before the examination to research the degree of satisfaction regarding the printout. In addition, the examination explanation printout was given to Radiologic Technologists with over 1 year experience in this hospital to use while taking the x-rays and the degree of satisfaction was surveyed and it was examined if the increase of the degree of satisfaction had an effect on the reduction in the examination time. The patients who utilized the examination information printout revealed results of approximately a 7.8% higher degree of satisfaction among the patients who had previous experience receiving x-ray examinations compared to those were having an x-ray for the first time. In the age groups between 30 to 70 years of age, the age group in the 30's revealed the lowest level of satisfaction at approximately 69% and the group in the 50's showed the highest degree of satisfaction of 87.94%. In the survey of the Radiologic Technologists, 85% responded that they were satisfied. In the question that stated "Will the examination information printouts reduce the time involved in unnecessary conversations with the patients?," the responses showed a 95% degree of satisfaction. The degree of satisfaction was high over the examination information printout by both the patients and the Radiologic Technologists. Although the effects of examination time reduction varied based on the ages of the patients and physical conditions that they were in and could not be given measurement values, it was able to be seen through the survey that reduction of the unnecessary communication between the patient and the Radiologic Technologists contributed to the increase in the degree of satisfaction. As a result, both the patients and the Radiologic Technologists had an increased degree of satisfaction over the examination information printout and it was possible for improvements to be made in the quality of medical service provided as well. Nevertheless, it is considered that a more developed manual in terms of quality and quantity must be produced using a more systematic approach and design.

• 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

• 한국실내디자인학회논문집
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• 제25권5호
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• pp.148-156
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• 2016

This study proposes the structural model of inpatient's satisfaction with their room. Relationship among patients' privacy, patients' stress, and patients' satisfaction were evaluated and were discussed. Survey research followed the literature review, in which the subjects answered questions of the 12 items for the patients' privacy requirements, 10 items selected from the HSRS, and an item of patients' satisfaction. A total of 120 copies were analyzed through the statistical process using the SPSS Win Program 20.0 and SEM by the AMOS 20.0. Results and conclusions are as follows: (1) the inpatients' privacy requirements was subdivided into 'the reserve factor', 'the territoriality factor', and 'the solitude factor'. (2) The inpatients' stress level was subdivided into 'the relationship factor', 'the unfamiliarity factor', and 'the control factor'. (3) The model of relationship among the subjects' privacy requirements, stress level and their satisfaction with the patients' room showed that the subjects' stress level affected their satisfaction with the patients' room directly and the subjects' privacy requirements gave an direct and indirect effect on their' stress level and an indirect effect on their satisfaction with patients' room.